citifinancial mortgage Complaint - Incompetent employees
COPPELL, TEXAS -- You may not be the proper person to talk to about this, but I am at the end of my rope. If you can't help me maybe you will be able to tell me who can. I am a home owner in Elkhorn City, KY. My home mortgage is through Citifinancial Mortgage. Last month I had a lot of extra bills (car trouble, vehicle taxes, etc.) so I called Citifiancial Mortgage to see if it would be possible to get an extension for my March payment. The lady I spoke to took the information and told me I would receive notification by mail if the extension had been granted. I did not hear anything else from them until March 29th, when I received a collection call about the payment. I explained to the lady that I had requested an extension and in the middle of my conversation the call was disconnected. That afternoon I called them back and was told yes they had all the information and the extension was being processed and that we would be receiving the forms to sign by mail. Tuesday morning I received another collection call and again explained that we were supposed to be getting an extension and the person told me that I had spoken to the wrong person when I made my request, that customer service could not handle such a request, that only the collections department could. I ask to speak to a supervisor and was not allowed to do so. To make a long story short I have probably talked to 10 different people in the 5 days and each one tells me something different. Every time I have ask to speak to a manager or supervisor I have not been allowed to do so. I have been given the run-around for days and still have no clue where I stand. This is going to show up on my credit as 30 days past due and it is not even my fault. If, at the time I made the initial request I had been told that I could not receive an extension then I would have found a way to make a payment, but now there is no possible way to do so. I should have known better than to trust them because it is not the first time I have had trouble with them. Around a year and a half ago I called to make a payment arrangement and the representative I spoke to offered an extension. He faxed the form to me and we signed and faxed it back. We did not hear anything else from them until we received a notice that they were getting ready to foreclose.
I have tried to find out who I need to speak to but no one at Citifinancial is willing to tell me. I have talked to other people in my area who have dealt with Citifinancial and they have all had similar problems.No one deserves to be treated the way this company has treated us, and even if I can't help myself I would like to make sure others don't receive the treatment I have.
Within the next few months the state is supposed to buy our home to make right of way for the new highway 460. So we will have to purchase another home and don't need this negative mark on our credit. If you are not able to help me with this I hope that you can tell me someone who can.
At the very least I would like a response from your company regarding this incident. Thank you for your time.