Citi Financial Auto Informative - Customer Service Nightmare, Plus Harassment
MICHIGAN -- I bought my vehicle approx 3 years ago and Citi financial auto is my lender. At first things started out fine, your typical auto loan.....that was until the six month mark when I changed insurances which also so happens to be the time that I needed to turn in a new insurance binder to Citi. I sent this company copies of my insurance binder SEVERAL times and yet they still did not get the copy, ok we are talking faxes here, not snail mail. I would verify the number and everything but always they would loose it. Even more maddening was dealing with different people every day, some who are not at all nice. The straw that broke the camels back came when I received a notice that my vehicle was going to be repossessed if I didn't pony up the money for my car payment. I hit the roof and immediately called Citi. There response was that because I had no insurance on the vehicle they had put on their own insurance, tacked on thousands of dollars in premiums which only covered the minimums and was significantly more than the full coverage I already had on the car.
As it turns out the payment every month had gone to pay my insurance premium and what ever that was left was applied then to my regular payment. I had late fees as well as a late payments reported to credit reporting agencies. Add to that the constant phone calls every day, all day. I started counting them on my caller ID and many times in excess of 10 per day. I would even tell them that I was in the process of resolving the issue and just like some brain dead twit the operator would come back and say "ok, but until it is we will still have no choice to continue the calls". Is there anything else I can do to help you today?" Yeah how about get me someone on the phone with a brain who I can talk to and get this resolved!!!
It took MONTHS to resolve just this issue, which is one of MANY. It finally was taken care of when I was sitting in the office of my insurance company with one of the agents and had Citi on conference phone. I told the operator to give me the number of the fax machine within their eye site and to not get off the phone with us until she had the binder in her hand and could read exactly what it said. I also requested her name too. I thought that all was said and done and finally I was set, WRONG. Because I was switching my insurance at the time the old binder expired I had to go back to my old insurance carrier and have them pull up a copy of my the binder proving that I did indeed have insurance for 1 day because when I switched the insurance it was in the afternoon and so they entered it the next day.
After that ordeal I have dealt with "customer service reps" (I don't think they know what the customer service part means) calling me and being downright rude saying that I was late on my auto loan that I just paid, on time! After he called me a lier and belittled me I finally asked him what kind of a vehicle I had. He said a Jeep Grand Cherokee......
With the minute amount of restraint that I still had I explained to him that I have a Chevy Blazer. He then became quiet and looked through his records. He had the records of a different person. At least he apologized, but the damage was already done.
I would classify Citi financial auto as being nothing better than legalized loan sharking. The customer service is horrible and the companies loan practices are borderline unethical if not totally illegal. Do not go through this company and if your loan is sold to them, immediately try and refinance.