Dealing with CitiFinancial Auto has been a complete nightmare. I was in an accident and my insurance company decided the car was a "total loss" and would issue a check to CitiFinancial for the value of the car which was less than what I owed on the car and of course I did not have Gap insurance to cover the remaining balance of $4000.
Citifinancial and I were informed of the insurance company's decision on the same day. I immediately called CitiFinancial back to discuss my four thousand dollar balance and how they wanted to handle it. I wanted to know if I may obtain a new loan and add my remaining balance to that loan; the way dealers do it when you trade in a car and purchase a new one.
If that was not possible then I wanted to know if I could arrange to lower my $490 payment to something more affordable due to needing to finance a new vehicle, and not wanting to make two large car payments. Especially, since I would be paying the same amount for something that no longer existed, along with paying for a new car. I just wanted them to be flexible since I owed such a small amount.
I was on hold for 20 minutes waiting to speak with someone who could help me because the representative that I initially spoke with could not help me. I was transferred to seven different departments and nine different people who all gave me conflicting information. I was ultimately told that they handle this sort of thing all the time and they were more than willing to work with me in lowering my payments, but I needed to wait until they received the check from the insurance company to make new payment arrangements.
I waited for a week and phoned back to make the new payment arrangements. I was told the check was just received and I needed to wait until it actually posted to my account and to call back the next week. I then insisted on speaking with a supervisor or manager because the end of the month was approaching and I wanted to have the situation settled.
At this point if was connected to a voicemail and I left a message and gave up for the day. I waited for five days for a return call and did not get one, so I phoned back and spoke to someone else who insisted that they do not make payment arrangements and that I had a loan and I needed to honor the terms of that contract.
I was completely dumbfounded by this new information and asked to speak with a supervisor and the representative kept insisting I did not need one he could answer my questions. After going back and forth for about ten minutes I adamantly insisted that I speak with a supervisor and was connected to someone's voicemail to leave a message.
Angered beyond reasonable thinking I thought better of calling back and decided to wait until I had myself under control. I tried again the next day and again was given the run around in regards to speaking with a supervisor but I was eventually placed on hold for ten minutes to and I spoke with someone who told me I needed to request a modification of my loan.
I inquired how this modification would be able to help me since it is income based and people must demonstrate a financial hardship in order to be helped. Since, I had not yet purchased my new car I was not yet in financial hardship but that I was trying to make arrangements in anticipation of the financial difficulties I knew would occur when I did buy a car. I was again told that this was simply a formality in order to lower my payments and it was the only way they could lower my payments.
I answered the expense questions the representative asked for the modification and I was told someone would contact me regarding the outcome within two days. I also asked if I needed to make a payment since I had one due now. I was told no because I had started the Modification process. A week went by and no phone call, so I called Citifinancial and inquired about the status of the modification and was told that I was denied.
When asked why I was denied I was told because I suffered from no financial hardship and could afford to continue making my payments. I explained I knew that because I hadn't bought a car but I could no longer put it off trying to make arrangements with them. I continued to explain what the supervisor had explained to me about how it was a formality and this is how they aided people in my situation. I was assured that it was not and that I must meet the requirements of the modification in order to receive lower payments.
I asked if they had any notes of me calling and inquiring about this situation and the previous advice I had been given and if I may appeal this decision? He told me that he saw that I had called but there was nothing that could be done for me I need to continue to make my payments as stated in the terms of my loan agreement.
I asked why no one contacted me regarding the outcome like I was informed. I was told it was my responsibility to keep up with my account. I then asked if I would be charged the late payment fee since I was told I would not need to make a payment by the previous representative. I was then told that since I had not yet made a payment that makes me late and I needed to included my late payment fees.
I again wanted to speak with a supervisor and complain about all the conflicting information I received and was transferred to someone's voicemail, where I attempted to leave a message stating my situation but was cut off by the (you have 15 seconds) automated response so I have just resigned myself to the fact that this is a very unflexible, unsympathetic, and unprofessional company that does not honor any of the information its' rep's falsely give out.
Royal Palm Beach, Florida
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