I would suggest that you NEVER make a phone payment to CitiMortgage. The same thing happened to us. Never use their website to make payments either. You can sign up on their website, but only for the purpose of seeing how they are recording the activity on your account. You should print these out monthly at a minimum. (We've seen payments recorded as accepted then "backed out".) Send payments via cashier's check via an overnight service like FedEx. I know it costs more, but they can't say your check bounced or whatever and they can't say they didn't receive it either when they have to sign for it. Well, they can say it, but they can't prove it while you can.
You should create logs of calls, getting names, noting times, how many times transferred, put on hold, etc. Details, details. Write to their president in O'Fallon, Mo. and attach documentation of everything that has transpired, including a log in dated chronological order so it is very easy for them to follow. Expect no reply. Allow ten business days for a reply, then repeat the process, noting whether you received a reply, and adding all communications to your ongoing log. As the months go by, each subsequent mailing gets thicker and thicker, and will be sent to more and more people. You will have shown you have gone out of your way to communicate with them, while they look worse and worse for failing to respond, or failing to address your complaint. Once you have accumulated a paper trail with documentation, call your senator's office and send the entire file with attachments to his/her office with a brief cover letter expressing your need for their assistance.
You can file complaints with all the agencies you want, but it could be years before anything happens and you may not even be notified of what. A senator can send your complaint to the top of an agency, especially if your case reflects gross disregard for laws.
Then look for a good attorney - just make sure the atttorney has not and is not representing any Citi entity before you hand them anything or discuss anything!
Good luck!
Jayne
Burke, Virginia
U.S.A.