CitiMortgage
Reviews and Complaints

My name is Melody Fox, I'm a Realtor with Century 21 Everest in Ventura County Ca. I represent my client Barbara Weiser.

She was approved by CitiBank, loan Officer Roxanne Crow for the CitiBank HomeRun Mortgage program April 28, 2023.

After Barbara's CitiBank loan officer Roxanne Crow emailed me Barbara's letter of Conditional Approval, we began our home search and soon offered on a condo and offer was accepted. Purchase price 520,000.

Offer of acceptance date was June 14th, 2023.

Escrow opened, June 15th and our 45-day escrow began.

Closing date to be Monday July -31-2023

Roxanne was consistently slow to return calls or emails from both Barbara and me. Once Barbara had left a couple VM and sent emails and it took a week to hear from Roxanne her loan officer.

I would leave VM and sometimes get a return call.

As our 45-day escrow progressed, and due to inspections, we were doing at the property and request for seller repairs we were late removing our buyer Contingencies.

We all so had appraisal issues which caused me to file an Appraisal Appeal, of which in my 18 years of Real Estate I have Never had to do.

That was quickly resolved, and we moved on.

As our closing date approached and it was now July 24th, I called Roxanne as I do all my buyers' lenders, she did not pick up I left a VM, and then called back a bit later, she then answered.

I asked her if we were good to remove the loan contingency, that it was 3 weeks past due, it was due July 3rd, and we close in a week.

She seemed not to know what to tell me, but responded with let me see and, I assumed she was checking where we are in the process, she proceeded to say it's in UW for final review and Clear to close. I asked again, so we are good to remove the loan contingency?

She said the CD should go out on Wednesday and the Processor Kesia had already emailed stating they would send the CD Wednesday.

Roxanne eventually said it should be fine that we always send it through UW as we are reviewing the application and so she is already conditionally approved, and I said OKAY then we are good to remove the loan contingency, she said it should be fine.

So, we removed all contingencies we were ready to close!

We did receive the CD on Wednesday, Barbara the buyer sent her closing Funds to escrow on Thursday.

We expected to get closing Doc's on Monday July 31st our official closing date, and probably close a day late.

Monday July 31st comes, and we don't hear anything all morning from Roxanne or anyone from Citibank.

Escrow has not heard anything, I have not heard anything Barbara has not received any contact from anyone.

So, we all start sending emails by mid-morning asking when we can expect loan Doc's?

Barbara receives an email from the loan processor, Kesia stating, you need to talk to Roxanne, she will be calling you.

Well around 2:00 in the afternoon on day 45 of a 45-DAY ESCROW Barbara gets a call from Roxanne, saying we are sorry to inform you that you do NOT qualify for the CitiBank Homerun Loan Program, however, here are 2 other more expensive loans we can offer you!

What the HELL are you kidding me?

DID THEY JUST DO A CLASSIC BAIT N SWITCH ON US at the last hour?

Choosing Michelle Bui (NMLS ID: 332553) as mortgage loan agent is the worst decision I've ever made in my life. She's incapable of anything and it took us 294 emails, 48 days, 2000 dollars late penalty, countless phone calls and sleepless nights to finally close our loan.

As a loan agent, she's incapable of her work and with bad working attitude. What a treasure to have in citi bank! She has no idea what documents that we need to prepare for the underwriter and that's the main reason we're going back and forth several times which eventually leads to the delay of our loan. I understand that loan is complicated because it's different from case to case but doesn't that the reason we need loan agent to help educate us on why the bank needs certain documents to approve our loan?! If we know that ourselves, why are we paying you to gather our materials?! Besides that, there are a few documents that she has asked us for more than once... I cannot imagine how she organize the previous documents that we sent her, but it must be a mess... There are only less than 30 documents needed, and she still can't sort them out to find the thing she need, how impressive! When we asked her why she kept asking us to send her the same documents, she said that it was because her assistant was on vacation so she can't find the previous documents. If she can't work without her assistant, why don't we just fire her and hire her assistant instead?! Besides her incapability in her job, what annoys me more is her working attitude. She doesn't even try to pretend that she cares about her job. Someone has mentioned in the reviews below that when you call her, she will just say that she's busy and she will call you back and she will never return the phone call after that. When our loan was delayed, we tried to call her to ask about the status, what we can get is " I DON'T KNOW". There's no estimated timeline, no solutions, no plans to get the process speed up, only the [censored]ING I DON'T KNOW! A [censored]ING AI can do better than this! If you ask further, she'll cc her manager and her manager's manager in the email and say that they can deal with it and I should stop asking her.

I honestly don't know why citi doesn't fire her because obviously what she can bring to the bank is angry customers and 1-star reviews. Don't hire her as your loan agent. I wish I've read the previous yelp review about her before I decided to hire her. Please read this review and the other review complaining about the similar things about her on yelp and think carefully before you decided to get loan from citi bank.

Citi sold my loan years ago and I was behind and could not get caught up on two payments so i was trying to get caught up and they continue to charge late fees and then interest on those late fees for the term of the loan till it was sold and it had accumulated $1999.00 in late fees. I don't see how this is legal. How could my fees accumulate that much.

I can not get any details about a Wrongful Foreclosure, conducted through CitMortgage. The foreclosure was in December 2017. I was sending my paperwork to the client's specialist, I was requesting financial assistance, modification, workable solution, unemployment forbearance, I was denied by CitiMortgage and my house foreclosed. I have tried getting details of the foreclosure for five years. CitiMortgage has refused to correct their error and Ejected me from the house. It has been ongoing litigation since 2018 when I filed for litigation help through an attorney. I was not 120 days into a default. I had a Federal Housing Administration loan. CitiMortgage failed to follow rules, policies, and regulations set by FHA. They accelerated on the loan, without FHA/Department of Housing authorization. An agent executed a foreclosure deed in the name of CitiMortgage, when there is a transfer of a mortgage, a mortgage representative should be face to face and sign for those documents, that is a violation of the law. CitiMortgage, Breached the contract with me the borrower by a mortgage servicer. The foreclosing parties had no standing to foreclose. These are illegal mortgage servicing practices done by mortgage servicers. The foreclosure sale of my property was done by fraud. CitiMortgage did not care about foreclosing on these subprime loans, because they were just the servicer of those loans. After foreclosing on these loans and making people lose their homes, they changed their philosophy to only new loans. This is evident, they foreclosed on borrowers without following rules and regulations from RESPA. CitiMortgage fails to work with, subprime loan borrowers. They refuse to offer loss mitigation as required by FHA mortgages. They filed an Ejectment suit, that was invalid because the foreclosure deed was a fraud. They ejected me from the house without any relocation allotment or Cash for Keys when they were not in authority to do so without following all FHA guidelines and policies. They falsely ejected me from the house when they had no rights.

Loan numbers - [protected] -old and [protected] - new.

For 8 months of this process, that should have taken no more than two months I have been made to jump through unnecessary hoops, given erroneous information, lied to and have had money stolen from me by Citi Bank due to the incompetence of Jeff Ouellette, Amanda Presnell, and Melissa Coutcher.

I have tried for HOURS to reach a person who can help with this situation but instead have been hung up on, transferred over and over to the next person who cannot help and generally been given the run-around until I give up.

I need to speak to the person who can actually HELP and has the experience to straighten this out.

Kelly Oliver

3437 Longhorn Trail

Round Rock, TX 78665

[protected]

I refinanced my house with CitiMortgage. The closing date was March 29, 2021, and the disbursement date was April 02, 2021 (Escrow No: [protected]). I paid the second installment of the property taxes from the escrow balance of my old account (Acct No: [protected]) in the amount of $1, 481.21. The title company used by CitiMortgage was ServiceLink Title Company. I was asked to pay the second instalment of the property taxes again in the final closing statement with the title company. In May of 2021 the County of Tulare refunded the double payment to ServiceLink, and the check No.: 3367240 was cleared from the County of Tulare checking account on May 26, 2021. After contacting ServiceLink multiple times, they finally realized that I paid the same fee twice and that the County had reimbursed them, but they could not send me my money, because CitiMortgage doesn't allow them to send money directly to the customer, so they sent my money to CitiMortgage on July 20, 2021. Today is September 2, 2021, and CitiMortgage already confirmed to ServiceLink that it has received my money, but when I contact them, they always state that they never received any money from ServiceLink. I am paying my mortgage loan on time every single month (Acct No: [protected]), but CitiMortgage doesn't want to pay me what I am owed. There's no place that I could go to and nobody that I can call to solve this issue besides what I have already done. Registering this complaint is my chance to solve this problem. CitiMortgage Customer Service is horrible.

I paid my house off. I have a letter from them that they received my payment back in February 2004. I have a once in a lifetime opportunity to buy and sell right now. I cannot afford houses nowadays. I have one I can buy if I sell mine. They will take no contingencies.

Stewart Title can only get an automated response from them.

Citi Mortgage said it would take 5 business days. It is past that.

I sent their letter that says I paid house off.
I have been paying taxes etc. myself.

Citi uses cenlar as their payment handling service and I have had nothing but problems. They input the loan data incorrectly and now say that I have past due payments. I have tried numerous times to correct the issue with the online email, and get absolutely no where. They say they will look into it and then, no response. Deadlines come and go without a response. I wish I had never gone this route, and urge everyone to think before they apply to citi and get cenlar as their loan processing company.

The house of the bank homes at 35 south 8th ave Mount Vernon New York10550
The house is falling apart objects or flying everywhere my window was broken from my house this is a danger to my young kids and members of the community I would hate to see a lawsuit this has been brought to the attention of your management company several times we need to take care of the situation as soon as possible House needs to be turned down if me or one of my kids get hurt there's a big infestation problem with rat And other animals

I have been trying to refinance 2 properties for the last 8 months and have been given the run around. I keep being told to resubmit the same paperwork. I paid for a questionnaire from my HOA back in November. 2 weeks later my loan officer said they didn't have it, then found it. 3 months later they lost it again. 4 months later, lost again. Now 5 months later they want an updated version and I have to pay for it again. I was told initially I didn't need an appraisal, 5 months later I get a call from an appraisal. No contact from Citimortgage. When will this end? At this point it is costing me more money in choosing Citimortgage over another company.

Re: Mortgage Loan Application - Loan Number: XXXXXX836702 - Julia Richardson
To Whom It May Concern,

This letter is to lodge a formal complaint with respect to my mortgage refinance and the treatment that I have received from everyone assigned to my account.

I began the refinance application process on 10/2 and have yet to close although I've been told that I have satisfied everything needed to complete the process. I received my mortgage loan commitment letter on 3/10. Nothing has transpired since then and every phone call that I have made to ask questions about the commitment letter have gone unanswered.

The substance of my complaint is as follows:

1) It would appear that most of the activity that has transpired on my application occurs when I call to ask for a status.

2) At times I have had to do the job of the representatives who were assigned to the account. As an example, during the time period of 12/16 through 1/22 I had to call the bank numerous times with respect to sending payoff letters related to my HELOC despite being told multiple times by my bank that it is the responsibility of the mortgage company to make those calls. On one occasion I had asked Roy Moran if he would follow up and his answer was "Nope …" Please note that you can see this correspondence for yourself on page 2 of the attachment.

3) No one ever returns a phone call and rarely returns an email. At one point I was even able to speak with a manager, Christina Ressler, on 1/22 who stated that she would reach out via email by the end of that week. I have heard nothing from her pursuant to our conversation.

I have all emails and a chronology of my interactions. Unfortunately I cannot upload these are they are PDFs. When someone contacts me, I will share this detail.

I want you to know that reaching out to lodge a complaint speaks to my heightened level of frustration. You need to know that your company culture seems to be one of blatant disrespect toward the customer.

Thank you,
Julia Richardson
[protected]@aol.com

I'm asking for an full investigation of my modification that was done in 2014 and CitiMortgage knowing they received five payments of my mortgage from the Windsor Federal Bank, Bloomfield, CT 06002 causing me to do an modification and never credit me of $5, 517.00 I send proof payments to fax [protected]. for those payments 8/14;9/14;10/14/11/14;12/14. to loan #[protected]; Resource Dept.. they claim they never receive those payments and therefore if I don't do the modification they will take my home I couldn't afford that being my grandchildren was in my care through the probate court. A gentleman (Mr. Nathaniel) who were taken my calls at the time after the modification who were hanging up my calls. since my loan been transfer to Censlar I was told that on April 24, 2020 that CitiMortgage had two loan on my house.

December 30, 2019
Citibank played a very dirty trick on its loyal customers when it transferred all of their Home Equity Customers to ONE STAR rated Cenlar Inc. I have nothing but problems with Cenlar, and cannot reach them by telephone. After being on hold for over 90 minutes, I was abruptly disconnected by Cenlar Customer Service (sic). Citibank online initially provided the wrong information about my first Auto Debit from Cenlar in November 2019, and Cenlar failed to communicate with me concerning the amount of the first Auto Debit from Citibank Checking. Cenlar then unjustly placed a $20.00 NSF Fee on my account, after the November 2019 Auto Debit failed. This fee, which I am currently contesting, and refusing to pay, is totally the fault of both Citibank Online and Cenlar. Citi Mortgage / Citibank has played a very dirty trick on all of its loyal Home Equity and Home Loan customers, by transferring our accounts to ONE STAR rated Cenlar, inc. Until this $20.00 NSF Fee is removed by Cenlar, I will NOT be using my Citibank Credit Cards. A Dirty Trick and a Customer Service Disaster by ONE Star rated Citibank / Citi Mortgage. Allen J. Frankel

In August of 2018, payment processing of our mortgage was transferred to Cenlar (Central Loan Administration & Reporting). When we received 1st mortgage statement from them there is a 95.00 charge still unpaid for transfer fees. In February of this year we received our annual escrow analysis. In May we received another analysis. Cenlar said it was because of another threshold escrow amount that started when our mortgage was refinanced in 2003. The customer service rep said it is usually never explained and that the amount used as a contingency should never go below 650.00. The representative went on to explain that because of higher home owners insurance and property taxes that the contingency had dropped below 650.00 and an additional amount of money is needed for escrow and contingency. Because of this 2nd analysis, our mortgage payment will increase twice in 2 months. Can someone please explain why in all correspondence last summer in regards to Cenlar taking over payment processing that we were never told of the 95.00 transfer fee. Also why was it not explained about this additional 650.00 threshold account.

My Name is KImberly Chriswell
My Cenlar Account Number [protected]
Property Address: 182 Addie Road, Graniteville, SC 29829
Phone Number: [protected]

Mailing Address: PO Box 248 Langley, SC 29834

You have put cenlar in charge of my mortgage payments. I an extremely unhappy with them for multiple reasons. Their website is clunky and not user friendly. Payments cannot be made on the weekend or after 6 pm for those of us living on the west coast. Up until now I have been happy with citimortgage. Please reconsider contracting with this company that provides extremely subpar customer service. Or I will be reconsidering continuing to use citimortgage for my mortgage purposes.

I have been getting offers to refinance every couple month for the last 2-3 years and has been unsuccessful to unsubscribe from those. I get a run around between different teams who promises that would the last time but in a couple month, I get a new offer.
I spoke with multiple teams and their managers but offers still coming.

I want those refinance offers to stop.

I am a widow and like many others lost my house, cars etc. During the bank meltdown years. Ironically, I was a professional in mortgage lending, I worked hard and honestly for over 35 years. My last position was director of affordable housing, I enjoyed what I was doing as a profession because unlike many others in my field,
I was really helping those in need of housing and gave my very best to educate my customers so they never would lose their home. Now, sadly I have a nuerological illness that has no cure and is very painful, for the last 6 years, that does not permit me to work full time or in my profession. I was very hopeful that the bank I have been a loyal customer for over 25 years citibank would listen to my request for a modification of my mortgage to make it affordable for me now that my income was so much lower than years ago. The story unfortunetly is long, I will summarize as best possible... This is my fouth attempt to request a modication on my mortgage with citimortgage! They are the most incompetent and unresponsive group of people I have ever encountered. Each time I have sent in all of my incredibly lengthy amount of documents to them, after 6 months of waiting I get another decline. Each time for something else, I feel they just want me to fail and give up... I am now trying once again to request the modification of my mortgage, I am not asking for a hand out, I am not asking for any special treatment, all I am asking for is a fair honest opportunity to keep the only thing I have that I call home, which is a small condo apartment. Nobody in citimortgage cares to stand up for what is the right thing to do or listens, the last person I spoke to in the executive escalation department said to me "it is not about emotions, it is all about numbers" so there you have it, they don't care at all to take the last small home you have. The modification process should be easy and it should not feel like I am begging for help, I have my dignity and I worked very hard for many years, I only ask for justice to be done, it is simple; all I need is a lower 30 year fixed rate loan, instead of a 15 year adjustable rate that keeps going higher. There are many people in my shoes and this is an outrage that this bank "citibank - citimortgage" being such a huge corporation would be so heartless and frankly unprofessional. I am so out of hope and feel to low at this point that, I doubt this is going to help me or any one else, but atleast I felt a little relief in writing my citimortgage saga which is a "true story".
(I am not sure how you would contact me if this does make a difference, I have never written a complaint like this before.)
I do not want to sound so bitter, or resentful, but it is really not fair to take away they only home I have, after having so much hardship.

Citi loan no. [protected]-9

We were in the Woolsey fire are and have been holding a check from our insurance company issued December 17, 2018 for clean-up. The resolution department has not responded to our letters and phone calls regarding endorsing and releasing the check.

They initially approved releasing a portion of the check and required us to endorse it and send it to them. The structure was NOT damaged. The house has been cleaned and landscape replanted. Citi has not called, or written, and has refused to send an inspector to confirm that the property is fine.

We have NEVER been late on any mortgage payment, and the loan is approximately 15% of the value of the home. In fact, the loan is less than the value of the land.

Please have your mortgage resolution department notifiy us that they will endorse and release this check immediately!
Thank you,
Donna Ford
[protected]
6150 Zumirez Drive
Malibu, CA 90265

We requested a statement of our escrow account, showing tax and insurance payments. NO RESPONSE ! despite our forwarding tax bill last October.

Over 6 calls to Cenlar, asking for review and reduction of tax escrow, and they refuse, despite laws requiring them to do so in December.

We get no help and rude, degrading, and terrible service from all Supervisors we have spoken to in an effort to resolve these issues.

We have been a CitiMortgage customer for many years, and do not deserve this treatment !

I have been billing CitiMortage for payment of Ground Rent for the property at 1209 Wildwood Pkwy, Baltimore, MD 21229. You hold the mortgage and I understand there is an escrow account for taxes, etc. Ground Rent is due the 5th of January and July in the amount of $48.00. It was last paid by CitiMortgage for January of 2011. I have been billing CitiMortgage every 6 months at 4050 Regent Blvd., Irving. Texas 75063. These bills have never been returned by the post office and CitiMortgage has never shown the courtesy of advising me why they are ignoring these invoices. CitiMortgage did pay the ground rent a couple of times, around 2010-2011, but then stopped. Property records in Maryland indicate CitiMortgage was the mortgae holder for most of the time between 2011 and today. Your assistance is appreciated. Avery Chandler [protected] [protected]@verizon.net