My ex-husband had procured a second mortgage with Citi Financial several years ago and I had to sign on it because my name was on the original mortgage. He passed away recently and it took some time to get the insurance money so in the meantime the loan got a couple payments behind. Since our minor daughter is the heir and wants to keep the property (along with the rest of his family) I tried to get the account up to date because they are threatening to foreclose but the idiots will not let me make a payment. They actually have been sending the bill to me, addressed TO ME but they now say they cannot discuss the account with me.
Fine, so I asked if I could just send a payment to keep it out of foreclosure and they said I could send a payment but did not know if it would post to the account or if it would have any bearing on keeping it from foreclosure. No one would help me do something to keep the loan from completely defaulting and going into foreclosure. Even the supervisor of the guy I was trying to talk to was rude and unhelpful. When I repeated back some info she gave me to make sure I got it right she got snippy, and even when asking a general question she snottily said she cannot give out any information.
The first mortgage company (which had the loan in his name, not mine anymore) was friendly and helpful and I was able to get the payment caught up. I would not do business with Citi Financial again if my life depended on it. I can remember back when I went to sign for him on this loan and thought how uncomfortable I was dealing with these shysters. I wish I could have talked him out of going with them.
I have a car loan with CitiFinancial Auto and let me start out by saying they are the WORST loan company bay FAR!!! Not only are they the worst to deal with the employees are dishonest, and unhelpful. I lost my job so as a reduce in income I called Citi about a loan modification. They kept saying they could help. Finally they said they would fax me the paperwork for an amendment. I waited 1 week and still NO fax from them. So I called them to see where the paperwork was, and again they said oh we will fax it over. Needless to say it took them 3 weeks to fax me the paperwork.
By this time they said that the 30 days had run out (this is how long they give you to apply for an amendment.). So they made me make another payment before they would even look at the paperwork again. This was the 2nd time they had made me make a payment while trying to do this amendment paperwork. The day that they finally sent over my fax I signed it and faxed it right back. A week later I get an email from them saying my payments late... so I call them again.
They say they never got the fax!!!! The day I faxed this I sent it twice to make sure they got it. So I re-faxed it to another number given to my by yet another nasty representative, then they said call back in 2 days and see if they received it. SO this morning I call again the first time I got one NASTY woman and after telling me they ONCE again didn't receive my fax I was pissed!! I mean who wouldn't be?
So now I have sent it over three times. So I tell her this is ridiculous and I want to talk to a manager, she yells at me and hangs up!! Are you serious? I called back and talked to someone else and they told me to fax it AGAIN!!! I'm really so sick of this "well we didn't receive it" Crap! So seems to me like they are dragging this out just so the 30-day amendment application period is up, so once again they will make me pay another payment before starting this process over. This time I was given yet another fax number to send this too, and told well if they do get it, nothing will be updated for 32 hours.
Now play the waiting game... wait yet another 2 days to call them and see if they received it a third time. I can't wait until my car is paid off and I never have to deal with this company again. BEWARE when calling and talking to the representatives they are untruthful, and NEVER do what they say they are going to. And if you too are in a rough financial situation like a lot of us are right now... and you apply for an amendment be ready for all of this **!
RIVERSIDE, CALIFORNIA -- I'm a (fairly) new CitiFinancial Auto customer. I have a complex situation and I'm in desperate need of assistance because I've spent too much personal time and energy trying to fix it. There's a lot that's gone on but I'll try to break it down to make it less confusing.
Early February my E-Loan car payment account was transferred over to a Citi account without me knowing. I never received a packet in the mail letting me know that I'm a new Citi customer so I had no idea what my account number was (a coworker of mine also had an E-Loan account switched over and he received a packet in the mail a few days after the transfer).
I called and spoke with a woman who told me I had a payment due right away for $269.60. I explained that I was upset because I didn't receive anything letting me know my account information and she apologized but that I'd have to pay the $15 fee for over-the-phone payment. She assured me that I would be credited back the $15 on my next bill (which would mean I'd owe $254.60). I called and spoke with another rep and explained that I still had not received a packet in the mail and they assured me that one was on its way. I also asked for my account number and he gave it to me.
I tried to set up an online account but kept getting an error message after filling out my personal information. I emailed about the situation and received a reply from **. She explained that the username/password has to be set up with specific characters (which is not stated ANYWHERE on your site for some reason). Once I followed the strict guidelines I was finally able to create an account.
It showed a payment on 3/3/08 so I figured everything was fine. I checked back the next day and then it said it was "reversed" and had a payment due date of 3/2/08 for the total of $254.70. I did not receive an email or phone call about it being reversed so I was very confused. I waited a few days for an answer and then ended up emailing ** because I didn't want to have a late fee, or worse (I didn't want to make a payment and then have it kick the direct debit back in and ultimately make me pay double). I emailed her on 3/6/08 and did not receive a reply so I emailed her again on 3/11/08 - still no reply.
It's extremely hard for me to call CitiFinancial because I'm PST time and when I get off work you guys are closed. I do Technical Support and am on the phones throughout the day so I'm unable to call during my work hours. Email is the best option for me but I've received very little help through it.
Someone named ** called and left a message for me today and I called back within 10 minutes. I spoke with ** in Customer Support and she was extremely rude and not helpful at all. I tried to explain the situation to her but she didn't want to listen and told me that I could make the payment over the phone but would be charged $15 (again) - this obviously isn't acceptable to me, especially seeing as I already set up direct debit through the website. She did mention that I shouldn't have been charged the $15 the first time because "E-Loan customers don't have to pay any fee's over the phone". Seems like she just contradicted herself there.
I called back and spoke with another Customer Support rep (who was MUCH nicer) but told me that there's a late fee on my account and that I'd have to pay $10 for the late fee and another $15 for paying over the phone. So the payment is going to be $25 MORE now?! I thanked her for her time and asked if I could speak with a supervisor. I was on hold for about 10-15 minutes and then the phone started to ring. I expected to talk with a supervisor but instead got a voicemail for someone named **.
I tried my best to explain everything in the voicemail to ** and then had to hang up (the recording said I only had 15 more seconds to leave the rest of my message). I'm waiting for ** to call me back but I'm worried she won't (just my luck). If anyone could PLEASE reply back to this email and/or call my cell phone **. I just want to pay the $254.70 that I owe and then let the direct debit $269 payments go through every month thereafter. I really don't think this is too much to ask and I'd really appreciate some help.
Please don't reply back telling me to call in about this situation because I've already called and explained it to about 5 different people. If you could forward this to a supervisor (or if you could forward this to ** in Customer Support - unlikely, I know) I'd greatly appreciate it.
I've been doing a lot of research on Citifinancial Auto and it looks like a TON of people are having problems with them too. At this point I'm not really sure what to do. It's Saturday March 15th and I've yet to receive a call or email from anyone at their company. I'm almost ready to give them a call and just pay the extra $25 and get it over with. Any suggestions? Thanks a lot!
ABILENE, TEXAS -- You need to do something with your procedures when someone calls in. To be totally ignored and treated as a liar and a thief is unacceptable. On January 27th a man by the name of Frank from telephone number ** called me. He asked me if I was going to make my car payment for January (2008). I told him that I had received a letter in the mail back in December (don't remember the exact day that the letter was received) offering “skip a payment” and had taken Citifinancial up on the offer. I received it after I had made the December payment so when I called on December 15th, the “skip a payment” went into effect for January.
The person I spoke with on December 15th (whose name I did not get) said that it was processed and that the next payment would now be due in February. He was very congenial and nice. I wish now that I had gotten his name. It never occurred to me that a company could so mess up a simple concept as this or that one department wouldn't have a clue as to what another department was doing in the same company! I told this gentleman who handled the ‘skip a payment' that this was great and well-timed because I could use that payment to put tires on the car, which I did at Wal-mart.
On January 27th, ** was rude to me, treated me like a liar, insinuating that no such letter existed and again wanted to know when I would be making my payment. His tone of voice was insulting as well as his words. He asked with a sarcastic tone, “Well, what was it? Did you have medical expenses that caused you to ask for the skip a pay?” I told him NO, that the offer was made to me with no strings attached and that I had not initiated it at all. He acted as if I had just lied to him. He gave me a number to call, (customer service?) 1-866-917-7842. I tried immediately to call but evidently that office is closed on Sundays.
I called on Monday, the 28th and spoke with ** who transferred me to ** who transferred me to **. Each time I had to explain why I was calling. While on the line with **, we lost the connection so I called back and spoke with **. I again explained the situation. ** was very polite and said that she would send an email to “skip a pay” to **. ** told me that ** would research this and get back to me within 2 business days. I waited but never received a call. On February 1st I called 1-866-917-7842 and spoke with ** who immediately asked for my account number or SSN.
I gave her my SSN and she immediately transferred me to the department that started this whole mess – who of course we know now would only transfer me back to the customer service department. I hung up and immediately called back. I again got ** who said that it is company policy to transfer the call and she again transferred without any discussion. I hung up and I called back again. I tried asking for ** but ** said that she couldn't transfer me to ** without a last name. Well, of course, we all know that your people don't give out last names so once again, the customer is screwed.
I refused to give my number and asked for a supervisor. ** argued with me but I insisted and was transferred to the “supervisor.” Naturally, you know what happened. Uh-huh, I get the manager's station and NO ONE answers but I get the voice mail. I leave a detailed message for someone to get back with me and left my cell phone number. NO ONE has returned my call; however, your collection department sure can find time to call and harass me. I am at the point now that I am seriously considering buying a tape recorder and recording all conversations between myself and your company.
If this is not resolved by the 8th, I will file a complaint with the Better Business Bureau and I will turn all data and tapes over to the state for Deceptive Trade violations. I might even put a small ad in our local paper asking if anyone else has had this problem with your company. If one person can't get action maybe a group of people can.
This whole mess started because of a letter I received from your company to “skip a payment.” I called on December 15th and first got the automated response system. I decided to get the balance left on the loan at that time too so your system should show that I obtained that information from the automated system. Right after that is when I spoke to one of your representatives about the “skip a payment” letter and told that it was processed and that the next payment would be due in February. I regret the day that I refinanced with your company and left HSBC. Getting a lower interest rate was not worth this hassle.
I refuse to make any further payments until this is resolved. I was ready to set the February payment on January 27th to be paid on time through my bank's Bill Pay system until ** from number ** called me. At that time, I decided that this had to be straightened out before any more money transfers from me to you. GET THIS RESOLVED!
I want a WRITTEN response to this email. You can respond via email but if this problem persists I will INSIST that all communications take place by certified mail or, if verbal, only in the presence of a witness on my end or a taped conversation. Once I receive WRITTEN correspondence that this has been resolved, I will initiate the February payment through my bank's Bill Pay system.
As a note to anyone reading this complaint I have filed here on this website: I have never been late on this loan. In fact, this loan before now was helping my credit rating which is what I wanted it to do because I had been through some rough times for about 8 years. This loan had bumped my credit score up quite a bit. My recommendation is to avoid Citifinancial like the plague. If already in an agreement with them, do everything with documentation in mind. Get all names, keep everything in journal, and everything in a file all by itself!
BEDFORD, TEXAS -- I have had a run-in with Citifinancial Auto. I recently had to file for disability and was told by a credit counselor that we could call Citifinancial and ask for an amendment on our car loan. I did just what they suggested and one the first phone call I got "I don't know what you're talking about." On the second phone call, I was told that there was a program called a Loan Amendment and that we would have to apply for it. She asked for all of my financial information and she forwarded all of it to "the department that handles that." I never heard anything back.
So, I called and there was no record of my conversation with the lady and now I need to give them all of my financial information again. They said to give it a few weeks to process and then call back. I called back and then I was told that they had to have written documentation of mine and my husband's income and other financial information and that I should "fax" it to them so they could process it faster. I faxed the information and waited a couple of days and called back. Then I get, "We have to have all of your documentation in before we can process the Amendment."
I told them I had sent all of the information by fax and she said, "well, we don't have it. Fax it again." So, I faxed it again. I waited a couple more weeks and called back and then was told that the Amendment was placed on hold because there was a payment due. I paid the payment and she said she would forward it to "that department" again. I still did not receive any call or letter about the Amendment. I then called back and was told that there was documents missing. Our proof of income that I had faxed twice before. I refaxed this again after several phone calls requesting supervisor's and "this department" and got nowhere.
Then I called back and they said that the Amendment was approved and that the paperwork would be mailed to me. I asked about the new payment amount and due date and she said she did not have any of that information because it was mailed to me. She said to wait a few days and call back if I did not receive it. I waited a week and called back and they said they would have to resend it. She said to give it a few days and call back if I still did not receive it. I called back a few days later and was told that they had to "redo" all of the paperwork and do the process all over again and that I would need to fax them my income, AGAIN.
I asked to speak to "that department" and was told that they did not accept phone calls from customers. I asked for supervisors and was transferred to team leads. I asked for managers and was disconnected, told "they are all in a meeting", and was transferred to voicemails of people I had never heard of. I left a total of 4 messages and received only 1 return call. She called me while I had company at my home and I told her I could not talk about it and she said that if I couldn't talk to her then, I would have to wait 3 days before I could speak to her again and then I would have to leave her a message and she would "try" to call me back.
This has been going on since August of 2006 and I have not yet received an Amendment. According to the credit counselor's, all finance companies offer these types of Amendments and they are required by law to let you apply for them. It's so convenient that we have been given the runaround. Sounds to me like they don't want to give the Amendment, but are "playing the role" of letting us apply.
Is there anyone who can help me in this matter? I have filed a complaint with the BBB and I would like to take it further because I have been verbally attacked, yelled at, hung up on, harassed by phone calls up to 4 times in one day asking for payments, and told I was a complete idiot because they knew more than I did and treated as though I made all of this up in my head. THESE PEOPLE ARE UNBELIEVABLE!!!!
Hello my name is **. Recently I had some very bad experiences with your Customer Service Departments. I say departments because I was trying to get information on my account to be able to track my last car payment and no one from your department was very helpful. When the responses I was receiving did not seem right to me I asked one of your customer service reps about 10 times to speak with a manager. I also had to explain to her that I do not think that she was giving me wrong information but just that I wanted to talk to a manager because they might have more access to my information then she has, and even after that she would not let me speak to a manager.
When I finally got her to transfer me to a manager she hung up on me. I called back 3 times, and I think I got the same representative and she hung up on me again, and one other representative hung up on me also. I was very polite and did not get confrontational at any point. I finally spoke to a manager and he made me feel like it was my problem. When I was asking simple questions like "Has my allotment payment reached the bank?" and "What can your company do to trace the payment?". He stated it's all up to me to track payments which I sent to your company.
I am in the US military stationed in Korea and tried to resolve the situation by staying up till 1200am to fix the problem with no help whatsoever from your company. I will never do business with your company again and will make sure that I advise anyone in the military or civilian associates to do the same. I am trying to solve the problem
through my own channels since it is obvious that your company does not care anything for its customers welfare. I say this with full clarity because I have had and am currently do business with other financial companies and I
have never been treated like I was with CITIFINANCIAL.
Your company could learn a lot from Wells Fargo for instance. My experience that I am talking about was on 05 Aug, 2009 my account number is ** and I am emailing this to you in hopes that someone can help me with getting online support because I truly do not want to experience your customer service ever again. I have tried to set up an online account using my account information and the system keeps coming up with a system error as stated below.
"System Error (The system has generated an error. Please call us at 1-800-486-1750 or email email@example.com if this error persists.) Disclaimer: Please be aware that the security of information transmitted by e-mail cannot be assured and may be intercepted by unknown third parties. We recommend that you do not send any sensitive customer information, such as your account numbers or Social Security number by e-mail.)."
I have tried three times, and now once again I have to ask for help from your company in reference to your online customer service department and telephone help desk. I will also be forwarding this email to any higher official in the company in hopes that you do something to rectify this problem.
RALEIGH -- I have been reading some of the comments on this site, and I agree 100% that CitiFinancial is a bunch of crooks, thieves and all around leeches on society. They receive a Government Bailout that WE will have to pay for... only to turn around and stick it to everyone feeling the pinch of the battered and beat up economy. I say DO SOMETHING!!! Contact the Federal Trade Commission at http://www.ftc.gov/. They have a complaint section. I filed my complaint and hopefully you will too. CitiFinancial needs a good kick in the pants regarding their unsavory collection practices.
Here is some information regarding your rights... and what to do if those rights are violated. What types of debt collection practices are prohibited? Harassment. Debt collectors may not harass, oppress, or abuse you or any third parties they contact. For example, debt collectors may not: Use threats of violence or harm; publish a list of consumers who refuse to pay their debts (except to a credit bureau); Use obscene or profane language, or repeatedly use the telephone to annoy someone; False statements. Debt collectors may not use any false or misleading statements when collecting a debt.
For example, debt collectors may not: Falsely imply that they are attorneys or government representatives; Falsely imply that you have committed a crime; Falsely represent that they operate or work for a credit bureau; Misrepresent the amount of your debt; Indicate that papers being sent to you are legal forms when they are not; or Indicate that papers being sent to you are not legal forms when they are.
Debt collectors also may not state that: You will be arrested if you do not pay your debt; They will seize, garnish, attach, or sell your property or wages, unless the collection agency or creditor intends to do so, and it is legal to do so; or actions, such as a lawsuit, will be taken against you, when such action legally may not be taken, or when they do not intend to take such action.
Debt collectors may not:Give false credit information about you to anyone, including a credit bureau; send you anything that looks like an official document from a court or government agency when it is not; or use a false name. Unfair practices. Debt collectors may not engage in unfair practices when they try to collect a debt. For example, collectors may not: Collect any amount greater than your debt, unless your state law permits such a charge; deposit a post-dated check prematurely; use deception to make you accept collect calls or pay for telegrams; take or threaten to take your property unless this can be done legally; or contact you by postcard.
What control do you have over payment of debts? If you owe more than one debt, any payment you make must be applied to the debt you indicate. A debt collector may not apply a payment to any debt you believe you do not owe. What can you do if you believe a debt collector violated the law? You have the right to sue a collector in a state or federal court within one year from the date the law was violated. If you win, you may recover money for the damages you suffered plus an additional amount up to $1,000. Court costs and attorney's fees also can be recovered.
A group of people also may sue a debt collector and recover money for damages up to $500,000, or one percent of the collector's net worth, whichever is less. Where can you report a debt collector for an alleged violation? Report any problems you have with a debt collector to your state Attorney General's office and the Federal Trade Commission. Many states have their own debt collection laws, and your Attorney General's office can help you determine your rights.
The FTC works for the consumer to prevent fraudulent, deceptive, and unfair business practices in the marketplace and to provide information to help consumers spot, stop, and avoid them. To file a complaint or to get free information on consumer issues, visit ftc.gov or call toll-free, 1-877-FTC-HELP (1-877-382-4357); TTY: 1-866-653-4261. The FTC enters consumer complaints into the Consumer Sentinel Network, a secure online database and investigative tool used by hundreds of civil and criminal law enforcement agencies in the U.S. and abroad.
CALIFORNIA -- I purchased a vehicle with financing from a lender who eventually sold my loan to Citifinancial Auto. The original loan was for a 5-year period rather than the typical 3-year period. To keep my finances on track, I use Direct Debit services whenever possible and I made arrangements to have my auto loan paid through Direct Debit. During this time, I moved and provided Citifinancial with my current address, but they continued to send any and all communications to my former address. My forwarding order expired after the first year and I again provided them with my correct address.
In April, I left work and found that my car was not in the parking lot. I called the police and was told that my car had been repossessed. I immediately called Citifinancial to find that "no one could take my call," so I emailed them. Four phone calls, 2 faxes, and 3 emails later, I had still received absolutely no information from Citifinancial Auto. Finally, the towing company called and asked me to come and get my belongings. Because I was so upset, the employee called Citifinancial Auto (they actually answered her call!) and when I arrived to get my things, she told me that they had repossessed the car due to non-payment.
I received no notice that they had stopped collecting the payments via Direct Debit nor did I give them my permission or agree to that arrangement. No other company with whom I have made Direct Debit arrangements has terminated the arrangement, so I know this is unusual. I don't think it is a coincidence that all of this happened when I reached the 3-year mark for my loan. Additionally, Citifinancial tried to file a claim for damages through my auto insurance company, saying that the entire front end of the car was destroyed. When I visited the tow yard 3 days after the repossession, the car was completely intact.
They still have not filed any paperwork with the DMV to claim ownership of the car and I continue to receive notices from the DMV regarding overdue registration. So... the $11,000+ that I paid toward owning the vehicle is completely wasted, the repossession is on my credit record, I spent nearly $400 on a rental car, and I had to come up with cash to purchase a used vehicle because I live in an area with next to no public transportation. I believe that Citifinancial Auto deliberately terminated our Direct Debit arrangement without notifying me so that they would not have to honor the nontraditional 5-year loan.
How are they allowed to get away with this and why don't consumers have an option to pursue dishonest businesses without spending thousands of dollars on an attorney? The BBB is great, but there is not a thing they can do if the business refuses to negotiate with them, and in the case of most large corporations, that is exactly what they do. Large businesses know individual consumers can't afford to spend $5,000-20,000 to pursue something like this, so they simply refuse to play ball with the BBB. Whatever you do, don't do business with Citifinancial Auto!
My husband and I got an auto loan through CitiFinancial Auto a couple of years ago. We moved with our company and our payday changed dates. We have been over our due date several times... although not late more than once. CitiFinancial will begin calling us on the day our payment is due even though there is a 10-day grace period. They call CONSTANTLY! I have been getting anywhere from 1-5 calls daily even after I have already talked to a representative about the payment. They are notorious for calling me at 10:00pm even on Sunday night!!
I have had representatives hang up on me, call me names, and refuse to let me speak to someone in an American service center. I have called to complain on more than one occasion and had been assured that I will no longer receive calls on Sunday or past 9:00, (which is still too late in my opinion). I am to the point of contacting an attorney about being harassed. I am trying to refinance my loan through someone else but the value of my truck dropped considerably when gas prices shot up and I am beginning to think I am stuck between a rock and a hard place.
I would not only NOT recommend an auto loan through this company I have been quite vocal to people not even considering and auto loan through them about steering clear! I will NEVER finance anything through this company again. I don't care if I have to live in a tent in the park and get to work by bicycle!
And here is the PS for those of you who commented that I clearly stated I was consistently late and so deserved the treatment I have received... I have missed my payment due date no more than 4 times in three years. On each of these occasion I called the company to keep them apprised of the situation. I have asked them at the time of these conversations NOT to contact me by phone and yet they completely disregard my request. I have received collection calls from them even when they have the check in their possession. Apparently if they haven't processed it I am still liable.
SO, rather than tell me being late means they can call me, (and I am very much aware that they can) read the post in its entirety and realized that even if I completely default on my loan they do not have the right to harass me, threaten me, or belittle me as a person. It's called the fair debt collection practices act. Read up on it.
COLUMBUS, OHIO -- I have had Citifinancial Auto loan for over 2 yrs. I have never been late on one payment. I was laid off in August of this year. I was 8 days late making payment. I have contacted CitiFinancial on daily basis. They are the rudest people and not helpful at all!!! They have put me on hold so many times I gave up counting and trying to keep a log of my transactions with them. Most of the representatives do not speak good English. I had no idea what one guy was saying and asked him to spell the word he was attempting to pronounce. That made him really mad. It was the word "Bills". He had to be of African descent.
He had a very strong accent. It did not even come close to what I was hearing. He got so frustrated with me he put me on hold and never came back to pick up the phone. So I went into the phone call pool. This went on for over an hour. I asked 4 times to speak with a supervisor. Got nowhere with that. Finally I did get a woman that was an American and I could understand the lady. She understood me perfectly. She was very helpful and I hope we got this mess straightened out. I am supposed to call back tomorrow for more of the nightmare at Citifinancial Auto.
I do not know how to get rid of the financial loan with Citifinancial. I am going to check into trading this car in and going with another loan carrier. This company is horrible. Ask ask ask, before you get involved with this company. I had no idea what I was getting into. But as long as I was on time with my payments I never had any problems to speak of. I like the others pay my bills through my bank. NEVER NEVER let anyone draft from your bank account. That is the worst thing anyone can set themselves up for. I just hope I can get out of business with Citifinancial Auto ASAP. NOT RECOMMENDED TO ANYONE ON THE PLANET.