Complaint Review: Citifinancial Mortgage - Irving Texas

My husband has been unemployed for approximately a year and a half. We got behind in our mortgage and entered into a forebearance agreement with Conrad at Citifinancial. I will not even touch on the problems we had entering into that agreement. Suffice it say we received alot of misinformation and the terms of the agreement were constantly changing making it close to impossible to enter into an agreement at all. In an act of desperation in order not to lose our home we were willing to agree to anything and got screwed in the process.

This is our recent problem. Upon entering the agreement we sent 2,900$ towards our arrears and then agreed to pay an additional 257.00$ a month extra ON TOP OF OUR MONTHLY MORTGAGE for 12 months to pay the remaining difference (just over $2,000). Per the agreement, payment was due on the 30th of the month. We have paid every month on time and 3 weeks ago we were sent a letter that our mortgage payments were due to go down.

In February we were unable to make the payment on the 30th and we were aware of the problem a few days in advance. My husband called our forebearance specialist, Isabella R. and she stated that we could make the payment on March 1 via Western Union and we were to call her with the control number. We did just that. We called her on March 1 with the payment information and they accepted the payment and we proceeded without issue thinking that everything was fine.

We received a call from Conrad last week who stated we are now in foreclosure and he needed to know how we were going to pay our (just over) 2,000$ in arrears. My husband explained that we were in contact with our forebearance specialist and she stated that we could pay on March 1. We explained that she accepted the payment and again told us that everything was fine. My husband politely reminded Conrad that we no longer owe 2,000$ anyway because we were a month away from meeting our obligation to citifinancial and our account would then be current. Conrad asked how many payments had been denied and we told him zero. He then directed us to contact Isabella R. for any further information.

My husband has called Isabella R. and Conrad F. regularly to straighten this mess out and they will not return our phone calls. Today we received a notice that our March payment was denied and we were to go to Western Union and pick up our money. Does that mean that we are in foreclosure again? We don't have a clue where our home stands at the moment because we CANNOT get these 2 individuals to return our phone calls!

The customer service reps. have been rude, unhelpful, dishonest and combative. I find it ironic that we are one month away from meeting our obligation to Citifinancial Mortgage and now we again face foreclosure. We followed their rules and asked their "permission" to make one payment 1 day late. We have been trying for days to figure out where our home stands and we cannot get Conrad or Isabella to return our phone calls.

I am so tired of dealing with this company.

Melissa

Springfield, Illinois
U.S.A.