CITIMORTGAGE

Although I sold the property, I still needed to pay the insurance until they got the proof of insurance. Giving them a proof of payment was a horrendous affair, because when I called them, I got a different person every time. They would not give their direct line, be it the customer service, the collections, or the escrow departments. They would email the person that you needed to talk to, and that person would or would not call you back. You really needed to have a lot of energy to put up with these people. Every once in a while you got hold of someone who would really help you, but you could never get hold of them ever again, and so you would have to explain your whole situation all over again. There were two times when we got hold of someone who supposedly made notations that certain money needed to be applied in a certain way, but they didn't, and so we had been making payments for the property the whole time. We've never missed any payment but we were still getting letters threatening default. They also contacted the credit bureau while we were trying to get this insurance issue taken care of. When you faxed information, even though they told you that it was their direct fax, it still took two days to get the fax, and one representative told us that we need to fax it 5 times, all this while a manager was listening. We had as many as 3 managers on the line at once, and one of the managers was baffled and distraught at the way our account was being handled. We finally got hold of this person in escrow and I think that we have gotten this problem straightened out, but it took us many calls. We have never missed our payment for 9 years and it is distressing that they've treated us like this. I have had a very bad experience with them, except for a few people who really tried to help me.