On April 28, Citi Financial deposited a cashier's check purchased by me, and mailed, nine days prior on April 19th. The check was made for the amount of $5,464.21 and written to Citi Financial; my account number was also written on the check to expedite the payment process. The payment did NOT post to my account.
I called customer service on May 1 to find out why the payment didn't post. The customer service agent took the necessary information (serial number, dollar amount, and the date of which the check was deposited). He said he would assign my case to the Payment Department for further research, and he asked for me to call back in 3 business days.
On May 6, I called back to check on my problem only to be told the Payment Department had not begun researching the issue. Furthermore, I was told that I then had to fax a copy of the cashier's check to them before they would even begin research. This was not requested of me when I called the prior week, however, the agent I spoke to on May 1st falsely documented it as such.
Also on May 6th, I wrote a complaint to Citi Financial's Dispute Resolution Center via email. The next day, I received the contact information of the lady handling my case, Chella (lastname remained undisclosed). She has been pleasant, prompt, and promised a resolution within eight business days. On May 7th, she escalated my case to the Payment Department, who has not acklowledged her escalations, even to this day, and Chella first escalated this to them one month ago.
As a result of the Payment Department's lack of cooperation, Chella transferred my case to her immediate supervisor, Amanda. I have not heard from Amanda, despite leaving a voice message, since she took ownership of my case, which began June 3rd.
This should be a simple resolution because the cashier's check has my account number written on it and they can see the payment never posted to my account, but yet they fail to respond to constant escalations and repeated phone calls. I'm even still making my monthly payment, which I'm on the verge of disallowing (it's an auto-debit bill pay). What's also frustrating is the fact the loan originated with E-Loan, and it was unfortunately sold to Citi Financial in early February of this year.
What's more, I've submitted a formal complaint with the State Attorney General of Texas along with a copy of the actual cashier's check, showing everything including the endorsement.
Let's see if this report will summon the Payment Department's response and resolution.
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