I suffered a total loss of the financed vehicle on September 6th. After 2 months of waiting for the GAP insurance company to confirm whether they would pay or not, I contacted Citifinancial for help in getting the insurance company to at least answer my call (a rip-off report for another time).
I was told not to make a payment until the matter with the insurance company was resolved. Further attempts to defer a payment or make payment arrangements while waiting for the insurance were met with the same answer: "We can't do anything until the insurance company contacts us." Meanwhile I kept receiving late payment letters and phone calls constantly.
When the insurance company finally faxed confirmation of the denial of the claim, I again tried to take advantage of the wonderful options offered to me by Citifinancial on the letters I was receiving for being overdue. I explained that I wanted to take option 4, which was to take the $9000 left after my primary insurance company paid them and spread it out over the remaining life of the loan (3 years).
I had called the payment center and was told to call the insurance department. The insurance department said they had no idea why I was told to contact them, and my call was transferred to the recovery department. The recovery department said I should have spoken to Payments. I explained I had, and they gave me another number to call. This went on for 2 hours.
After all that time I had spoken with no one who was able to help, inform or in any way be helpful. And the late payment phone calls and letters continued, all after following their advice not to make a normal monthly payment until after the insurance company had paid the claim.
Now, unemployed and without a vehicle, they want $4000 in payments plus fees immediately. Every time I call the company, my call is redirected, bandied about and sometimes even disconnected. They have acknowledged that I was told to hold off on payment until the insurance companies had paid, but they will not help me begin to make payments to them now that I want to eliminate this debt, just not all at once. And they will not accept one month's payment to get things on schedule or remove the fees their advice created.
After 6 months they have reported my account past due over 120 days on my credit report and sent my account into collection. Wonderful customer service.
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