Ok, so my nightmare began back in September while on vacation no less. I did 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 for $1231.04 was authorized by me to do. 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 for proof to show that this in fact did actually happen. So I did. Keep in mind I am still on vacation 1,000 of miles from home while doing this. They tell me that as soon as they receive my fax they will call me back. I get no return phone call so I try to call them back. Their office is now closed. I call back again the next morning. THey tell me they never received the fax so I go run out again to fax it to them. This time I call back and they look through their system and see the fax. This is now my third call to CitiFinancial and we are now up to 3.5 hours working on this with them.
They tell me they'll get a check cut that day for the amount of $1,231.04 and the check for the $60.00 in NSF charges they caused me and will overnight it. I'll have it the next day. Surprise, no check. I call again. This time I am in transit on my way to an airport to fly home. I spend 4 phone calls trying to get through to someone that can help me and another 2.5 hours on the phone. Customer service representatives are rude and nasty and the supervisors that I talk to are of no help. They keep giving me the run aroudn and the brush off and I still don't have my money.
I call the next morning I now spend 45 minutes on hold before I can talk to someone. I still have no check refunding my money from them... It's now Friday. The nightmare began on Tuesday. They assure me I will have it by Saturday. I finally receive it Saturday at 4:30 in the afternoon!!! The banks are closed and I can't deposit that check.in turn this causes another over draft in my checking account of $30.00.
I finally receive my $60.00 check on Tuesday the next week. I now have been fighting with them since Sept. 22nd to receive my $30.00 refund. They, (the quality supervisors that they are) Alan and Krystal tell me that they boht have submitted a request for a refund check but nobody can understand why I haven't received it yet or why the accounting department hasn't cut the check. It's now been 3 weeks trying to get this check back. I leave a voice mail for Michael H. This guy is supposed to be the head supervisor over the other two individuals I spoke with countless times that can't seem to do this correctly and 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 have more to add to this as time goes on. I have also come to the conclusion I need to contact an attorney. These people are completely useless.
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