The complaint has been investigated and
resolved to the customer's satisfactionResolved CitiMortgage — illegal, unethical, unprofessional practices
resolved to the customer's satisfaction
After years of medical and legal hardships resulting from brain injury that caused dementia, my children's father finally died on May 4th. Last September I knew that I would not be able to keep paying the mortgage payment which had been at a fixed rate of 7.4% for 2.5 years, "because you need to establish credit." This is what the corrupt mortgage broker had told me just before he was found guilty in a mortgage scam and fled for Australia. Yes, we're had a streak of bad luck. After one payment, Homecomings sold our loan to CitiMortgage. For more than 2 years I paid the high mortgage payment. Then in September 2008, I completed CitiMortgage's Hardship paperwork, requesting either a lowered interest rate or deferrment or forbearance. I was ignored. Between September and December, my written communications were ignored, my phone calls were not taken (or if taken, were passed off into oblivion = disconnected), and no one returned my voice messages. Finally, I got their attention by making a partial payment in December. They cashed the check, but have never applied that money to my loan. Immediately I began receiving harrassing phone calls and mail. I responded to every one with, "do you see that I completed the hardship paperwork in September? here is a copy..." I was never able to speak to the same person twice, and no one could find the paperwork even though I sent copy after copy to various people in various departments at CitiMortgage. In February, I finally got someone with at=uthority on the phone "Mary Zigler." She granted me what they called a forbearance, where I would make about half the prior payment for three months, and then be able to refinance. She said, "when you get the paperwork, you'll see that there is a lump sum payment in June. but don't worry, we'll roll that into the new loan." I complied with the "forbearance" terms, but during the next three months, I received constant harrassing phone calls and mail. When I'd call about the mail, they'd tell me it was an internal mistake and I should ignore it. Then a "free-lance" private invetsigator started trespassing on my property and the neighbor's property. He took photos of the house and my children. The beat up truck he drove had a removable license plate just thrown on the dash board. He did not ever come to the door to explain he was working for CitiMortgage, and he hid behind trees and fences. I called the police to file a report. They determined he was hired by Citi, but when I called Citi, the "supervisor" there denied it. The second time the investigator was sited photographing my house from the front lawn of my neighbor's home, I went over to my neighbor and told him. My neighbor came out and ran the guy off and told him not to come back or he'd file trespassing charges. On May 18th, I decided to be proactive and start requesting the refinance paperwork so that the ball could get rolling before mid June when the "lump sum" was due per the paperwork, but not due per Mary Zigler. I just didn't trust Citi. All of my mail and phone calls have been ignored since May 18th. I have filed complaints with supervisors at Citi and with consumer affairs and other agencies. I've received absolutely no communications from Citi. Two weeks ago I spoke with Citi rep who said that Mary Zigler was the only person who could help me. I was given her extension, and tried to call her 4 times in the past week. She doesn't return my phone calls. Last week I was contacted by an attorney who is suing Citi on behalf of 100's of their screwed-over clients. He asked if I wanted his help. I wasn't sure until today. This evening, while I was doing laundry on the lower level of our home, my children came running to me frightened out of their wits. We had propped the front door open to get some cool air in the house. A man "who looked like Elvis" walked into our home, univited and without my knowledge, spoke with my 11 year old daughter and gave her a crudely written note, written in both English and Spanish, which demanded that I call a phone number written on that note, but had no identifying information as to whom the note had come from. I ran outside just in time to see a man in a red sports car driving away. I believe that he saw me in the driveway, but he still drove away. I called the number on the note and reached CitiMortgage! I immediately asked for a supervisor and then told the supervisor what had happened and exactly how I feel about Citi's unprofessional, unethical and ILLEGAL business practices! I am a single mom with two young children. My kids' dad died just 10 weeks ago. Citi has been aware of our hardships for almost a year, and has not ignored my pleas for assistance (all I wanted was a 4.8% interest rate rather than 7.4%), but has actually been ruthless in obviously trying to take our home away from us. At this point, they won't even allow me to make payments. The Federal Government SHOULD NOT HAVE BAILED THEM OUT! Tax dollars have been wasted on this company which cannot and/or willnot do business ethically nor even professionally. Their representatives have shown consistent incompetence. The right hand of the company doesn't know (nor care) what the left hand is doing. They are devestating people's lives and the stability of our country by undermining homeownership.