Citimortgage auctioned my house on July 2nd while I was still in Loss Mitigation with a Jennifer Motter and Jennifer Charterston. Both gave me incorrect information and both will not return my calls causing me to lose my house.

I call everyday and leave a message. I do not even know when I have to be out, No one will speak with me. Its voice mail after voice mail.

This company has put me through *** and I wish I had the money to after them.

My original mortgage company sold my mortgage to CitiMortgage and it's been *** ever since. They even LOST a check once, applied money to wrong account and takes 7 mos. to review your paperwork needed for help or just information. I would never recommend this company to anyone. Never.

We received an insurance check for water damage to our home. The check was made out to us, and to Citimortgage. I called to find out the protocol for handling the check. I was told to endorse the check, send it along with a letter stating that it was for water damage, and what I wanted done with the check. I chose to have the check applied to our payment. I also sent a personal check to go with the insurance check. Two nights ago I was called stating they were sending the checks back to me.
I spent the next several hours talking to 10 different people, receiving a variety of stories from them, including, we have sent your personal check to the mortgage payment department, we are not endorsing the insurance check, and sending it back to you, we are sending both checks back to you, you need to have other documents to go along with the insurance check. Not one person listened to what I had to say. They continued to repeat the same stuff, totally disregarding the fact that I was not given all the information their computer said I was given. That is why I called in the first place, was to get the proper information to send along with the check. Now our mortgage payment is late, and the checks are in the mail to me. All they had to do was to forward the checks to the mortgage department. They created all sorts of drama attempting to seem like they were doing something. Not one person took this issue and handled it. If I could get my loan away from Citimortgage I would. We recently refinanced our home, and our note was sold to them. No personal relationship, which we do have with our local banker. It is a sad state of affairs when companies like Citimortgage waste my time, not to mention the time of the company, in handling simple transactions. We repaired the damage with our own money, because if we had waited for the insurance check our entire home would be covered in mold. The lack of caring customer service is appauling to me.

Refinanced my existing CitiMortgage thru a broker, hoping to get away from Citi (overall company, not just mortgage arm), but alas, broker placed me with CitiMortgage. <sigh> Closed with title company on 28May.
- Advised Citi to stop auto-payment on 26th, which they did, after initially telling me it was too late, for May 1st, as per broker.
- Citi sent the wrong amounts for paying off old mortgage, so had to re-sign several docs on 29th.
- Title companied funded on May 2.
- On May 10th, Citi sent me notification that my mortgage had been paid off, and that I was now responsible for escrow (insurance/taxes) - which is not what I asked to have setup.
- On May 20th, I rec'd notification that I owed them a May payment! No, I don't, since my new mortgage, according the paperwork I have starts on 01Jun08. I am reading this on 29May08, payday, when I am ready to pay bills.
- Called Citi (29May), and all they could say was "you owe us money". I tried to explain that I'm paid up to June 1st, via title company. Instead of listening to me, I was told that I needed to contact the title company.
- After thinking about it overnight, I realized they must have paid off the new mortgage, not the old mortgage. Made no sense, but it was the only answer.
- In the morning (30May), looked at all of the various bits of paperwork. (Note - No one has told me what my loan # is for the new mortgage.) Sure enough, the pay-off letter was for a loan# starting with 2005 that I have no record of. The old loan started with 2001. The letter stating I've not paid is for the 2001# loan.
- While all this is happening, I start getting mysterious phone calls from the 636 area code (Missouri), but they hang up, or the call converts to hold music, etc. - I never actually get to talk to anyone.
- Also while this is happening, I'm getting e-mails from Citi group saying essentially "you are one of our best customers, we're working hard to improve, we want to let you know what's going on". Uh-huh. The e-mails claim to want to let me know what's going on - yet they say *nothing*. I am none the wiser for reading them.
- A friend from my old office (who has my old extension) calls me to let me know someone from 636 area code called, but wouldn't identify themselves. Weird - same area code calling my house and hanging up! Is there a connection?
- I call Citi again - this time, I understand how to make them pay attention. I explain the situation. Again, I get "you owe us money". So I ask "what is the start date of that loan?" and I get the response: 2004. Next question: "Look up this other account, and tell me the start date of that mortgage". Answer: 2008. BINGO! Now the light bulb goes off on this thick-headed, un-cutomer oriented business.
- After leaving me on hold for an extended amount of time, they now tell me to fix it, by calling my title company. Hello! Anybody home? No, I'm not doing that. I, as calmly as possible, tell them "I've signed everything I have to, I've paid everything I have to - this is your problem, you people fix it."
- I was then transferred to another department where I had to explain the problem again. They put me on hold again, but finally come back and say they can fix it on their end, all should be fixed by 06Jun08, and in the meantime the new loan amount will come out on 02Jun08, with the correct escrow, and that they will retract the credit reporting sent in saying I was in a non-payment situation. They also said I will have paperwork to confirm all of above by around 12Jun08.
- Suddenly the mysterious area coded 636 phonecalls make sense. I look up Citi, and sure enough, the mortgage arm is based in...wait for it...Missouri!
- I call them back again (still 30May08) and ask them what phone #s they have for me...wrong, wrong, wrong. Get them updated. I ask why I can go thru two mortgages, with correct phone #s on all docs, and they don't have them updated in their records. I'm told "you can go on line and update them". One of us missed the point - and it wasn't me.
- I don't understand why, when they have my correct e-mail address, when they couldn't contact me at old phone#s, that they wouldn't e-mail me and say "we can't contact you, perhaps we have old phone#s, please call us". Note: I did get a communication saying "we've been trying to call you, but we seem to be getting mixed up with marketers". This was an unclear communication, which I did ignore, assuming they had nothing of value for me to hear.
- Now, on 31May08, I've reached the end of my patience with these people, thus sparking this complaint. I got a phone call this morning, telling me my May payment is still owing.
- I really tried to remain calm - but honestly - how much more must I bear? I told the women in a somewhat crusty tone that I don't owe them a cent, gave her the two tracking case #s from yesterday, told her to read them and call me if she had further questions, thank you very much and goodbye" at which point I disconnected.
- I actually feel a bit bad about being somewhat abrupt, because truly, their customer service people are very nice - that is the one bright spot at Citi - they have done a very good job of training their staff to manage irritated customers, and stay in control of the call, and remain cheerful thru the complaints, which is not at all easy to do. Too bad they aren't empowered to actually fix the problems, and the machinations behind the reps are poor.

I refinanced my home. ABN AMRO sent my escrow to me in the form of a check on February 10, 2008. I deposited the check into my account and it bounced. ABN AMRO told me that they were sorry about the mistake but they reissued the check. The check was for 2371.66. The check was not reissued. They have told me several different stories. I have talked to 10 different people. They have not reissued the check. I also incurred $150.00 worth of NSF fees associated with the check bouncing. They will not give me the phone number of a supervisor. They keep telling me that they will call me or to call their customer service number. This is terrible!

In 7/06 I originated a course of construction loan through a local bank. During the closing of the coc loan we had to determine an amount of the loan based on costs. We did the loan for the full amount which was not quite the 80% LTV that we needed. Our originator said we could stop the draws once we reached the 80% LTV... which we did. We closed the loan with no PMI insurance. The loan was then sold to Citimortgage and our first payment was 10/1/07. We received a letter stating they were affiliated with their mortgage insurance company and if we had a problem to write them a letter. I immediately wrote them a letter and they sent me a letter stating I was at 79.5% ltv and needed to be at 80% or less (which 79.5% is less) and that if we wanted to remove it we would have to pay for another appraisal. I called, talking to several Customer service people who did not know what PMI was and finally talked to a manager who said that she was sorry, since our LTV was 79.5% we had to pay mortgage insurance as it needed to be at 80%... (which made no sense at all and she didn't get it after I explained).

I did not respond to their letter okaying them to get an appraisal so they sent me another letter in December stating I now needed to have an LTV of 65% or less and that my current LTV is 79.6%... so in order to drop PMI I must pay for an appraisal. This is both illegal and a customer nightmare. Not sure what do at this point except to talk to my originator.

This is my complaint and I have all the documentation to provide if needed.