CitiMortgage
Missing April 2008 Payment After Loan Transfer Still Unresolved

CitiMortgage purchased my home loan on 5/1/08. My April 08 payment, made to the previous holder, was not noted as paid in the CitiMortgage system.

My first call was on 5/15/08 at 5:11 pm. I spoke to * #MG60359, who said I had made the payment to the previous provider and that I was making a payment for the month of May. She said it would be noted, that they did not have the history from the previous provider yet, and not to worry. I made the loan payment to them for May, confirmation # *.

Then I called in and posted the June payment on 6/6/08, but there was still no resolution to my missing payment. CitiMortgage said they still did not have my history.

I called on 6/30/08 at 8 PM EST and spoke to a customer service rep (*). I explained everything for the third time. I waited on hold for 14 minutes for a supervisor and was disconnected. I called back at 8:17 pm. I could not understand the customer service representative who answered, so I just asked for a supervisor. I waited on hold for 8 minutes and was disconnected again. I called again at 8:35 pm and finally got a supervisor named *, who listened to everything I had to say and opened case # *. She 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 a copy of my online bank information and my email confirmation from my previous provider to fax # 469-220-2809, to her 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 I had sent was received. She confirmed that * had received it. I also told her that I wanted to make my July payment but wanted to make sure that all of this was resolved before I did. I said this for a few reasons:
1. It had now been over 45 days with no resolution and definitely not very good internal communication within 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 that by waiting to make the payment I might get some help.

On this call I also talked to her about not reporting to 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 to the credit bureau. They have reported negatively on my credit reports even with this note in the system and me being told they would not!!!

On this call she also asked me to fax the information again, to 866-675-5772, Attn: Payment Research, because that was really who should get it. This was after I was told in the same conversation that * had received it. So I did.

On 7/16/08 I received several calls from * (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 had not been 30 days, and I wanted my issue resolved with the April payment, for which I had now sent the information several times and spoken to many people. She got me very upset, so I asked to speak to a supervisor. 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 late and just wanted this resolved. She apologized and said she would take care of it. She gave me a phone number, 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 your recent correspondence, and we will review it as soon as possible."

I never heard back from Ms. * or anyone else regarding this issue. I called on 8/1/08 at 10:20 am to the number and extension provided by Ms. *. It answered "CitiMortgage" and then beeped for a message to be left, and I left one. I called back on 8/3/08 at 9:55 am to the same number and extension, and it again said "CitiMortgage" and beeped for a message, and I left another.

On 8/6/08 I sent a reply to the email I had been sent about the review of my correspondence, and I 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, who told me that it appeared 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, because I had crossed out my balances (before and after) the payment on my bank information, 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 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 I had been told about previously, which stated I would not be reported as late to the credit bureau. She told me I had in fact been reported, because every payment I made was being posted to a previous month. This was 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, I have shown more times than should be necessary that 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 to speak to the next in line of command above a supervisor and was told it would be a unit leader.

Company: CitiMortgage
Country: USA
Phone: 8002837918
Site: citimortgage.com

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