C.Stewart - League City, TX

6/09

Called CitiMorgage to see if we would qualify for the HAMP program, was told we might, that we would receive a call from someone with preliminary questions

7/09

Received call from CitiMortgage was asked a lot of questions about our finances and was told that they might be able to help us, a caseworker would be assigned and call us.

8/09

Received a call from CitiMortgage, Joann Rozanski, Joan said that they could help us and told us we could skip our next payment and then make 4 payments of 800 per month. Payments must be on time.

11/23/09

Called CitiMortgage, Joann Rozanski, no answer. Have been phoning for the past month 4 to 7 times per day. Our last payment was paid for November. She said we would be working out a new plan. Found a different number on the internet to call, and reached Gary. Gary said that he will now handle our case. He said that we would need to send an 800 payment for December 1 and he would start working our modification. Gary said to send him the following : Budget Report, 2 Current Pay Stubs, Tax statement for last year, and last 6 months of bank statements and a hardship letter. He also said to start saving a down payment of 1200 to 1500.

11/25/09

Lance phoned CitiMortgage to make the 800$ payment. CitiMortgage would not accept the payment from him, they said we were in default and our home was in foreclosure. Lance phoned Gary. Gary told him that apparently Joann Rozanski had made a mistake when she lowered our payments. She added 800$ per month to our payments, not lowered them. So they were expecting one regular payment plus 800$ per month. He said it was CitiMortgage's fault that they had messed up our payments and now we were 4 months behind. He said he would work on it and call Lance back.

Gary called back and said that Joann Rozanski had done it on purpose in order to put us behind on our Mortgage so that we would be eligible for the modification. Gary said not to worry. He said that he had worked out the modification. There would be no down payment, and our payments would be 1514$ per month. Lance told him that only lowers the payment by 20$. Gary told him he would have the loan packet to him by Friday and we had to get it signed and notarized back in by the following Monday in order to avoid a down payment.

We had no idea that were put behind on purpose and relayed this information to Gary. We would never have gone in to something that would have hurt us so much.

11/27/09

The packet from CitiMortgage did not make it, phoned Gary, no answer.

11/28/09

The packet from CitiMortgage did not make it.

11/30/09

Called Gary to tell him the packet did not make it. He said it should be here today. He asid he still wanted the information had requested so I faxed it to him at 8pm. He also said that since we didn't get the packet back to him by Monday that we would have a down payment. I'm not sure I understand this since we didn't receive it. He said the down payment would be less than 200$. I asked him if this was part of the HAMP program because it wasn't helping us. He told me that CitiMortgage did not participate in the HAMP program for FHA loans. I looked this up and they do.

12/1/09

Spoke to Gary this Morning and let him know the packet never arrived. he put me on hold and came back and said they never sent it. That they were reworking the paperwork to add the down payment. I said something about it being around 200$ and he said yes. When I said ok, I'm writing this down, h said wait, don't write that down, because I only think that, I am not sure. I asked him if we should send the 800 payment today, since the letter said they were going to call our note tomorrow for foreclosure. I told him I just wanted to make sure. He said for me to hold on and came back and said we didn't need to make the payment until February 1. He said the only money we would have to send in would be the down payment money which shouldn't be that much. He said he would call me either this evening or tomorrow and let m know the packet is on its way.

12/1/09

I spoke to Gary this morning and let him know the package never came

12/2/09

Phone Gary no answer

12/3/09

Phone Gary no answer

12/4/09

Phone Gary no answer

12/7/09

Phone Gary, he said he was sick the week before and the packet would not be sent for another week.

12/21/09

The packet arrived. They added 10k to it. We had no idea this was going to happen and are floored. We don't know what to do but sign it. It has to be returned by Monday 12/24/09 or else they will void the loan and close the case. Tried to phone Gary 3 times, no answer, left msg. no call back.

12/22/09

Gary wouldn't answer the phone. We don't want to but have to send in the paperwork. We will lose our house if we don't.

12/24/09

Filed complaint Attorney General Office

1/12/09

Called CitiMortgage in regards to the statement sent to us for our first payment on Feb. 1. There was a delinquent fee, and late charges added to our monthly bill for February. We also received a statement the day before stating our payment had gone up to 1551. Exact same as we were paying before. A lady from the Executive Customer Service Team called Lance earlier in the day and he told her our story, she pretty much said to bad so sad, you were misinformed. When I got the notice of the fees I called and reached someone in India who transferred me to an Executive Team Member, Jane Daniels. I went ahead and told her the whole story and she said our case is under investigation.

I explained to Jane that we would have never opted to miss our payments on purpose and get behind. We had never been behind on a payment before and it was implied to us by CitiMortgage personal that we were part of the Govt. HAMP program. Our payments are exactly what they started at before we started and we are now owing 10k more and our house isn't even appraised close to that.

She said the help we received was unacceptable because it didn't help us at all, it just put us further in the hole. She apologized and promised to get info to the case worker and said they would be calling me. She provide me with her contact information and said that if I need to call her for anything to make sure I do it.

1/13/09

Received call from Holly. Holly agreed that the way we were treated was unacceptable and said that she would look in to what they could do to help rectify the situation. I thought this was odd because she is the same person who told Lance that it was just to bad we were misinformed. I think we are going to get the help we need!

1/14/09

Spoke with Holly. Holly said that they could do nothing to help us since we signed the papers. I explained to Holly that we were given only two days to get the papers signed and returned and notarized. The letter stated if we did not comply that everything would be null and void and we would be considered 5 months behind on our mortgage. Of course we were scared and we signed it. Holly said it didn't matter, that there is nothing they would do. I asked her about all the charges and interest added to our loan. I told her that I understood the extra escrow charges but all the other ones I did not. She still said that they would not do anything to fix it. I also asked her if our situation was unacceptable to yesterday why is it acceptable today. She said it didn't matter. She said all she could give me was an apology and fix my credit report for the last 5 months of bad reports. I told her that won't help my situation, I'm still in the same place as I was in when we started this mess. I also asked her if she really thought we would have agreed to help if we had known it would add 10K to our loan and we would have the same payment. I think I am having a nervous breakdown.

Filed Complaints with the Texas Attorney General, the Office of the Comptrollers, and Missouri Attorney General's office

1/15/10

I called Jane Daniels at CitiMortgage. I wanted to find out why they won't do anything to help when she said what they had done to us was unacceptable. She would not answer me. She put me on hold while she went to talk to her lead and came back and said she was not qualified on the level that I needed to have things explained to me. I told her I didn't need an explanation. I needed someone to make it right. She said that Holly's lead would call me back. I told her that Holly's lead can call me, but if they aren't going to help me and fix this situation there is no need in calling. I reminded her that she said it was unacceptable the way we were mislead, she said that she shouldn't have said that and apologized for saying it. I told her I filed a complaint with the OCC, The Attorney General's Office and anyone else I could find to hear me. She didn't seem to mind. She said Holly's lead would be calling. Holly's lead never called.

2/2010

All complaints denied by all agencies