I have recently experienced problems with my Citicorp Trust Bank mortgage loan. It began back in February with the statement dated 02/11.
I was assessed a past due balance of $1,140.49, which prompted me to contact Citicorp Trust Bank customer service on February 27. At that time I was advised that, due to interest, my current past due balance was $1,194.08. I took the opportunity to pay the amount of $1,194.08 during that call despite a check-by-phone charge of $15.00. The check number I used was 1288. After completing that transaction, I was told that my account did not have any further past due balances and that my mortgage payment of $1,071.95 was due. I told the representative that I would mail in the payment.
The check by phone for $1,194.08 on check number 1288 was cashed by Citicorp on March 5. The check that I mailed (#1300) for $1,071.95 on March 15 was cashed on March 24.
My understanding was that check #1300 for $1,071.95 was received late and therefore charged a late fee of $53.59. I did not have the late fee to mail with my next payment in the amount of $1,071.95 (check #1338), which was mailed on March 28.
I viewed the statement dated 03/13, and it showed a past due amount of $1,194.08. This amount had already been paid and cashed by Citicorp on March 5. Why didn't the statement reflect my payment?
According to when my payments were cashed and the statement dated March 13, I should have only had a late fee of $53.59. I also sent another $1,071.95 (check #1336).
I received another statement dated 04/12, and much to my surprise it now showed a past due balance of $175.72. That prompted me to call Citicorp customer service again on April 20.
In speaking with customer service about my mortgage, the first representative I spoke with refused to look into the matter when I mentioned that Citicorp might have made a mistake in servicing my account. She hung up on me!
I called back and immediately asked for a customer service supervisor and was transferred to Arlan Daniels, who informed me that there was a $15.00 non-sufficient funds fee applied to my account and that additional fees paid in the amount of $122.13 were never applied to my account. I told Mr. Daniels that in January we had contacted customer service wanting to cancel the automatic payments, and we were advised to go to our bank and fill out paperwork denying Citicorp access to our checking account in that manner.
Because we were advised by Citicorp to do this, we were told that no penalties would be assessed. Mr. Daniels said that he would waive the $15.00 fee and have the $122.13 released from suspension and applied to the account against the past due amount of $175.72. After all this, my late fee of $53.59 would still be past due.
As a result of my conversation with Mr. Daniels, it was my understanding that the total due would consist of $1,071.95 and $53.59, making the total payment $1,125.54. I sent a payment of $1200.00 (check #1358), which was cashed by Citicorp on May 14.
Upon receiving my statement dated 05/13, it reflected a past due amount of $160.72. I again called customer service and spoke with a manager named Allan Balthrop. He stated that he would correct the mistake. Per Mr. Balthrop, apparently the $122.13 that was supposed to be applied to the past due amount per my conversation with Mr. Daniels in April was instead applied to the principal, and they also applied the extra $128.05 that I paid on check #1358 to interest instead of to the past due $53.59.
I called customer service again on 05/24 to make sure that this problem had been corrected and that the account did not have any further past due amounts owed. I spoke with a customer service supervisor named Johnny Delagarza, who said that he would make sure that the late fees we were still being charged would be waived, that the account would be current, and that our next mortgage payment owed would be a regular payment of $1071.95. He stated that no additional fees would be applied to the account. I again chose to make a payment dated 05/28 for $1150.00 with check #1371 and again paid the check-by-phone fee of $15.00. Mr. Delagarza assured me that all would be corrected and that the account was paid to date.
During all of this, I finally had enough of the customer service department, of being lied to, and of all the broken promises to make sure that information was corrected in their system. So I sent a letter of dispute to the correspondence department, and in return they sent me a payment history letter. The letter that they sent is completely wrong. The payments they show are as follows:
02/28 - 1071.95 should be 1194.08
03/22 - 1071.95 correct
04/01 - 1071.95 should be 1072.00
05/13 - 1071.95 should be 1200.00
05/27 - 1150.00 correct
This shows money missing in the amount of $250.23, and yet their payment sheet states that I am still behind $122.13!
This company is clearly trying to take advantage of me and my family. They still have not corrected their previous mistake, and now they continue to make more.
I would like some help knowing who to contact and their addresses, since I need to know because of the two different states. We are also trying to refinance due to this situation, but due to the PPP we can't. How do we go about disputing the PPP?
I feel that I am being taken advantage of by Citicorp in this situation. I have called repeatedly to resolve the issues I have with the company, only to find that what was supposed to be resolved was not!
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