CitiMortgage
Reviews and Complaints

Mortgage Number [protected]
We purchased our home in June 2016 for 370K. This 20yr old home needed TLC and some updating. We planned to put around 80K into it. We only put 5% down so we would have funds for the updates. I specifically asked the loan originator about when we could request an appraisal and get PMI off our mortgage. I was told the loan needed to be "seasoned" 1yr. At 1yr I requested the PMI to be taken off, but was denied due to needing 2yrs of seasoning. I felt I was intentionally misled. Our loan officer knew we were looking at other mortgage companies. We inquired about financing thru Wells Fargo with a 6 month seasoning. CITI was offering a discount because we already had 2 mortgages with you. We figured we needed about a year to complete our updates, so a 1yr seasoning with CITI was okay. Now that it is 2 yrs, we have spent an additional $2400+ on PMI, so the saving CITI offered for originating the loan cost us more than if we had gone with Wells Fargo.
In our denial letter it stated, unless we had updates, etc to prove increased value. You requested a detailed letter of updates, which I sent. I also explained in the letter that the original appraisal at time of purchase(which was 64K more than purchase price) already supported that we were at 80%. I understood appraisal price cannot be used initially, but since we had put around 80K into the property in 1yr, considering the initial appraisal, and the real estate market in our area, it would be a no brainer that our home would meet the 80% ratio. My request was denied. It is frustrating that I could not talk to that department. Only faxes and letters were allowed. I sent repeated letters pleading our case, only to be sent form letters back denying my request and asking for detailed improvements.
It is now 2 yrs and we just received our appraisal. Our home appraised for 535K. Our current loan is 338K. That is about 63%. Our home would have ABSOLUTELY appraised for enough 1 yr ago. I don't understand why CITI would not have let us attempt this last year. The cost of an appraisal was all on us, so CITI would not have been out any money. That department probably spent more time answering my letters than they would have processing my PMI approval. I have to wonder if CITI has a financial benefit to keeping PMI on the account for longer than necessary, and this factored in the decisions. If so, that should be a conflict of interest.
I feel we should be reimbursed for 1yrs worth of PMI. This was a wrong, poor decision made by the PMI department not to work with us 1 yrs ago. The numbers don't lie. They support that even a year ago, we would have met your parameters for PMI discontinuation.

Thank you,
Terry and Cynthia NeSmith

This information relates to my modification of loan terms. I initially applied for loan modification in April 2017 and submitted package to CitiMortgage Inc. team.

In January 2017 I called the Citimortgage Homeowner Support Specialist for his advice and he highly recommended that I should apply for modification of loan and get FHA loan to lower your monthly payment.

First Homeowner Support Specialist
Marian W Mutwota
I applied for loan modification in February 2017 and Ms. Mutwota asked me to provide complete information of my business and personal bank accounts. I provided almost 400 to 500 pages of information which she asked over three to four months period. Some of documents I provided to her three to four times. This happened during February to July 13 2017.
Second Homeowner Support Specialist
Gilbert Ponce De Leon
Mr. Ponce De Leon took over my case some time in July 2017 and started asking me the information that I have already provided to Ms. Mutwota. Some of documents such as bank statements of my business and personal accounts which were almost 100 pages plus all other documents. I also provided him 400 to 500 pages of information.

Third Homeowner Support Specialist
Tamara Graham
Ms. Tamara, I am attaching a letter from my wife's school letter head with the information you requested that is her annual salary, how often she get paid and how much she has been paid up to date. This information will enable you to make a final decision of my loan modification. I am also attaching the similar letter requested by Mr. Gilbert Ponce De Leon. I am attaching a photograph of all my documents and information that is more than one 1, 000 pages that I provided to three Citimortgage Homeowners Specialist.

So far I was not able to get approval on loan modification since April 2017 but at the same time CitiMortgage continue to charge me $1, 586.76 every month since April 2017 to July 2017 although I did not have the ability to pay but I kept myself up-to-date until May 2018. I borrowed money from friends and daughter, and kept my payments up-to-date. This is the first month I was not in position to make my mortgage payment. I send several emails to Mr. Gilbert Ponce De Leon my previous Homeowner Specialist and explained to him my situation and explained to him that I will not be able to make my mortgage payments but I did not receive any response from him. Now I am having high hope and expectation from you to finalize my case once for all. My application is straight forward and I have submitted hundreds of pages and documents to support and justify all my financial information. I believe I am in good hands and I will hear a good news from you very soon. My whole family is severely affected because of my illness and due to the burden of monthly mortgage payments that has put us in a extreme financial difficulty and hardship.

Please help me to resolve my problem as soon as possible.

Thanks,
Farasat Khawaja

My husband and I bought our house in 2013 and in 2017 we submitted tax exemption paperwork because my husband is a veteran. Our payments were approximately $1150, which then got reduced to $838. This was in the early part of the year. Come November our loan was sold to Nationstar/ Mr. Cooper. We had become past due on our payments in 2017 and we were just about to get caught up. In April I was told our payment would be going up due to property taxes. I advised we have tax exemption paperwork so I submit this and don't hear from anyone. I called and a customer rep says they did receive it and are doing an escrow analysis to figure out what my payment is going to be. April May come and go and when I call to make a payment on June is when I find out our payments our increasing because our property taxes were not paid in 2017 because CitiMortgage didn't include this in our payments. So now we owe NationStar that money because they paid the property taxes. We owe them like over $3k now over five years to payback the property taxes. Our mortgage payment is over $1200 now. No one seems to want to help us in getting CitiMortgage to pay for their error. We need help!

It has been over two weeks since I sent you a check from my insurance company, it was sent overnight from Goin' Postal on Simpson Road in Kissimmee, Fl. 34743.
The check was supposed to be returned to me after being signed by Citi Mortgage. I can not begin repairs on my home until this check is returned. I incluced a paid return envelope in the shipping envelope.
My Account number is [protected]-4.
Please return this check ASAP.
Note: While waiting for this check my roof is being damaged further by wind and rain!

Janice Nichols
2498 Shelby Circle
Kissimmee, Fl 34743
Thank You

My loan number was [protected]. I satisfioed my mortgage in Sept 2012 on property 141 Park Lane Douglaston, New York 11363 bourough 4, block 08043, lots 36 and 40. Approximately 2 wks ago I received a Summons and Complaint from New York Bank mellon, the lienholder of my property lot 40, stating that they were undergoing foreclosure proceedings on lot 40. This was my initial notification of a problem which I knew absolutely nothing about! I never received any mail or phone correspondence regarding additional taxes due on lot 40 or a possible lien on my property! I therefore immediately paid off the tax lien so as not to incur any foreclosure issues!@! I am requesting compensation for the tax penalties and legal fees incurred by your negligence

My name is Brenda Ramirez from The Lane Law Firm. We Represent our client Loan # [protected]. I need to report really rude behavior from Edith Serrano & Ramon Goodman. I would like to please listen our call from today 05/16/18 @ 2:30pm Central Time where I was trying to obtain a Loan Modification Status. Ramon was giving a really ugly attitude and Wrong Information. I requested to speak with a Supervisor who stated he was out for lunch. I then spoke with Edith Serrano that was able to provide me with updated update but same thing with a really nasty attitude. I requested to Speak with a Escalation Team who she stated she would transfer but Carlos Lopez took the call. I stated I had enough of supervisor that I need to report the call. He then hung up on me. This is ridiculous! I need this to be escalated due to we will need to continue following up to obtain Loan Modification Process through.

CitiMortgage is reporting an address to the credit agency - Transunion. I never had a mortgage with this address of 19402 E Main Street. Each time Transunion removes the address, CitiMortgage continue to report the address to Transunion who is required to place it back on my credit report. I sent a request to CitiMortgage Attn: Credit Dispute with the required information and requested them to correct this issue on Feb 11th. I have yet to hear back from CitiMortgage that this has been taken care. I called CitiMortgage Customer Service and spoke with Michael. Michael stated he could not help me. He could not check if the fax was receive or if they are working on resolving it. He could not give me a phone number to call Disputes myself and confirm. I asked for a supervisor and he stated he is the supervisor and no one is higher than him. Obviously this is false and he is told to say this, as the highest manager for Customer Service there would not be answering these calls. I asked for his name and he gave me "Michael". He refused to give me his last name. I believe Michael was putting up a roadblock at this time and doubt seriously that Michael is his name.

I think this is pour "Customer Service". I can't believe CitiMortgage does not have an avenue to follow up on dispute requests. I also can't believe your company is instructing your employees to block consumers from getting information. This issue I reported is clearly CitiMortgage error. You obviously are using my SS# for another client of yours and probably not reporting payment information to credit agencies for their report.

The Federal Government requires to you provide information to the consumer. Your Notice of error https://www.citimortgage.com/Mortgage/pdf/NOE_RFI_or_QWR.pdf also states you are require to provide updates. However, you do not provided updates, and block consumers from getting update. My next step will be Consumer Affairs and then onward unless someone confirms you have my request to correct this error and give me a date on when this is expected to be corrected.

I can be reached at [protected] or [protected]@gmail.com

March 8, 2018,

Account #[protected]-1
Stephanie D. Bobosh
[protected]

I have been attempting to work with Citi on my mortgage. I have spoke with customer service as well as loss and mitigation employees. I have been emailed a list of what documents were necessary and I did this, then I was told no fax nor email was received. The following week another employee instructed me to send the docs since Citi has not received these. When I asked about if any follow up to where my personal information had gone to and each conversation-02/27/18, 03/06/18, 03/08/18 no employee was able to answer my question. I was told to resend these documents again. I have asked to speak with a supervisor and was told that supervisors do not return calls. I have had this turned over to an attorney and sheriffs department. I have been in contact with Citi since 2017 and yet my account has been transferred to an attorney. I am asking for some follow through from someone in a timely manner. It would be a nice gesture for some response to this complaint.

The worst Customer Service I have experienced. I have been calling for three consecutive days, requesting a letter, the past 2 days I was directed between Customer Service, credits and other departments, no one could help me. Today was my 3rd day calling trying to get this letter. Today this lady Heather answered my call, I explained the situation that happened last year and she told that she can't give me the letter, I asked to transfer me with the lady who I worked last year in my mortgage and Heather plainly told me that she can't transferred me and she hung up on me. I never imagined that a company how City Mortgage will work this way, unbelievable. I will never use this company again. What type of personal this company hire?

Creative & Crooked Accounting

Be careful with Citi and loan modifications / trial payments. Last year I went through this, during the trial period I didn't receive any statements. After the 3 payments, an agreement was made BUT it took months to receive and record the mod. I made additional payments the whole time. Then 10 month later received my first Statement with late fees and called delinquent. Citi had taken the trial payments used them on the prior balance and didn't record or report the trial payments to the Credit bureau.

I just need someone to tell me that efforts are being made to resolve my property tax payments. My local county treasurer's office is telling me that the payments have not been received, and there is a looming deadline to pay them or my property will be up for the annual tax sale. When I have called Citi-Mortgage customer service, it takes forever to get through to someone in the tax department (of course no one will supply me with a direct number, so every time I call I have to go through the automated system before I can actually talk to a person, and then the customer service person wants to verify everything before they will transfer me to the tax department). This is the first step of the awful customer service the company provides. When I finally can talk to someone in the tax dept I am told that I cannot talk to the person who is doing the research, no one can even tell me if anything is being done on this issue because the reseachers don't update the system notes until they are done with the issue. Another example of poor customer service -- you seem to be more protective of your staff than you are concerned about your customers getting the information they need. When I have asked to speak to a supervisor, I am told that a supervisor is not available "at this time." When I ask what time a supervisor is available, I am told that is not how the system works, and I have to wait for a supervisor to call me back. Third example of poor customer service. What I want is someone to tell me what work has been done to resolve this issue; I want assurance that it is being addressed. That doesn't seem like too much to ask!

October 30, 2019 — I contacted CitiMortgage, via phone, to payoff our home mortgage due to notification approximately 7-10 days prior that loan being transferred to Mr. Cooper, LLC on November 1, 2017. I spoke with Mike at CitiMortgage who refused to give me payoff amount/information stating loan being transferred to Mr. Cooper, LLC on November 1, 2017; also refused to accept bank wire transfer. Mike said I cannot pay Mr. Cooper, LLC since they do not have the loan information yet. I communicated to Mike that I felt CitiMortgage did not inform me of transfer in timely manner — Mike said they did not know of the transfer prior — I had learned that CitiMortgage decided months ago to transfer loans and firmly communicated this to Mike. I will contact Mr. Cooper, LLC (who names their company MR. COOPER?) later this week expecting to pay off my home mortgage — if payoff information is not given, I will contact my attorney to write letter of representation to both CitiMortgage and Mr. Cooper, LLC.

It took 4 phone calls to finally get a representative to call me that was assigned to a file concerning an Estate wherein my firm represents the Personal Representative. We were very clear every time we spoke with someone that we wanted to begin the process for a short sale (the mortgage was in arrears and underwater). The representative that contacted me seem to know what he was doing and told me what to expect and that I would receive weekly status emails. A week and half after the initial conversation, I receive a phone call from a different representative who advised it was now her file, but after speaking with her, she realized that was a mistake and it needed to go back to the previous department. Let me stop and make a note of how that phone call began. She called me and asked me to tell her what matter she was calling about...seriously? I have a lot of files and many that deal with mortgage companies. Luckily, I guessed right the first time. I am listed as the authorized person for CitiMortgage to speak with on this file...this was totally unprofessional. So, now I am back at square one and hopefully, the first person that contacted me will again be assigned to this case. I understand legalities (I work at a law firm), but your processes are totally inefficient, frustrating, and accomplish nothing. Your people are nice enough, but inefficient. They each have only one tiny piece of the puzzle, which is not enough information to allow them to do their job efficiently. I will definitely never deal with CitiMortgage on a personal level.

this company have failed us in many ways as possible. their specialists do not hold to their words. they never call when they suppose to, and when they call they always never can help you. luis e. Olivarez, Jennifer moran will call and never have any information to help you. I have never been late with my payments. sick and tired of this unacceptable, hard-hearted not caring people at CitiMortgage. they are in GOD HAND NOW. thank for nothing

My name is Dedrick McCarvy, (#[protected]) and my home flooded in the Historic Flood in Baton Rouge Louisiana on August 14, 2016. I made a claim through my insurance company and insurance proceeds were sent in my name and CitiMortgage. The devastation of my home flooding was minor in comparison to the devastation of dealing with CitiMortgage and getting funds from the insurance policy that my hard earn dollars has paid for. I understand that CitiMortgage has rules and guidelines in place to help protect their investment. However the homeowner has an investment also. The hurdles and obstacles that the homeowner has to go through in order to get insurance funds to be able to recover from the natural devastation is ridiculous. The staff is incompetent and frustrating to deal with. The level of inconsistency each time you call CitiMortgage is unbelievable. The processes that are designed to protect CitiMortgage's interest are the very same processes that are at the root of allowing homeowners to be scammed by contractors. It is more than a year after the flood and CitiMortgage is still holding my funds hostage. I cant keep a good contractor working because CitiMortgage insist on paying out my insurance money in small pieces. Pieces of payments that are not enough to get work done. CitiMortgage prefers to give a contractor who has no interest in our home complete control over our insurance funds rather than allow us the homeowner any control in protecting our investment. Have some empathy for the homeowner who has already suffered enough devastation. Stop making it worst. Why is CitiMortgage's process so homeowner unfriendly? CitiMortgage claimed to have sent me $15K that was never paid to me. To this day I don't know what happened to it and neither does CitiMortgage. All I want to do is repair my home and returned to a sense of normalcy. Would you (CitiMortgage) please release the remainder of my insurance funds so that I can at least do that. I don't believe that is too much to ask. I am tired of begging for the very funds that was put in place to protect my home. It is sad, heartbreaking, and disgusting on so many levels. CitiMortgage has brought me to tears far worst than any flood or hurricane has ever done.

A Devastated and Disgusted Homeowner

Good Morning:

My loan number is [protected]. I started the loan process in July with Michael Dobbs to purchase a short sale. I would like to say he has been very helpful, however the numerous out of the office by Keith Cumming in the loan processing department is not acceptable. My loan was denied based on the condo questionnaire a business day before closing. I still have not received a denial letter. I am not disputing Citi's underwriting guidelines, however there was no discussion from the underwriting department, since again I was told the underwriter was out of the office. I can not move forward and have lost money since I was prepared to move. Citi has left me with starting over with another lender and I will not be able to move. We selected Citi because my sister is a CitiGold member and we thought we would get good service. We have received about 10-15 out of the office messages. I still do not have a denial letter.
Thank you
Tracy Boone

I live in houston and one of the counties directly affected by hurricane harvey. Although I did not lose my home in the storm, I did have damage to the roof and yard damage (Fence and trees). Also, I have been unable to work for some time. I called citimortgage (Cm) immediately after the hurricane while streets were still flooded. I requested a deferment. Initially, cm required that I send all kinds of proof - copies of this and that. I sent a couple of letters and ended up on a forbearance, which I did not want or request. And, on month 2, I am getting a default notice. Cm bought my loan and I hate them. This is a company that received aide during the obama bail-out. They are not a people company and should not be around!

First off disappointed they are not allowing hurricane victims option to skip payments and have them added to end of mortgage like some other lenders are. If you ask for assistance they tell you you can skip some payments, and then make them up in full at end of 6 months. I need help making repairs not covered by insurance on the house THEY have the loan on. You would think they would want to help. I do not expect any great windfall of money in 6 months to help me get caught up.

Second complaint. After applying for above program, and giving all info on phone, they send me a demand for what is basically a short sale package. I am a Realtor and helped dozens of clients request short sales and Deed in Lieu's with this exact package. They never mentioned this on phone. They want all bank accounts, stock accounts, retirement accounts, paycheck stubs, tax returns, etc.. They also say you must continue making payments until approved. This is NOT what I was told on the phone by Citibank. They said I was already approved and could stop payments for up to 6 months. I already skipped one payment. So now they can charge a late payment and call me late. This is BS! I am very disappointed in CitiMtg and will make sure none of my Realty buyer clients ever use them for a Mortgage.
Don Shippey
loan [protected]

My name in Nataliia Hays (my nickname is Natasha), I am authorized user on our Morgage account [protected], but today I called to find out (confirmed) the escrow account and how much total we will receive back from citimorgage and customer service representatives wasted 25 minutes of my time! They told me they can't provide me this information because my authorization expired? All this years it wasn't a problem, and last week it wasn't a problem, but today they were make me angry! After we paid off our morgage they talked to me like I am nobody! Felicia ID 21665 account supervisor at customer service didn't help me rather! I am so happy I will never have business with CitiMorgage and will never recommend to any of my friends and family! I will post now about this craziness on social media TOI, so people know how you treat people after they are pay off their morgage!

On August 25 we were hit with Hurricane Harvey but thank god for my blessing my home was not as bad as others only my floors in my home got wet and needed to be replaced and I called my mortgage company for help because I really didn't want to make a claim on my Insurance and was told we are only giving 3 months and after the 3 months is up I WOULD HAVE TO PAY ALL 3 MONTHS BACK AND THAT WOULD BE 2, 485.32 with me not working how would I come up with that this IS CRAZY TO ME but I only ask for 1 month of help and you couldn't help me so now I have to ask my family again for help never been late with my payment and to think of not having a home for myself and my family because I ask for 1 month of my mortgage help it is very sad to me