RipoffRecount

I wanted to let the public know how City Mortgage operates business.

To whom it may concern:

I am writing to hopefully prevent this from happening to someone else. I am a father of two beautiful kids. My eldest is six years old, and my youngest is four, I am also a disabled veteran who is rated at 100%. Instead of spending Christmas celebrating, my family and I will be packing up our 4 bedroom home to move by January 3rd, 2012. This is my story and I am hoping by sharing it that somehow it will help others.

In July of 2009 my fiance and I went through a period of separation that lasted about a year due to some relationship issues and medical issues. During that time I looked at re-financing my va mortgage to reduce the amount of my payments each month since I was struggling to provide for my family but yet unable to attain gainful employment even with a double bachelors degree in accounting and finance.

Some of my inability to attain gainful employment are due to my medical issues and my inability to sit behind a desk for long periods of time (I have had three back surgeries, one of my parting gifts from my service)

I was told by my mortgage company that I had to “appear” needful of the hardship refinancing option (in other words, I needed to be behind on my payments, three months worth to be exact) so I proceeded to “get behind” on my payments so I could look “needful” to them. My fiance and I reunited in September of 2010. She was gainfully employed and made good money. I realized with her income we would not qualify for the hardship loan refinance. Then she got laid off in February of 2011, we were definitely in need then.

We attempted to re-fi in July of 2011 but were denied because we still had “too much money” in the bank and my credit was insufficient (I had to settle a lot of debt during our separation which hit my credit pretty hard). We decided to wait until my credit looked a little better but we continued to stay the “needful three months behind” so we could be ready to re-fi

Beginning in October of this year I began to experience significant nerve pain all over my body. Due to the pain I had been feeling I was “laid up” in bed quite a bit sleeping and trying to recuperate. During this time period my fiance was attempting to keep up with all the bills and daily tasks needed to keep our family afloat. In November I neglected to make our mortgage payment and did not communicate with my fiance that I had not done this.

To be quite honest, with the 15 different medications the va have me on because of all my parting gifts(medical issues) from the service, my days will sometimes “run” together and I have difficulties staying organized and up to date with things. My fiance is very organized and I have her to thank for all the detailed notes about this process.

On Wednesday, November 16th, my fiance noticed that after all the bills had been paid we had a surplus of money in our account. She deduced that the mortgage payment had not been made. She called Citi immediately since Citi had disabled the online payment method. She was told that our mortgage account had been placed with Citi’s legal department on November 10th, 2011 and was going through the foreclosure process and we needed to move out on or before Jan 3rd, 2012.

When she inquired what she needed to do to get us out of the foreclosure process because we want to keep our home, she was told that the amount delinquent needed to be paid. She offered to pay the full amount delinquent to bring our account current, they would not take our payment and told us that if we sent it via mail that it would be returned because they could no longer accept a payment from us since it was in the foreclosure department. My fiance then called the foreclosure department and they could not give her the delinquent amount and she was told to call the legal office to obtain a reinstatement fee letter.

She called the legal office and was told that she would have to request a reinstatement letter, wait until we got that letter and then call citi and make that payment. Needless to say we felt like we had been given the run around but it appeared that all we could do was wait for the reinstatement letter.

We waited the 3-5 business days (as well as an extra day because of the thanksgiving holidays) required for the reinstatement letter and my fiance then called the legal office on Monday 11/28 inquiring as to where the letter was. She was told that Citi had not released the needed information to the legal office so they could add their legal fees with delinquent amount to issue the letter. She then called Citi to find out why the information had not been released, she also offered to pay the delinquent amount again via the phone with her debit card and again was told that she could not make a payment to citi, she asked who she could make a payment too and was told the legal office. She asked citi to release the information needed for the reinstatement letter and then proceeded to call the legal office back. The legal office said they could not take a payment……huh????

By this point she was thoroughly confused and a little frustrated so she came to wake me up to help deal with the situation. We decided to get both Citi and the legal office on the phone at the same time. We then confirmed that neither party could take a payment (each party was on speaker phone so each side got to hear). After confirming that there was no place for us to make a payment she began to inquire with Citi what we had to do then in order to stop the foreclosure process. She was then told that they would release the information needed for the reinstatement letter but in the meantime we needed to get online and fill out the paperwork for the hardship refi and immediately fax it in. So my fiance completed the paperwork online, submitted it online, faxed it and sent it regular mail with all supporting documentation asked for in the application packet online. This transpired at 8:00 pm Texas time.

On Tuesday 11/29 she called and spoke to Clara (id #GD6393) to see if the faxed paperwork was in and also if anything else was needed. Clara informed her that the faxed paperwork took 2-3 business days to be scanned and uploaded into the citi system and then we would be assigned a homeowner hardship counselor and she would contact us.

On Friday 12/2 I was contacted by a representative named Colin (he had left me a voice-mail so I do not have his id#) informing me that page 4 of our Chase account bank statement was not included in our paperwork and that there were two more pieces of additional paperwork needed. We decided to call our counselor Tinisha who had been assigned to us. We called her direct line and because she was not available we were transferred to a very nice representative (the only rep we have had that I honestly feel has helped us) named Gina (id# GD6393) She began to let us know what other additional paperwork was needed and that the page 4 from the bank statement was missing.

My fiance asked her to double check the file because my fiance is very organized and since she had faxed, mailed, and electronically sent the information she was pretty sure they should have the page 4. Gina looked over the file and indicated that indeed page 4 was present. She was not sure why they though it wasn’t.

My fiance immediately sent over the additional paperwork via email to Gina and Tinisha both. Gina replied back immediately that it was received and she was more then happy to upload it into the system for us via email. At this point we had still not been contacted by our counselor even though my fiance had sent an email with several questions from my email account about the process. So I decided to try and call Tinisha again to see if she had received the paperwork since she is our assigned counselor.

She again was not available although a citi rep named Josh was (id#JS74959), he confirmed that page 4 was present and also confirmed that the additional paperwork had been uploaded into the system. He said he would have Tinisha contact us. A short time later I received a very quick, short email from her indicating all paperwork was complete and received. (our very first email from her…..)

This evening when I checked my email I had received an email from Tinisha asking for page 4 AGAIN as well as some more additional paperwork. (my homeowners association dues??? really??) This was my replied email back:

“”"”"”"Tinisha,

On Dec 2, 2011 two agents of Citi Mortgage CONFIRMED that page 4 of the chase bank statement is in the file. Their agent id’s are GD6393, and JS74959. Can you please explain why you or an agent named Colin can not find this document? This will be the 3rd time we have been asked to “refax” this in. I am not trying to be rude but I am beginning to think that I am being jerked around by Citi. I am a disabled veteran and I am doing my best to provide all information needed, I have responded in a timely manner to all your requests, however you have neglected to return 90% of my emails and have refused to answer any questions I have emailed.

At this point I am ready to contact my lawyer if these “issues” of missing documentation that I have faxed, mailed, and sent electronically can not be found, and this process does not move along.

I have attached the additional homeowners association fee statement that you have requested…..can you please explain why you need this? Also can you please answer my emails that you have not responded to? “”"”"

I feel as though Citi mortgage is not attempting to help us in the manner they are required to. I sincerely believe they are intending to foreclose on our home on Jan 3. I am not sure what to do since payment has been offered and denied, paperwork for a refi has been sent three different ways, and we have responded timely to every request although they have not.

I wanted the public to be aware of Citi Mortgage tactics and how they treat their customers.