CitiMortgage purchased my home loan 5/1/08.
Payment for April 08 made to previous holder was not noted as paid in CitiMortgage system.
First call was on 5/15/08 at 5:11 pm. Spoke to * #MG60359 stating that I had made the payment to previous provider and I was making a payment for the month of May. She stated it would be noted, that they did not have the history from the previous provider yet and not to worry. I made loan payment to them for May Confirm # *.
Then called in and posted June Payment on 6/6/08- still there was not resolution to my missing payment. CitiMortgage said they still did not have my history. I called on 6/30/08 at 8PM EST spoke to a customer service rep (*) explained everything for a 3rd time now. I waited on hold for 14 minutes for a supervisor and was disconnected. I called back at 8:17 pm the customer service representative that answered the phone I could not understand so I just asked for a supervisor. I waited on hold for 8 minutes for a supervisor and was disconnected. Called again at 8:35 pm and finally got a supervisor named * who listened to everything I had to say and opened a case # * and asked me to fax her all the proof as they still did not have any history on my account from my previous provider. I faxed the copy of my online bank information and my email confirmation from my previous provider to fax # 469-220-2809 to * attention with the loan number and case number as requested.
I followed up the next day, 7/1/08 and spoke to a supervisor - * #7627 to make sure that the information that I had sent was received. She did confirm that * had received it. I also spoke to her about the fact that I wanted to make my July payment but wanted to make sure that all of this was resolved before I did. This was said for a few reasons:
1. It had now been over 45 days with no resolution and definitely not very good internal communication with in CitiMortgage
2. Since their system did not show April every payment I was making was being posted to the previous month
3. Lastly, no one seemed to care at all about my issue or problem, all they cared about was getting a payment so I thought by waiting to make the payment I might get some help
While on this call I talked to them about not reporting on the Credit Bureau because it was obvious that the payment had been made and that this was not my fault. She stated she opened a note in their system reference # * that would stop reporting on the credit bureau. They have reported negatively on my credit report (s) even with this note in the system and me being told they would not!!!
Also on this call she asked me to fax the information again to 866-675-5772 Attn: Payment Research because that was really who should get it. This is after I was told in the same conversation that * had received it. So I did.
On 7/16/08 I received several calls from a * (collections at CitiMortgage) on my work cell phone. I called her back and left a message. She returned my call and was very rude. All she was worried about was my July payment that I had not made at this time. It was not 30 days and I wanted my issue resolved with the April payment that I had now sent the information on several times and spoke to many people about. She got me very upset so I asked to speak to a supervisor. At that time I was put on the phone with Ms. *. I explained everything to her AGAIN. She asked me to fax it to her at 972-657-1635. I faxed it on 7/17/08. She assured me she would make sure it got to the right places to get resolved. I told her I was not interested in making my July payment at that time, I wanted this issue resolved. I was also less than 30 days and just wanted this resolved. She apologized and said she would get it taken care of. She gave me a phone number of 888-887-6151 ext. * to call her back on.
On 7/24/08 there was hope or so I thought, I received an email that stated We have received you recent correspondence, and we will review it as soon as possible
I did not ever hear back from Ms. * or anyone else regarding this issue. I called on 8/1/08 at 10:20 am to that number and extension provided by Ms. * and it answered CitiMortgage and then beeped for a message to be left and I did. I called back on 8/3/08 at 9:55 am to the same number and extension and it said CitiMortgage and then beeped for a message and I left another.
On 8/6/08 I sent a reply email message to the email sent to me regarding the review of correspondence and still had not received anything back.
On 8/15/08 I called again at 9:00 am. I used the original customer service number from the first letter I received. I was connected with * a customer service representative that proceeded to tell me that it appeared that a letter had been sent out to me at the very end of the previous week that I had not received yet. Essentially it stated that due to the fact that I had crossed out my balances (before and after) the payment on my bank information that it was not sufficient. They wanted to see my bank balances. She then sent me to a supervisor named * *.
She said that I would have to resend everything and leave my balances. I said that I did not think those numbers were their business but that I would go ahead and do so. I told her I could not believe that I was at 90 days / 3 months of trying to resolve this issue. I also then went ahead and made my July payment (reference # *) as I did not like having that hanging over me. This is when I asked about the reference note that I had been told about previously that stated I would not be marked as late to the credit bureau and she told me I had in fact been reported because every payment I made was being posted to a previous month. This had been the last straw! I did go ahead the following Monday the 18th and emailed her the information and also faxed it to her at 469-220-2809.
To date I still have not heard anything, I still show as April not being paid and it continues to be an issue!!!
I receive calls every day many times a day for my payment to be made. As far as I am concerned and have shown more times than should be necessary I made my April payment and have made every month since. This has cost me a great deal of time and money not to mention stress and worry.
I need to get this resolved. I asked for the next in line of command above a supervisor to speak with and was told it would be a unit leader but can not get anyone to put me through to one so I have resorted to this.
Please help.
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