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July 30, 2004 12:01 AM

Broken: CitiMortgage website

citi1citi2A reader writes in:

I just signed up to access my CitiMortgage account online. When I log in, the very first page shows a list of payment options - so I click on CitiMortgage E-Billing. Guess what comes up: "This service is no longer available." Why direct customers to an option that doesn't even exist? Broken!

citim0903Update Sept 3: CitiMortgage has fixed the error by removing the E-Billing option altogether from the site.


_@_v - i bet the link really works for their really really valued customers, you're just not considered a good enough customer to actually warrent allowing use of the free service. note that the other service have fees related to them...

_@_v - they just make like the service is no longer available to the rest of us peons...

Posted by: she-snailie_@_v at July 30, 2004 07:43 AM

My bank, Hudson United Bank, has had a prominently placed ad on its homepage advertising the ability to reorder checks online instead of having to fill out and mail the form, or go to a bank branch.

Unfortunately, since the ad launched nearly 1.5 years ago, the link pops a window saying this feature is not yet available:

Either fix the experience, or stop advertising a feature you don't have it.

Posted by: MacDadi at July 30, 2004 09:34 AM

The best part about this? The prominently placed "Everything Possible" slogan. Everything Possible except the services they claim to offer, I guess.

Posted by: E.T. at July 30, 2004 11:51 AM

Having previously worked on a few projects for Citibank, this doesn't surprise me in the least. There are probably five levels of review and authorization that someone would need to go through before they could fix or remove that link.

Posted by: Andrew Fischler Jr. at August 4, 2004 03:24 PM

I love it. So intent to ensure that everything is done right that they get it all wrong.

Posted by: josh at August 30, 2004 03:29 AM



Posted by: BOB DUDLEY at September 1, 2004 12:49 AM

I can't find any information either on my own mortgage loan. It just gives "page not available." I have had so many unpleasant experiences with this company that I can't even find out details of my own mortgage loan.

'Phoning them doesn't solve the problem, because no one seems to know the anser to anything.

Posted by: David Reed at February 1, 2005 08:03 PM

I have tried for a few days to reach citimortgage's 1-800 number and it has been busy. The web site is a page not found. What's up with this. They do want you to pay for everything. I had my mortgage with one of the other citigroup companies and the bi-monthly program was free. citimortgage wants 300+ dollars to do a bi-monthly payment with them. If they are under the same umbrella why are they not run the same?

Posted by: Cindy at February 1, 2005 09:00 PM

OH MY GOD!!!!!!!!!!

CitiMortgage is sooooooooooooo pissing me off. I have the same problems as many of you. They want to charge you to join their by-weekly program as well as charge for each payment. I can do this myself through my credit union for free. So I have been sending by-weekly payments for 8 months now, and I just now receive a notice in the mail stating we are late, with fees, and we had better pay x amount or they are reporting our account as delinquent.

You can't get through on the phone. If by miracle you do, they transfer you because they can't help you, which everytime conveniently cuts you off. They have the most disfunctional website, that kicks you out after logging in, stating "YOU MUST LOG IN TO ACCESS THIS FEATURE", amongst many other page errors.

We have NO coupons, NO statements, NO access what so ever, to our account, and NO customer service of any kind will respond to our many attempts to contact CitiMortgage by phone, website, e-mail, and US mail. We have NO idea what, where, why, our money is not correctly applied to our mortgage. We're not even sure if our escrow taxes, and insurance impounds have been paid with our payments. Does CitiMortgage just get to pick and choose where to apply our payments. Basic logic would say to apply the payments to the "monthly payment due".

We have since set up single monthly payments, and have sent extra money to cover any fees, and an extra month or so until this gets straightened out.

We don't know what else to do since CitiMortgage is in Montana, and we are in California.

Posted by: Sharlene Skoczylas at February 5, 2005 09:49 AM

I just had an extremely unpleasant experience last night trying to resolve a mistake that CitiMortgage made on my escrow account. My mortgage was previously with another company (which I didn't have any problems with) until it was bought out by CitiMortgage last month. Since CitiMortgage took over I have had nothing but problems. They made a duplicate payment on my homeowners insurance, and now the premium amount is doubled in their system. As a result, a new escrow analysis was done (even though I already had one done under the old company 2 months ago) and now my monthly mortgage payment has been jacked up over $100/month. All because of their error. The statement said I now had a $900+ shortage in my escrow account, and even if I paid the shortage my monthly mortage payment would still end up being more than it was originally (before their error). I spent over 2 hours last night trying to resolve the problem, and after being transferred to 8 different people (who all sounded like they were from India) I still could not get the problem resolved. I spoke to escrow specialists, mortgage payment specialists and insurance center specialists and none of them were able to resolve what in my mind was a simple error (on their part). I was eventually disconnected. I continued to try back (I was determined!) and finally gave up at 8 pm ET when their "customer service" dept. was supposed to close. I thought I might have better luck today by calling in the daytime - but to no avail. I could barely get ahold of a live person, and when I did I was given the same run around, and was told me that they needed to transfer me to a "specialist". I finally realized that I was simply being bounced around in their phone system and they really were not trying to help me at all, they were just trying to get me off the phone. Is there anything a consumer can do about this type of thing? It is a complete nightmare, and after reading other people's horror stories I am worried that the problem will only get worse. This is my first house (I am 28 yrs. old) and I cannot afford the extra money they are now asking for, that I shouldn't have to pay in the first place. I suspected that Citibank was an unethical company after I had a bad experience with Primerica, but this just tops it all off. I never thought "customer service" would ever sink to these lows.... HELP!!!

Posted by: Anna at March 3, 2005 04:02 PM

Citimortage is the WORST at customer service. I just received what they are proposing as my second increase to my monthly payment in less then 1 year! Their response is that the escrow was miscalculated at closing. They proceed to tell me that since they paid the taxes, it has to be collected from me since it is my proprty. When I protest that it is THEIR error, they tried to foist it off on the title company. When I checked wit the title company, the walked me through everything and it is CLEARLY the fault of CitiMonster, erm, Citimortage as THEY (Citi) obtained the tax info from the city/county and THEY calculate the escrow monies to be collected 1) at closing; and 2) in monthly payments.

I will take my business and my money (which is all they care about) elsewhere. Oh, and tell everyone I know, including the relocating employees that I help hire for my employer, NOT to use them.

Posted by: Todd at April 6, 2005 03:27 PM

CitiMortgage's president and COO is Mr. David Schneider, 12855 N Outer Forty Rd, St. Louis, MO 63141. Phone 636-261-2484. Why do I know this? Let me give you my experiences with CitiMortgage. Better yet, I am just going to copy and paste the letter I sent to the chairman. By way, it is now April 8 and I still do not have my money and they can't give me a date yet when they will send it to me.

March 26, 2005

Mr. David Schneider

President and Chief Operating Officer


12855 N Outer Forty Rd

St. Louis, MO 63141

Phone: 636-261-2484

Fax: 636-261-2387

Mr. Schneider,

I would like to tell you about my experiences with your company. This letter is quite lengthy. I am asking you to please read the entire letter so you will have a clear understanding of the treatment I have been receiving from your company.

Last November 4, 2004, I contacted your Customer Service Department explaining I was paying all my loan and not to pay the county real estate taxes as my new loan company had already made arrangement to pay them. The Customer Service Representative assured me that the taxes had not been paid and this would not be a problem.

In the mean time, I started getting harrassing phone calls demanding a payment on my loan. I kept explaining that we were paying this loan off and CitiMortgage should have the payment. I finally got a hold of my new loan company and did a conference call between them and your company. It seems the pay off check had been sitting on someone desk for OVER two weeks, I was not notified and the new company was not notified. Your Customer Service representative stated it was $100 short and they would not apply it to my loan. I offered to do a check by phone for the $100. The Customer Service representative stated they would only take a full house payment. We had to ask 7 times to speak to a Supervisor during this call since the Representative would refuse to transfer the call. The Supervisor stated it is your company’s policy not to apply the check if it is short and there was nothing to be done except for me to make a payment. My new loan company was appalled at the treatment I was receiving.

The check was finally sent back after about two to three weeks to my new company and they issued a new check. I received a refund in the mail of $138.00. Now your company collected two to three weeks additional interest rates they were not entitled to. Obviously, if the other check had been applied, it would have paid the loan in full, so your company made money off me when it did not have the right.

On November 18, 2004 I called wanting to know why I had not been refunded my county real estate taxes of $2,565.21. I was told that your company had paid my taxes even though I had called in and asked them not to. I wanted to know why. The Customer Service representative stated that it is your company’s policy to pay the taxes no matter what the customer tells them. I wanted to know why anyone would lie about this since they could lose their house if not paid. She then told me I would need to call the county to find out who paid first and who would be refunded as there was nothing else she could do.

I then placed a call to the county. They verified that CitiMortgage had paid the taxes last through First American and that all they needed was a letter faxed to them releasing the fund directly to me and they would refund me. I called CitiMortgage back and explained this to them. The Customer Service representative explained it is not your company’s policy to ever fax a letter releasing the funds to the customer and I would just have to wait. I explained everything again to the representative and they stated the company was following policy. I asked to speak with a supervisor. The representative told me none were there. I asked for their direct dial number and he stated they did not have one. I then asked to leave a message in their voice mail and he stated they did not have voice mail. I asked about email address and he again refused. He told me to call back in 30 days, that nothing could be done in the mean time.

I called back on December 18 and explained everything once again to your Customer Service representative. They explained it was too soon and I would have to call back in another 30 days before a trace could be started to find out if I was to get a refund on my taxes.

I tried to call back at least 10 times at this point to speak with a supervisor with your company. The first time I was put on hold for 30 minutes and no one ever came back to the line. I called back and was then told that the supervisors are not allowed to take calls. Again, what kind of company are you running? Do you any idea what my frustration level was at this point? I am not even getting started at this point.

January 18, I called back again. I explained everything once again to the Customer Service representative and asked that the trace be started. The representative stated they do not do traces and did not know what I was talking about. This representative stated it was too soon and I would need to call back in 30 days. Are you starting to see a pattern here yet? I was. I once again asked to speak with a supervisor and was refused. The representative told me that everything was done according to policy and nothing else could be done. Call back in 30 to 60 more days.

February 10, I called the county and they stated a refund had been mailed back to First American on the 6th of that month. It was for $2,565.21 as well as other money that had been overpaid on taxes for other individuals.

Once again I placed a call to CitiMortgage. I once again explained my situation to a Customer Service representative. This representative was very nice and stated she felt that this should be given to escalated issues and told me she would transferred to them. She also explained that I might be on hold for some time until they answered the phone. Finally, I thought I was going to get somewhere with your company. Then Rosa got on the phone.

By the time I got off the phone with her, I was crying, I was so upset. This is not good if you are at work, as I was since I can not reach your company by the time I get home from work. Never have I spoken with such a hateful , condescending person before. The things she told me were unbelievable. First, I explained to her what had happen and that I felt your company was in the wrong and why. I also stated I felt your company needed to make it right. She told me, you are the mortgage company and never wrong. I sign a contract so I did not have any rights, only the company did. She also explained that I could hire a lawyer and pay out high legal fees and your company still would not pay me any sooner. I asked her if the situation was reversed and I owed this money to your company, what would happen. She stated it would never go on this long as they would have foreclosed by now. She stated everyone followed policy and too bad if I felt the way I did. She then stated it would 45 days from February 6th and not any sooner. I finally just hung up because I couldn’t stand listening to her any longer. At this point, I was so sicken by the attitude of your company’s people and so discouraged, I did not know what to do or how to proceed. I felt like I was banging my head against a brick wall, that your company would and could do anything to me they felt like doing.

Not one to give up at this point, I called back to your company on the 11th. Once again, I explained the situation to your Customer Service representative. Once again I was told it was too soon and it would take additional 30 to 60 days to receive my money. I told them this was unacceptable. I asked to speak with a supervisor. I was put on hold and finally had to hang up I was on hold so long. I really didn’t think one would come on the line with your company’s track record. I was surprised when one actually called me back. She stated she felt the money should have already been posted to my account and would start a trace.

I finally became fed up and research the internet to find a phone number for First American. I explained the situation to them. They were very nice and told me the check had been sent to your company on March 3rd. They gave me the check number and the address where it was mailed. She verified the amount also.

On March 17th, I called your company back and explained to them about the check, where it was mailed and the check number. The Customer Service representative explained that the money had been posted to my account that day and they had issued a check, which would be mailed that very day to me. Finally, I thought I was actually going to receive my money from your company. So I waited and waited for this check. By the 22nd when it had not arrived, I called your company back and asked for the Collections Department. Once again I explained to the Customer Service representative why I was calling. She looked at my account and stated that the money had not been posted and it would be 30 to 60 more days before I received the refund. I asked for a supervisor. Julie got on the phone and asked how she could help me. I heard some tones and then the call was then disconnected. She did not call me back like the other supervisor.

I called back again. I actually got a Customer Service representative named Joe that would tell me the truth for a change. He asked if he could put me on hold while he read over my account notes. When he came back on the phone, he told me that CitiMortgage does put the county real estate taxes on hold all the time if the situation arises where the member is paying off the loan and calls in to let them know. He stated it appeared they tried to do this after my call of November 18th, but it was too late as they had already been paid. I asked him why I had been told all this time that it is the company’s policy to always pay the taxes and never listen to the customer. He could not give me an answer on that one.

I just finally figured out your company just out and out lies to their customers, since I had been lied to continually over the past few months. I cannot come up with any other explanation, can you?

Joe could not find where a check had been sent to me, he could not give me a date when it would since he felt it was very important to tell me the truth for a change. He felt it should be paid by the 30th of March, but was very uncertain since my account does not list any details of the money being posted to it.

So, it is the 26th of March. I STILL DO NOT HAVE MY MONEY! Your company can’t seem to find it even though it was refunded in a check totaling over $75,000. Now I am wondering if any of the other people that should receive a refund also from this check have been refunded? No, I know your company would never hold on to the money, as that would be unethical and morally wrong. Again, where is my money?

At this point, I feel like your company owes me more that the real estate taxes. I have ran up my cell phone bill several months (actually owing an additional amount of $125.00 on my December bill and $50 on my January bill) because of all the phone calls I have had to make to your company put me over my minutes on my plan. My emotional stress has been unbelievable because I felt I could not find ANYONE at your company that cared. I wake up in the middle of the night so frustrated, events and conversions running through my mind, I cannot go back to sleep. This has been going on for months. STILL I DO NOT HAVE MY MONEY!

So, I am forwarding this email to Problemsolvers on our local news channel 6. I feel that I should warn as many people as possible what my experiences have been like with your company, hopefully saving them from having to go through this themselves.

Posted by: Brenda at April 8, 2005 04:15 PM

Has anyone else been promised a "free" one time recast with CitiMortgage and then asked to pay $500 to do so??? What a crock! We are sure having trouble trying to pay down our loan to have lower payments and avoid PMI.

Help needed in Houston!!!!

Posted by: Judy Roberts at April 19, 2005 01:43 PM

I too am having problems with citimortgage. they have continuously taken out money of my escrow and also can not find my first ins. payment lost my previous mortgage company. this has resulted in my mortgage payment going up $800 a month. done of which is my fault. i was promised they wouldnt refigure my mortgage till all of my money was back in my account. i have talked to at least 12 different people. some have been rude some say they would help. this has been going on since feb. 05.

Posted by: Tonya at May 7, 2005 11:16 AM

What is the problem with citmortgage and their web site pages? All I am trying to do is find a number where you can pay mortgage by phone and also how much they charge theri customers for paying mortgage on line. That is if there home page would stop disappering. Does anyone have any answers. When I try to communicate with anyone over the phone they all act as if they can't speak english. What is up with them?

Posted by: norma at May 11, 2005 10:53 PM

i would like to get the address,that i can mail my payment

Posted by: norma nesbeth at May 16, 2005 06:37 PM

Has anyone listening been the victim of a citi affiliated mortgage scam? My daughter has, as has several families with the last name of Reed. Would like to hear from you

Posted by: jreed at May 20, 2005 03:30 PM


I.m Antonio and I.m Loan Officer so I have One question do you do the loan with I TIN #

702- 419-6649


American Mortgage Services

4550 W. Oakey Blvd. Suite 106 B

Las Vegas NV 89102

thank you

Posted by: Antonio at May 27, 2005 08:57 PM

I have been trying to access citimortgages website for 2 weeks now and the page will not open. What is up with this company. Are they still in business or what?

Posted by: Letitia at June 1, 2005 09:07 AM

we too have not been able to open citbank or citimortgage sites. do they even have a web master? This site seems worthless.

Posted by: Scott at June 2, 2005 01:17 PM

David Schneider's direct number is 636=261-2381 and fax is 636-261-2387. I suggest all complaints are directed there

Posted by: Ex-Citi client at June 7, 2005 01:46 PM

Our mortgage was bought by Citimortgage. In the transition time one of my payments seem to have gotten lost in the shuffle. I have faxed and mailed copies of my cancelled checks to them. (It seems they have no trouble cashing the checks, they just cannot keep track of them!) For the last 4 months they have been telling me i am behind in my payments. We have only had the mortgage for 6 months!! I too am throughly disgusted with this company and stumbled upon this website looking for the exact information that has been posted here i.e. name, address etc. of the president of the company. By the way, has anyone contacted any of the board members or filed a formal complaint with the Better Business Bureau?


Posted by: Karen at June 14, 2005 10:09 AM

The abomination of CitiMortgage customer service. I was contacted today by their collections department to inform me that my account was delinquent and that they had not received my June payment. While on-line I confirmed my bank drafted the payment yesterday, they would receive the payment on the 15th and Lisa agreed I had a 15 day grace period under my mortgage agreement. She said my account was due on the 1st and Citi wanted their money and wanted to know why I waited so long to pay? At best she was rude and unprofessional. I have never had a late payment with them and her supervisor informed me summarily that they have the right to contact anyone after the 2nd and said he was sorry Lisa was so rude, but she was just doing her job. He was unable to explain how being rude to customers by trying to collect payments that are not yet late was "customer service." I'm refinancing with another mortgage company so hopefully, I won't have to deal with them again.

Posted by: Berry at June 14, 2005 06:50 PM

I have very bad experience with citimortgage. They are not working for the payee, but for loans.

Everytime, I tried to PRINCIPAL, they will split whatever amount check I sent into the PRINCIPAL and INTEREST. If I sent several checks together, they will ignore all of them but credit only one check into my account.

I am so angry about their service. But I can not do anything about them.

It is awful.

Posted by: Jerry Yan at June 23, 2005 03:44 PM

Anyone here a previous Residential mortgage customer?I hate this company(CitiMortgage)they have proven to be not only greedy but very much out of line within the laws....I plan to refinancce to get away yet However, i stil plan to investigate legally ..

Posted by: Jenna at June 26, 2005 04:31 AM

We have been trying for a month and a half to purchase some property that their borrowers have defaulted on. They were assigned a case worker finally(Linda Hawkins- Loss Mitigation)and she is very unprofessional and dishonest (when she bother to show up for work). We have a contract with Citi Mortgage, the borrowers and ourselves and were in the middle of the counter offering stage when suddenly all communications ceased. We could not get anyone to call us back - no case worker, no supervisors. I have grown so tired of re-explaining my story to each and every customer service rep because you can't get the same one ever. They are all reluctant to give you their name or extention. Then miraculously we find out that the reason all communication has stopped was because one of the borrowers' buddies decided he wanted the property even though we already had a entered in to a legal contract. We all had signed the contract and we were in the middle of counter offering/settling on a purchase price. So, Linda Hawkins let the other guy have the first opportunity to buy the property. Our financing has been in place since Feb. 2005 and we are ready to go. Citi Mortgage and all of its horrible employees must attend "how to screw people over" seminars om a very regular basis.

Posted by: Bobbi Parker at June 28, 2005 03:43 PM

Does anybody have the name & address of the citimortgage chairman & ceo?



Posted by: Mike at July 7, 2005 12:04 AM

Citimortgage customer service? What a joke. Just got hung up on two times in one morning--after a 45 min wait both times. This is the scond go-round with Citi's poor manageement and irresponsible handling of funds and accounts.


Posted by: Erin Cowden at July 19, 2005 12:13 PM

Wait!! It gets WORSE!!

Taking advantage of the low rates, I decided to refinance. The attorney's office submitted a payoff amount request to CitiMortgage who currently has my second. They reported that the amount "must be researched", and that will take up to 10 days.

I called CitiMortgage's customer DIS-service to find out what the issue was, and what I could do to expedite, as my closing date was now in jeopardy. Not only that, but my rate lock was going to be lost because of their unexplained delays.

The customer DIS-service supervisor (after my 3rd call) explained that she 1) didn't know what the issue was, and 2) couldn't allow me to speak to the person that DOES know..... you ready for this???.... because that person doesn't have a direct line telephone. However, she did send that person an e:mail requesting he/she contact me, and said I MIGHT get a call in 24-48 hours. Yeah, right.... I can only imagine what that e:mail said.....

Posted by: Jerry at July 21, 2005 02:37 PM

I'm glad to see I am not the only person who has had problems with Citimortgage. After reading the comments posted on this site I feel rather forturnate. My problem began September 2004 when I refinanced my condo solely in my name while going through a divorce after 10 years. Both my husband and myself were on the loan for the past 8 years. After the loan was paid in full they mailed me a refund check in both of our names. Since I had no contact with my ex-husband since last April I called Citimortgage and requested that the check be reissued solely in my name. Whoever I spoke to told me to do a letter stating what I wanted done and mail the letter, copy of separation agreement(which included a copy of the deed of gift) and the check back to them. I did what they asked me to do. I then received weeks later in the mail a letter that they had indeed received my information however I needed to include a copy of the divorce of decree(which I didn't have at this point) or a quick claim deed. After several phone calls I had decided to wait until I had my actual decree of divorce in hand. Once my divorce became final on July 6th 2005 I mailed them a copy of what I had received from my lawyer. After weeks of not hearing I began calling again to find the status of my refund check and whether or not they had received my documentation I had mailed. I was being told over and over again that I needed a quick claim deed. I explained to them that I didn't have one but I had a deed of gift which shows that he gifted me the house and has nothing to do with the condo. They kept telling me that the deed of gift was not enough for them to re-issue the check solely in my name. I spoke to so called supervisors several times. I then was told I had to get an attorney to have a quick claim deed done! Why would I pay attorney's fees to have them do a quick claim deed on property that I already own? Let alone pay personal property taxes on MY property. I specifically asked a supervisor if she was telling me that they would not issue the check without a quick claim deed. Her response was yes that was correct. At that point I said I would be contacting my attorney and hung up on her. My attorney's office said the state of VA no longer does quick claim deeds. I called Citimortgage back and asked to speak to the highest ranking person at that facility. I finally got through to Evelyn McKay who I thought was high up on the chain but just found out that she was no more than a customer service rep! When I spoke to Evelyn she agreed that the deed of gift was all I needed to have the check reissued solely in my name. I finally felt I had someone who was going to resolve the problem for me. She asked me to fax her the deed of gift along with a copy of the divorce of decree and she assured me that she was going to call me the next day to confirm receipt of the documents. The documents were faxed the very next morning and no phone came. I called and left her a message wanting to know if she had received the documents and to please call me and let me know if I needed to refax them. I ended up leaving a total of 4 voice mails for her to which she never returned even one of them. I finally had enough and called back and wanted to know who Evelyn McKay was and her title and who the highest ranking person was. The girl who answered the phone told me she was a customer rep and put me in touch with a supervisor. Karen got on the phone and I went through the entire story again and told her I was losing my patience with them. She informed me that Ms. McKay had been promoted to a higher position and to let her call and find out the status of my check. She got back on the line and said the check had been cut and was in the mailroom to be mailed but could take up to a week to get out of the mailroom. I should have my check within 2 weeks. FIANLLY after 1 year of fighting for my money I received my check yesterday in the mail. I am so glad that this nightmare is finally over. I only have one question for the president/CEO of the company. Since they held my money for a year because no one in the company knew that a deed of gift was the same as a quick claim deed shouldn't I get the interest money that they made off of me for the past year?? I plan on writing a complaint letter to the president/CEO of Citimortgage now that I have my money. God bless and good luck to those who still have to deal with Citimortgage.

Posted by: Michelle at September 3, 2005 12:17 PM

This site is great. Citimortgage is a joke. I first had problems with this company and mismanaging escrow money, so I had our house re-appraised and got rid of the PMI payments and refinanced our loan, which was once again sold to Citimortgage. I have been sending my payments twice a month and the payments were applied correctly for a few months and then I received a late notice saying I owed for two months. Citimortgage refuses to apply partial payments to principal and interest first. They apply the payments to unapplied funds. I emailed and called and waited 30 minutes and talked to a condesecending representative who admitted the payments were applied incorrectly after 20 minutes of arguing; however, when I was ready to say goodbye he let me know that the late fee was only taken off as a "one time" courtesy and that any other split payments would be held until all the money was there and if I paid like that again, they were going to misapply the funds and it would be my fault. They actually sent me the following letter which says that my payments are not being allocated correctly. They admit it! And, they say it WILL continue to happen Look:

According to our records, you are currently not enrolled

in our BiWeekly program. This is the reason that your

payments are not being allocated correctly towards

your account. CitiMortgage does not except partial

payments. The payments that are being sent in are being

posted into unapplied funds. You need to please start

sending in the full amount at once, or enroll in the

BiWeekly program because this will continue to happen.

Please contact our BiWeekly Department at 1-800-955-6060*.


Posted by: Tate Thompson at September 27, 2005 05:48 PM

Working with a mortgage company and reading your posts, I have this one thing to say. You people are whiney and don't understand your mortgage. Get a life, just because you don't understand something doesn't mean it's wrong. Bigotry is what you are all doing towards those reps in India. Why does it take so long to reach a rep? Because when you call you all insist on complaining first.

Posted by: Angel at November 11, 2005 11:35 PM

Angel is right, to free up citimortgage lines call the Office of Thrift Supervision (part of federal govt) at 1-800-842-6929 for information how to file a formal complaint. I am 2 months ahead of my mortgage and getting collection calls at work as they just took over the servicing of my loan (what Section 6 of 12 U.S.C 2605). Who is the whiney one? I have been in collections for 15 years and would have fired the rude individual who took my call. The collector from Citimortgage laughed at my situation thinking it was funny as they make no mistakes. I got upset when they did nothing and I raised my voice out of frustration. I apoligized and they guy laughed again stating what do i call current. I got customer service on the phone and same response.

And to say racism about India, it isn't racism, the gentleman I spoke to was polite and gracious, but didnt understand the situation of the possible violation of RESPA. That is frustrating!!!

Angel evidently you work for a company that never has customer complaints and you should be commended for always being right. But then again per Angel, I don't understand my mortgage neither does the O.C.C who advised me to file a formal complaint with the O.T.S.

Another thing Angel your right, just because you don't understand something, doesn't mean it is wrong.. I don't think you understand the frustration dealing with Citimortgage

Posted by: Doug at December 7, 2005 05:33 PM

After 1 bad experience with Citifinancial mortgage and second bad experience with Citi Cards I have come to the conclusion that in some

language,somewhere,the word Citi translates to

SCAM.This outfit makes organized crime look like

a grade school bully rolling 3rd graders for lunch money.There are many honest lenders in the

marketplace but Citi and it's affiliates are NOT

in that group.

Posted by: Clay at December 19, 2005 10:05 PM

I refinanced with Citimortgage in 2003. My house payment went down to $710.00. I had hit a tough spot and was out of work on disability for months. I had postponed paying a $1400.00 water bill that I would take care of woth my tax return. Instead it was put on my mortgage. This wasMarch, 2004. Citimortgage wanted $2600.00 plus , which I didn't have. They added 12 payments to my mortgage and brought my payments up to $1006.00 per month. This was "supposedly" for 12 months. From there it went up to $1059.00 and up again to $1109.00. They then sent me a letter saying that in August of 2005, it would go down to $ never happened! It is now March of 2006... my payment went "down" to $928.00. WHOOPIE ! Every time I tried to get service help, I got someone in India that I couldn't understand. When I would ask for an escrow specialist, I was transfered to a DEAD line. This happened to me several times in ONE day. And multiple times afterward. My taxes and ins. are about $4300.00, yet Citimortgage has taken out over $6000.00. My credit is shot to hell, trying to keep up with them and the harrassment phone calles several times a day. But everytime I have tried to call someone to help...nobody could or direct me to someone that could.

I am a 55 year old woman that has had to work very hard to buy my home. This spring I have to sell it. This was my dream, my investment for my retirement. I am now on permanent disability and can no longer keep up with the payments...THANKYOU, Citimortgage !!!

Posted by: Bonnie at March 6, 2006 12:52 PM

As I read the entries by so many of you, I am very dissappointed to find that the problem that I am finding is a story that continues to repeat itself over and over. I believe that someone should file a class action suit against this monster of an organization. I just refininaced a mortgage, and I unfortunately and unluckily got citimortgage as the lender. I thought that I had made my first payment online, with plenty of time for it to get posted before the due date, boy was I wrong. I logged onto the citimortgage website to make sure that the payment had been posted, only to find that they had entered a "reversal of payment" entry. I later found out that this meant that they had received my request for the payment to be made, but no one at citimortgage made a request to my bank for the funds. I went to my bank and confirmed that they never received any requests for the funds for my payment. I called the customer service department and that is when the nightmare began. I have spoken with three floor supervisors and four customer service reps who are a bunch of idiots. None can give me any explanation for why the first payment was never requested from my bank. But that's not all...while at my bank, I made the customer service rep talk to my bank rep and they made the transaction for the payment. I told the citimortgage rep that I would not accept any late payment charges, as they had acknowledged that I had made the online payment request, and that someone within their organization had erred. I thought that it was all taken cared of. Boy was I wrong. The next screw up was around the corner. citimortgage misapplied the payment, which was supposed to be made to interest and escrow. Instead, the idiots applied my payment to principal and escro, causing the computer "according to one of the reps" to change to terms of my loan. Now my loan amount has increased to over $1100.00, and the payment has also increased. This on a loan that was agreed by myself and citi to be a seven year fixed interest only loan. Now I owe more than the amount that I began with, which according to the signed and sealed contract was fixed, and my payment has increased, also supposed to have been fixed. I have made three payments since January 06 and all have been royally screwed up.

I have written several letters to the customer service department and each time they write back advising me that the problem has been corrected, only for me to find out that it has not.

I am glad that I found this blog, as now I have the COO's address, which is where my next letter will go. Of course, an organization that is so screwed up at the bottom, is probably not any better at the very top. I will try nonetheless.

I will continue to add to this as this nightmare continues to unfold. Hopefully not much longer.

Posted by: Ivan at March 10, 2006 11:07 AM

taken form site above:

"We have decided to try to start a class action suit against Citimortgage. Anyone who feels they have been wronged by Citimortgage, please email us at


1) What is your MAJOR complaint

2) Brief (500 words or less) summary of your situation

3) Your contact information

We are focusing on two main things - breach of contract and overcharges/misplaced funds

Let’s all keep our fingers crossed and see what we can do together! Good Luck! "

Comment by Citi Class Action March 15, 2006 @ 1:05 pm

Posted by: CR at March 21, 2006 01:37 PM

I feel I should add my story to the list, It all started a year ago in May 2005 when I received letter from Citimortgage that my monthly payment of $625 had been more than doubled because my escrow account was short about $4500. I had had my loan with Ohio Savings Bank who sold it to Citimotgage. Myloan was set up so that I paid the homeowners insurance directlyto the inurance company. I had a combined auto/homeowners policy yearly payment of $3200 ,of which $450 was the homeowners portion.It seems that without notice, the Citi Co. took it upon themslves to pay my combined policy for half of 2004 and all of 2005 and charge my escow account. Then, because my account was $4500 in the negative, they decided to more than double my monthly payments which I could not afford. All along I had also been paying the insurance too. To make along story short,it is now April,2006,my house is in forclosre and due to be sold the end of this month all because Citimortgage messed up . I have got nothing but grief from trying to deal with this company.I am probably going to be forced into bankruptcy in order to try and save my house and a few possessions.Thankyou Citi for ruining my credit and my life.

Posted by: Alan Detweiler at April 4, 2006 03:49 PM

I have decided that after fighting for a year and a half with CitiMortgage regarding the lack of and incorrect credit bureau reporting, that I am going over all their heads. The current, 56 paged letter with documentation is in the mail, certified, to The Federal Trade Commision, State Attorney General, my State Rep, my Congressman, the Governor, the President of CitiMortgage along with the Pres. of Mortgages Dept, and all three credit bureaus. At this point, giving up is not a point. It's the principal now. CitiMortgage WILL fix it, if I have to fly there and sit on the door step screaming.

Posted by: MB Sanchez at April 14, 2006 01:02 PM

I can't wait for my refinancing to go through so I can get away from Citi. I made my first additional principal payment on my account in February. I was very excited as it was my goal to pay off my 15 year second mortgage early. I received a statement on Saturday stating they received my payment and applied the funds accordingly to principal and interest. What I found curious was the $2.94 unapplied funds. Upon studying my statement more closely, I found they had taken my additional principal payment from February away from the principal and applied it as a "regular payment". My principal balance went up this month even though I have made my regular payments and "additional principal payments". The customer service rep tried very hard to sell me on the idea that even though this was a "system error" (yeah right) I was prepaid until July. I told them no I want it corrected...the money to reduce the principal as it was meant to. Yes, let us see if that in fact happens. Another interesting fact I was told on the phone was the $2.94 unapplied funds were monies sent in by me but not directed anywhere. I was told that money would just "sit there" not being applied to anything until I contacted them and told them what to do with it. This is in total contradiction to what is printed right on my monthly statement. My statement spells out quite clearly that any "undesignated funds" will first be applied to any late charges, fees, then principal (in that order). As I have no late charges or fees on my account I find it interesting that they just left that money sitting there doing nothing (well nothing for me)...I'm sure they have an account with plenty of "unapplied funds" earning plent of interest for them. Funny I never had problems with them until I tried to pay down the principal. Such a shame that company this large has to resort to tricks like this to make a buck. Aren't they making enough already? Not letting your customers pay down the principal so you can keep the interest inflated. Just as a side mortgage was originally with Homecomings Financial. It was sold to Citi last July.

Posted by: JAM at May 16, 2006 11:46 PM

OMG I should have found this (and many other) web sites BEFORE I signed anything with citimortgage. This organization is the worst!!! Customer support is an absolute joke. I have talked to five different supervisors and have received five different promises -ALL OF WHICH HAVE BEEN BROKEN. Anyone who would like to study an organization that is completely inept, ineffecient and down right rude should focus on Citimortgage - Other than that , stay as far away as you can get from the LOSERS

Posted by: Brandt at June 8, 2006 02:25 PM

After four months of what was the absolute worst experience of my life (age 51), we finally got

our construction loan. We had such difficulty getting people to call us, because of the time

difference between the east and west coast, I'm surprised (frankly) it didn't take longer. We

had to fax information twice on at least three occasions. They would tell me they never received

it. This request to re-send the information was normally 2 or 3 weeks after it was sent.

We started the process with CitiMortgage in January. We began processing with a local bank

in February, because CitiMortgage was being sooo difficult to deal with. In March we were

give a preliminary interest from the second bank of 7% interest. We called our CitiMortgage

representative, Jim Swank, and specifically asked if our 6.375% rate was "locked." He told that

it was. We told the local bank to give a better rate or we could not continue the processing of

the loan with them. They could not meet the CitiMortgage interest.

During the signing of the loan papers (on May 24), we were unsure if the interest rate was fixed

and locked as we had requested. We called to get a clear answer in the first week of June. I

left that conversation with the promise that the complaint would be forwarded to the right

person. When no one called after a week, I called the original loan officer that I spoke to in

January (now June 28).

On June 28th, I was left with let me talk to my supervisor about what can be done. Later that

day the supervisor called me back and started asking a series of question. These were

obviously a series of question to record the incorrect fact that I was told the rate would not be

locked in. I never told anyone anything other than I wanted the rate locked. This supervisor

asked question about my January conversation with her subordinate, Sal. I told her I could

remember all that was talked about in the "preliminary application process" with Sal. Again, she

tried to get me to say Sal told me the rate would not be locked.

The supervisor, Debbie, told me she would refer me to customer service. A customer service

representative called later in the day and asked if the problem was resolved. When I told it was

not, she referred me back to Sal and Debbie.

After more conversations between Sal and I, I was finally able to pay $5,312.50 to lock my

loan at 7.25%. Again, after being told by Sal that he would see if something could be done

about a better rate, I had to call back CitiMortgage. Sal had gone away for the weekend

(Friday, Saturday, Sunday, Monday, and Tuesday). I spoke to a guy named Dave who knew

nothing about my complaint voiced with Sal and Debbie (who had also left the building).

This will cost me $89,208 in interest over the course of this 30 year loan.

Posted by: Bob Foster at June 30, 2006 12:23 PM

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