Complaint Review: Citimortgage Inc. - Gathersberg Maryland

I am tired, frustrated and angry that CitiMortgage has used fradulent practices to cheat me out of my home. CitiMortgage used the HAMP to steal my property right out from under me and my family. 

10/27/2008 Due to an illness and working only part-time we contacted CitiMortgage to arrange a payment (forbearance) plan.  

Terms of agreement signed on 11/11/2008 were as follow:

         6 Payments of $685.00 starting 11/15/2008

         1 single payment of 6,964.28 on 5/15/2009

         call before 5/15/2009 to make additional arrangements if unable to pay 6,964.28

5/2009 We contacted Citimortgage and asked about modification options. We were pre-qualified for the HAMP program. Our new payment is $867.84

Terms of the HAMP are:

         Last payment of 685.00 would be withdrawn on 5/15/2009 using easy pay and applied to previous agreement that was signed on 11/15/2008.

         New modification would then supersede previous agreement

         Easy pay would be terminated on 6/2/2009 (cannot do easy pay on HAMP)

         Sign and Return all documents

         First HAMP trial payment due 7/12/2009

         Need to make 3 trial payments on time every month to be approved for the HAMP

6/19/2009 CitiMortgage automatically withdrew $685.00 from my bank account on 6/18/2009 without permission. The Easy Pay was terminated on 6/2/2009

         Spoke with Sonny @ 1-866-272-4749 Homeowners Assistance Team 

         Spoke with Josselin Customer Service

         Spoke with Angel Account Manager

         Conference call setup with David Home Owners Assistance Team

It was agreed to

         $685.00 would be applied to July Trail Payment of the HAMP

         Additional 182.84 from unapplied funds would be applied to July Trail Payment (total 867.84)

         Next trail payment for the HAMP would be due on 8/12/2009

8/31/2009 Spoke with Tinini

         Opened a case because the 685.00 was not applied correctly because of coding error. Case will be closed by 9/5/2009. Need to call and make sure applied correctly

         Need to send additional documents (paystubs and tax information)

 9/15/2009 Spoke with Robert, no extension Inbound call center.

         Everything has been corrected.

         Additional forms have been received.

         Modification documents are back logged should be received by 9/30/2009

         New Payment date is the 25^th of every month per HAMP terms

         Continue to make modified payments until documents are received.

9/30/2009 Received a letter from CitiMortgage Inc 

Your Mortgage assistance request has been approved. Expect your mortgage solution package within the next 5-7 business days.

You may also track your status of your request by signing on to your account at www.citimortgage.com

We appreciate your patience during this time and look forward to helping you find a mortgage solution to manage your financial needs

10/14/2009 Spoke with Sharon

         HAMP approved on 9/16/2009. Documents are being prepared. Takes time. HAMP is a new program and many people are applying.  The kinks are still being worked out.

10/31/2009 Spoke with Jenna @ 12:56 pm

         Approved on 9/16/2009 but Underwriting is taking 2-3 months for Solution Packages. Because this is a Freddie Mac Loan I Should contact my mortgage assistance team

         Josh Stephens negotiator

         William Boyer Team Leader

         636-261-8811 or 866-272-4749 option #2

*Over period of time, I left a several messages for both Josh Stephens and William Boyer  

         Never received return call.

 11/9/2009 Spoke with CitiMortgage Rep

         Issues with the systems

         Still in review with underwriting

         Was kicked back because underwriting is asking for $61,000.00 to be deferred.

          It is underwriters decision to determine deferred amount not mine

 11/20/2009 Spoke with Citimortgage Rep

         HAMP has been approved.

         Continue to make the payments each month until my solution package arrives.  

         The documents are taking longer to prepare because of the overwhelming number of people requesting mortgage assistance.

December Received letter dated 12/3/2009

After careful consideration your request for a workable solutions option has been respectfully declined due to the following reasons:

When we reviewed your account for a Modification, it was determined that I have not been able to reach you by phone. At this time you dont have sufficient income to maintain your expenses.  If you are receiving rent for your other mortgage please send me your lease agreement so I can take a second look at your modification request. Please call me as soon as possible

If you have any further questions, please contact the Loss Mitigation Department at 866-272-4749 between the hours of 8:00am to 5:00 pm EST.

Charmaine Clarke-Nelson

CitiMortgage

Loss Mitigation Department

301-696-4141

12/2009 Spoke with Charmaine.

         Need to fax most recent paystubs to 866-641-4350.

12/2009 Spoke with Linda Ott 301-696-4628.

         Charmaine no longer handling, changed on 12/22.

         Need  to refax the most recent paystubs

         She will push the modification through.

1/29/2010 Spoke with Stephen @ 1-800-723-7906.

         Continue to make modified payment of 867.84

         Modification can take up to 30 days to finalize.

2/17/2010 Spoke with Alyssa,

         Said her notes state denied because tenants living in the property and NOT our primary home.

*this is not true and no idea where they came up with this information*

         We need to start the entire process over.

         Fax all the documents to our new Counselor, Veronica Hayes at 866-641-4350.

         We can reach Veronica Hayes at 1-866-613-5636 X 2206268

2/18/2010 I called and verified the documents were received.

         Left several messages, including one on 2/24/2010 @ 10:15 am

         never received call back from Ms. Hayes

3/5/2010 Called to get status of modification.

         Need additional paystubs. Faxed Twice.

3/29/2010 Spoke with Sheronda

         all documents have been received

         nothing pending

         Modification has been approved on 23^rd.

         Now in underwriting

         Can take up to 30 days.

4/27/2010 Spoke with Kristi

         Made a modified payment.

         Still in underwriting.

         No additional information available. 

         Keep making my payments.

5/6/2010 Spoke with Lost Mitigation department.

         Modification declined   

         Debt to income no longer exceeds 31%

         Past due amount is too large for modification

         Modified payments have been applied as partial payments

         10 months behind on mortgage payments

5/6/2010 Spoke to Richard ext # 6278 direct numbers 1-888-995-4673

5/6/2010 Spoke with Alyssa in

         Consulted with and confirmed everything Richard said.

          Said she is our advocate.

5/25/2010 Spoke with Vanessa

         Continue to make the modified payment.

         We are eligible for other programs and repayment plans, including Traditional Modification.

         Need to fax a letter requesting traditional modification.

         Gave number for Hope program, Angle Food Ministry, HUD.

Spoke with Melody at Hope Program.

         Setup Conference call to Citimortgage.

         Letter was faxed to Vanessa at ext 80247 no reply

6/17/2010 Received letter from CitiMortgage.

Have until July 18, 2010 to pay 15,378.26 or may result  in the acceleration of all sums due under the security instrument.

6/25/2010 Faxed another copy of the Traditional Modification request to Vanessa at ext 80247.

          Again, No response

 6/26/2010 Spoke with Alyssa

6/30/25010 Spoke with Walter @ 877-557-4779

         Account representative is Eden Childress at 888-287-1138.

         Mortgage Assistance request is in review and additional information is needed.               

7/1/2010 Spoke with Porcha

          Can take 30-60 days.

         Cannot request mortgage assistance until audit  is finalized.

         Foreclosure process can take place.

7/7/2010 Spoke with Donald Loss Mitigation 877-557-4779

         Everyone in the department is at a meeting. Leave a message and someone will call you  back.

         Message left with Keisha Jones, ext 1801802 gave my home phone number.

         10:11 Spoke with Jessie (female) 866-272-4749 in Loss Mitigation.

         Transferred to Miss Brace she stated

1.       Received Hardship Letter received on 7/2/2010 with Budget

2.       Ms. Brace stated -

3.       Need to fax proof of income, recent paystubs to 866-940-8124

4.       Follow-up with loss mitigation homeowners assistance team 866-272-4749

5.       Will not be assigned until all documents have been received

6.       Need to have an ACTIVE modification process before foreclosure process to be halted

7.       NO FORECLOSURE RECORDS ON FILE AT THIS TIME.

7/7/2010 spoke with Joanne Grosier at Hope Hotline 888-995-HOPE

          Direct number to call is 1-800-308-2227

         Told to call Laura Davis at 1-866-915-9417 option 4 or ext. 80223. Laura is an excellent contact at CitiMortgage Loss Mitigation Department.

         Told to call Freddie Mac at 1-800-424-5401 to Escalate a Problem with CitiMortgage

7/7/2010 11:18 AM Spoke with Sam at Freddie Mac

         Call Consumer Line at 1-800-373-3343 will have someone call.

7/9/2010 11:24 AM Spoke to Lady at CitiMortgage, Loss Mitigation Department ID #LD77751

1-866-272-4749

         Received documents on 7/8/2010 and loaded into system

         System has income as $5416.54 as of May 25^, 2010 *THIS IS INACCURATE NFORMATION

         System has child support and expenses from May 25, 2010 *THIS IS INACCURATE NFORMATION

         She needs income and budget information before she can reassign to a counselor

         Cannot reassign until I give her the information by phone

         I need to give it to her verbally, not faxed or she cannot re-assign or make active

1.       Budget