Citifinancial Auto Complaint - Unbelievable Employees
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 run around. 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!!!!