The complaint has been investigated and
resolved to the customer's satisfaction
Resolved
Citimortgage, Inc.bankruptcy/refinance

I am one of those small homeowners trying to utilize the HOPE program to refinance my home. For over 3 months I have been routed through every office in CitiMortgagte with the exception of the out-sourced bankruptcy department representative Gladwin J. Pereira who is only accessible by email from CitiMortgage. How is this administration's programs for homeowners going to work if you can't reach a real person. I have sent a letter to Sanjiv Das today with a trail of papers to support my claims. All I want to do is pay off the CitiMortgage loan and move on. Following is my letter.

HELP!!! I saw your April 2009 article in USA Today about how you help people keep their homes. Following is my dilemma.

I am writing regarding my second mortgage which is held by CitiFinancial. In October 2009, we filed Chapter 13 bankruptcy, with the 1st and 2nd mortgage being paid outside of the plan. Our arrears were rolled into the plan and are still being paid by the Trustee in Utah.

Throughout my dealings with CitiFinancial I have been shuffled to every person, recording device, office, location and dead end in the company. I am appealing to each and every one of you to help me find a real person to talk to regarding PAYING OFF MY CITIFINANCIAL obligation.

The company holding our first mortgage has been successful in finding a lender to refinance both the 1st and 2nd mortgage into one loan. My attorney is filing a motion with the U. S District Court in Utah permitting the refinance. I have sent CitiFinancial Third party agreements for everyone including, but not limited to, my attorney, the 1st mortgage holder, the prospective lender and my wife to discuss the settlement of this loan but to no avail.

I have been referred to the Bankruptcy Department without any success. I have been directed to the
Refinance Department without any success who referred me back to the Bankruptcy Department. I have been told to have the Trustee call CitiFinancial. Trustees do NOT have anything to do with allowing or disallowing the refinance of my home – just the Court. I have received letters regarding our loan from a gentleman by the name of Gladwin Pereira (copy of letter attached). After MANY calls to MANY people, I finally got the supervisor to admit that this gentleman is an outsourced employee and cannot be reached by telephone. Can I ask why a phone number would be listed on a letter to contact him if he can’t be reached? I was told the only way to contact this man was by an email from the bankruptcy department. The last communication with the Bankruptcy Department call supervisor was one month ago and I still have not received a call from Mr. Pereira. This whole process has been going on for over 3 months now without any success.

I am reaching out to you because I have actually been able to verify that your branches actually do exist. I am convinced the rest of CitiFinancial is a giant phone bank in the middle of a warehouse in either Pakistan and/or another location in the United States without an actual address.

All I want to do is talk to someone or have my husband be able to talk to someone to get them to agree to settle on an amount to payoff the already written off loan so I can refinance my house. All I want from one of you all is a real person with a real phone number who can really help me.

Everything Citi has asked us to provide we have provided and then some. Please help me I am trying to do the right thing. Surely one of you has had to deal with a circumstance involving bankruptcy and paying off a loan through refinance. Please don’t tell me you can’t help me.

I am going to have this letter published in the editorial and/or financial section of USA Today, New York Times and New York Post in an effort to get some sort of response from CitiMortgage, Inc.

Thank you for your time.

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