CitiMortgage — poor customer service
On March 8, 2008 2 trees hit my home. Citibank is holding the funds from the insurance co. to fix our home. Getting them to release funds to do the repairs is time consuming and frustrating. Every time I need a check to pay a contractor it takes weeks to get funds, I was told it takes 3 - 5 business days, but that is not what has happened.
First, I was told to fax computer generated receipts from the contractor stating they were paid, I did that, still no check. Then I was told to fax the cancelled checks, I did that, still no check. Then, they wanted to see the cancelled checks from our public adjuster, I did that, still no check. Then, I was told they wanted a copy of my contract with the public adjustor, and I did that. They could have told me they needed all this information in one phone call but they dragged it over 3 weeks and in the meantime, my contractor was asking for payment daily and I don't blame him. I bet Citibank worker don't work for weeks without getting paid.
My most recent experience is on Aug. 4, 2oo8 I sent them a check for supplemental damages to my home. I included a letter requesting that the funds be available because I am out of pocket $5, 000, and my contractor wants a $5, 000 deposit to order new siding. According to them the check was received, but not the letter, which was in the same envelope and mailed from the post office. When I called there was no record of the letter. I spoke to a woman named Nancy who told me to fax the letter and call back in 15 minutes to make sure the fax was received. When I called back in 20 minutes Nancy was not available and the woman I spoke to said it takes 48 hours to get a fax! She was rude and unprofessional. Today, I cried to a very nice man who did have a record on my fax (in less than 24 hours). I pay my mortgage on time, I pay my homeowner's insurance policy, they are holding my money and in the meantime I have workmen asking me daily for payment!
I have NEVER been able to get the same person on the phone twice and everyone tells me something different. Citimortgage is delaying the repairs to my home and I have to call them daily, and they keep adding conditions to release money to fix my home. And everytime I call I talk to a different person and when I request to speak to the previous person they are never available. All I want is my home repaired before winter. This has been going on since March!
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