Several months after I closed on a refinance, I was checking some numbers and found $200 of financing that was not accounted for. My mortgage documents said I paid $1000 in prepaid interest, but when I pulled up my Citimortgage account, it said they only collected $800 in prepaid interest. Looking into this became a 5 month long hunt, spending well over 100 hours on the phone with Citimortgage, most of it on hold. It, obviously, became less bout the money, and more about the point of the issue, that they would REFUSE to account for that extra $200. I finally got them to concede that they owed me that money, which started another 3 month process of trying to get it back. First they said it was held by the closing attorney, who then showed me documentation that Citimortgage had 3 months earlier requested that the attorney send that money back to them. Then Citimortgage claimed they never got the check, even though I had a copy of the check which had been cancelled and deposited in the Citimortgage pockets. Again, it took no less than 50 additional phone calls, leaving un-returned voicemail messages, talking to supervisors, who now were telling me that the person to whom the check was sent, and a Citimortgage address, was not a Citimortgage employee. I'm sure it was one of those rogue tricksters that go around pretending to be mortgage company employees, collecting money from unsuspecting Citimortgage customers, and depositing that money in the Citimortgage pockets!
So, several months later... They REFUSED to issue me a refund of that money, but did agree to put that money towards the principal of my loan, so at least the money is accounted for again. If they took $200 from each of their customers (most of whom would either never know it, or not have the tenacity to get it back), how much money would they be pocketing?
I even tried to find somebody that I could complain to, and they would not even direct me to a complaint department. There was absolutely nowhere for me to vent, or get an apology, or "I'm sorry, we'll try to serve you better in the future"!
That is why I am posting here. Bottom line: Watch your money CLOSELY, because even big name companies which we trust will take any chance they can to stick it to you!
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