My nightmare began back in September, while on vacation no less. I made an automated payment by phone for my mortgage payment like I always have. While on vacation, I called to check the status of funds in my checking account. Much to my surprise, CitiFinancial Mortgage took my payment out of my account twice! The first transaction of $1231.04 was authorized by me. The second one of $1231.04 was not an authorized transaction.
I called my mortgage company (I waited on hold for 35 minutes) and asked what had happened. They told me I needed to fax my bank statement over to them as proof that this did in fact happen. So I did. Keep in mind that I was still on vacation, thousands of miles from home, while doing this. They told me that as soon as they received my fax they would call me back. I got no return phone call, so I tried to call them back. Their office was now closed. I called back again the next morning. They told me they never received the fax, so I ran out again to fax it to them. This time I called back and they looked through their system and saw the fax. This was now my third call to CitiFinancial, and we were up to 3.5 hours working on this with them.
They told me they would get a check cut that day for the amount of $1,231.04, and a check for the $60.00 in NSF charges they caused me, and that they would overnight it. I would have it the next day. Surprise, no check. I called again. This time I was in transit on my way to an airport to fly home. I spent 4 phone calls trying to get through to someone who could help me and another 2.5 hours on the phone. Customer service representatives were rude and nasty, and the supervisors I talked to were of no help. They kept giving me the runaround and the brush-off, and I still did not have my money.
I called the next morning and spent 45 minutes on hold before I could talk to someone. I still had no check refunding my money. It was now Friday. The nightmare began on Tuesday. They assured me I would have it by Saturday. I finally received it Saturday at 4:30 in the afternoon! The banks were closed and I could not deposit that check. In turn, this caused another overdraft in my checking account of $30.00.
I finally received my $60.00 check on Tuesday of the next week. I have now been fighting with them since Sept. 22nd to receive my $30.00 refund. The supervisors, Alan and Krystal, tell me that they both have submitted a request for a refund check, but nobody can understand why I have not received it yet or why the accounting department has not cut the check. It has now been 3 weeks trying to get this check back. I left a voice mail for Michael H. He is supposed to be the head supervisor over the other two individuals I spoke with countless times, who cannot seem to do this correctly or give quality customer service.
I will add to this as the nightmare continues. Right now I am waiting for a call back from Michael H, and I doubt it will happen. I am sure I will be calling back and will have more to add as time goes on. I have also come to the conclusion that I need to contact an attorney. These people are completely useless.
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