CitiMortgage
Advice on Documenting Mortgage Payment Problems and Escalating

I would suggest that you never make a phone payment to CitiMortgage. The same thing happened to us. Never use their website to make payments either. You can sign up on their website, but only for the purpose of seeing how they are recording the activity on your account. You should print these records out monthly at a minimum. (We have seen payments recorded as accepted and then "backed out.") Send payments by cashier's check through an overnight service like FedEx. I know it costs more, but then they can't say your check bounced or whatever, and they can't say they didn't receive it when they have to sign for it. Well, they can say it, but they can't prove it, while you can.

You should keep logs of calls, getting names and noting times, how many times you were transferred or put on hold, and so on. Details, details. Write to their president in O'Fallon, Missouri, and attach documentation of everything that has transpired, including a log in dated chronological order so it is very easy for them to follow. Expect no reply. Allow ten business days for a reply, then repeat the process, noting whether you received a reply and adding all communications to your ongoing log. As the months go by, each mailing gets thicker and is sent to more and more people. You will have shown that you have gone out of your way to communicate with them, while they look worse and worse for failing to respond or to address your complaint. Once you have accumulated a paper trail with documentation, call your senator's office and send the entire file with attachments to the senator with a brief cover letter explaining that you need their assistance.

You can file complaints with all the agencies you want, but it could be years before anything happens, and you may not even be notified. A senator can send your complaint to the top of an agency, especially if your case reflects gross disregard for the law.

Then look for a good attorney. Just make sure the attorney has not represented, and is not representing, any Citi entity before you hand over anything or discuss anything.

Good luck!

Company: CitiMortgage
Country: USA
State: Missouri
City: O'Fallon
Site: citimortgage.com

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