Complaint Review: Citi Residential Lending / Ameriquest / AMC Mortgage - Santa Ana California

Well, just by reading your situation I have a few things to say. For starters, did you follow up with the company to make sure they received your fax or did you just hope they got it and started processing the info right away??? Usually when accounts go to foreclosure sale the company tries to contact the customer via telephone or urgent letters via mail. If you didn't respond to any of this then shame on you. Otherwise, I would get a copy of the fax transmittal confirmation you had when you sent the loan modification documents. Also, loan modifications are not promised or guaranteed over the phone, that is why you are sending your information so that you can be qualified. So, I don't see how this is illegal. But at any rate, paperwork is lost all the time at that company and customers are usually blamed for either sending the information at all or not sending all the documents they needed. Right now the company is overworked and so they don't have enough reps to handle all the modifications. So what they did was tell all the reps to advise the customers in a covert way that they no longer "qualify" to be sent a financial package to start a modification. Now the reps are being forced to try and close doors and offer help to customers because the company can't keep up with the amount of modifications it has so far. Since they are laying everyone off in January they don't really care to get the right people working on your files. Lately they have hired temps with no experience in loans at all or customer service reps to handle your files. So what is happening is that modifications are being declined because an inexperienced rep miscalculated your information. The problem is that when Citi bought out Ameriquest they never bothered to clean house and get rid of management and replace them with competent managers, so really you are still dealing with the same people who ran Ameriquest. How do I know all of this you may ask??? Well lets just say that since they treat their employees the same way they treat the customers they wouldn't have to worry about anyone going online and exposing their practices!!!! And btw, that fax number of 949-862-8769 hardly ever gets the faxes to come in. There is a 2-3 day lag time from when you send the fax to when they receive it. You need to consult with an attorney and let them know of what happened. If you sent the fax and they did receive it then they usually try and post pone the foreclosure sale..of course you will be told there are no guarantees though. But if they dropped the ball then thats a whole different story all together and so far I can assure you that the ball has been dropped...in fact it bounces.

Well it has been almost a month now since I was notified by Joyce Royal Real Estate that I needed to be out of my house. I contacted every agency I could this of and low and behold the one that they actually responded to ... THE BETTER BUSINESS BUREAU! Go figure! I have used them in the past and they were of absolutely no help but this time my complaint to them about Citi Residential initiated a response from the President of the company and within a week the foreclosure had been rescinded and my Loan Modification was being properly considered. I am now working with Patty Tanous who is part of the Executive Response team. She has been a great help and hopefully this matter will be resolved very quickly. Here is the update they provided to the Better Busines Bureau, copied directly from their website, on 7/11/08: "Company's Initial Response - Posted 07/11/2008 A conversation between the company and your wife on May 28, 2008 confirms that she was advised that once the financial information was received a hold would be placed on the foreclosure. Records also confirm receipt of Personal Financial Statement, bank statements, hardship letter on May 28, 2008. The documents were not forwarded to the Home Retention Department for further review and the foreclosure sale was held as scheduled on 6-9-08. The company sincerely apologized for the manner in which your request was handled. The foreclosure of the property has been rescinded and further foreclosure activity has been placed on hold while a review for qualification of a loan modification is completed. The updated documents provided has been forwarded to Credit Services Department for further evaluation. Additional documentation may be required. The foreclosure is rescinded until the loan modification process is complete." With all of that being said maybe my loan will get the proper attention it deserves. A lot has happened over the past year and this is the last thing I needed. I went through a nasty divorce that was finally finalized last year, my fiancee was diagnosed with cancer, I lost my job and my hours were cut at my new job due to lack of work! I am not a deadbeat - just too many unexpected issues all at once. I will update you all again once I hear something new.

Today, at 09:38 EST, I called Citi Residential Lending. Every time I put my loan number or my social security number in the system would disconnect me, nice right? I called back Customer Service and spoke to Tressa who is a Customer Service Representative. She pulled up the loan and said that the sale DID INDEED go through on June 12, 2008. I explained the situation to her and she said that she did see Priscilla's notes in the system, that they acknowledged receipt on the faxed paperwork and that Priscilla never suspended the sale (like she said she did)!! She also said that Priscilla is NOT a foreclosure representative but rather a collections representative. She explained the differences between the two and although they can both handle the matter, a foreclosure rep is, from what I gathered, better equiped to handle our type of situation. Next, at 09:47 EST, she patched me through to the Foreclosure Department at (800) 211-6926 x 38145. I spoke with Chastity and explained to her the whole situation to date. She placed me on hold for a while. When she returned she said that she had escalated this matter and that I would need to talk to her Supervisor, Shawn Nelson at extension 41555. She said that he would call us back, at home, upon investigating the situation - which would be within the next 24 to 48 hours. I told her that she should make him aware of the fact that we were already contacted by Joyce Royal Real Estate and had been asked to be out of the premisis by the end of the month and that he should call us back very soon. She said that she would relay that message to him. In the meantime, I am going to try to get ahold of every attorney I possibly can.

I am going to have to wait until Monday to contact an attorney but be sure that I am not going to let my house go without a fight! I faxed letters with all documentation to the FBI, New York State Attorney General's Office, the Orange County District Attorney's Office in California (where Citi Residential Lending is located) and have sent a certified letter (which I also faxed) to Citi Residential Lending. Hopefully I will get some sort of a response from someone on this!!

You need to hire an attorney FAST.

You need to hire an attorney FAST.

You need to hire an attorney FAST.

You need to hire an attorney FAST.