Citi Mortgage
Loan Modification Payment Held in Escrow, Late Fee Charged

I was offered a loan modification that would lower my payment. While doing this, they put my payment in a hold status and then sent the money into an escrow account without my knowledge or permission. When I got the next bill, it showed I missed a payment and added a late fee, along with letters and phone calls.

On my first call today, they informed me I had to prove the check was cashed. When I called back, the person I got did not need this and passed on about the escrow account and could not change it. I was then passed to another clerk and got the same thing, but they did pass me on a blind call to the escrow section, where I was informed there was no account. After being passed again, I got someone who knew their job and cleared it up in 15 mins. That's after being on the phone for almost 2 1/2 hrs.

When I asked for a manager or director, they said there were none. When I asked for a number of someone to call, one number went to a fax and the other to a line not in use. I am planning to file a complaint with the Illinois attorney general's office.

Company: Citi Mortgage
Country: USA

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