• Report: #305724

Complaint Review: Citifinancial Auto

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  • Submitted: Sun, February 03, 2008
  • Updated: Tue, April 15, 2008

  • Reported By:Abilene Texas
Citifinancial Auto
www.citifinancialauto.com Columbus, Ohio U.S.A.
  • Phone: 800-486-1750
  • Web:
  • Category: Loans

Citifinancial Auto "skip a payment" letter, deceptive trade practices Columbus Ohio

*Author of original report: It did get resolved

*Consumer Comment: my update - dealing with same issue

*Consumer Comment: did your differal ever go thru....??

*Author of original report: So Far So Good

*Consumer Suggestion: did your differal ever go thru?

*Author of original report: Update on Skip A Payment problem with Citifinancial Auto

*Author of original report: Update on Skip A Payment problem with Citifinancial Auto

*Author of original report: Update on Skip A Payment problem with Citifinancial Auto

*Author of original report: Update on Skip A Payment problem with Citifinancial Auto

*Consumer Comment: I'm going thru the same thing!!

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Here is a copy of a letter (email) that I have sent to their "executive response" email about a problem that I have with Citifinancial Auto and copied to their customer service email:

RE: 2007 Pontiac Grand Am car loan:

1. You need to do something with your procedures when someone calls in. To be totally ignored and treated as a liar and a thief is unacceptable.

On January 27th a man by the name of Frank from telephone number 1-817-835-3291 called me. He asked me if I was going to make my car payment for January (2008). I told him that I had received a letter in the mail back in December (don't remember the exact day that the letter was received) offering skip a payment and had taken Citifinancial up on the offer. I received it after I had made the December payment so when I called on December 15th, the skip a payment went into effect for January. The person I spoke with on December 15th (whose name I did not get) said that it was processed and that the next payment would now be due in February. He was very congenial and nice. I wish now that I had gotten his name. It never occurred to me that a company could so mess up a simple concept as this or that one department wouldnt have a clue as to what another department was doing in the same company! I told this gentleman who handled the skip a payment that this was great and well-timed because I could use that payment to put tires on the car, which I did at Wal-mart:

Transaction Details
Description: WAL Wal-Mart S 12/15,ABILENE TX
Posting Date: 12/17/2007
Amount: $340.78
Type: Check Card

On January 27th, Frank was rude to me, treated me like a liar, insinuating that no such letter existed and again wanted to know when I would be making my payment. His tone of voice was insulting as well as his words.
He asked with a sarcastic tone, Well, what was it? Did you have medical expenses that caused you to ask for the skip a pay? I told him NO, that the offer was made to me with no strings attached and that I had not initiated it at all. He acted as if I had just lied to him. He gave me a number to call, (customer service?) 1-866-917-7842. I tried immediately to call but evidently that office is closed on Sundays. I called on Monday, the 28th and spoke with Janet who transferred me to Natasha who transferred me to Christie. Each time I had to explain why I was calling. While on the line with Christie, we lost the connection so I called back and spoke with Brittany. I again explained the situation. Brittany was very polite and said that she would send an email to skip a pay to Charlie. Brittany told me that Charlie would research this and get back to me within 2 business days. I waited but never received a call. On February 1st I called 1-866-917-7842 and spoke with Dixie who immediately asked for my account number or ssn.

I gave her my ssn and she immediately transferred me to the department that started this whole mess who of course we know now would only transfer me back to the customer service department. I hung up and immediately called back. I again got Dixie who said that it is company policy to transfer the call and she again transferred without any discussion. I hung up and I called back again. I tried asking for Brittany but Dixie said that she couldnt transfer me to Brittany without a last name. Well, of course, we all know that your people dont give out last names so once again, the customer is screwed. I refused to give my number and asked for a supervisor. Dixie argued with me but I insisted and was transferred to the supervisor. Naturally, you know what happened. Uh-huh, I get the managers station and NO ONE answers but I get the voice mail. I leave a detailed message for someone to get back with me and left my cell phone number.

NO ONE has returned my call; however, your collection department sure can find time to call and harass me. I am at the point now that I am seriously considering buying a tape recorder and recording all conversations between myself and your company. If this is not resolved by the 8th, I will file a complaint with the Better Business Bureau and I will turn all data and tapes over to the state for Deceptive Trade violations. I might even put a small ad in our local paper asking if anyone else has had this problem with your company. If one person can't get action maybe a group of people can.

2. This whole mess started because of a letter I received from your company to skip a payment. I called on December 15th and first got the automated response system. I decided to get the balance left on the loan at that time too so your system should show that I obtained that information from the automated system. Right after that is when I spoke to one of your representatives about the skip a payment letter and told that it was processed and that the next payment would be due in February.

3. I regret the day that I refinanced with your company and left HSBC. Getting a lower interest rate was not worth this hassle.

4. I refuse to make any further payments until this is resolved. I was ready to set the February payment on January 27th to be paid on time through my banks Bill Pay system until FRANK from number 1-817-835-3291 called me. At that time, I decided that this had to be straightened out before any more money transfers from me to you.

GET THIS RESOLVED!

I want a WRITTEN response to this email. You can respond via email but if this problem persists I will INSIST that all communications take place by certified mail or, if verbal, only in the presence of a witness on my end or a taped conversation. Once I receive WRITTEN correspondence that this has been resolved, I will initiate the February payment through my bank's Bill Pay system.

****************
As a note to anyone reading this complaint I have filed here on this website:
I have never been late on this loan. In fact, this loan before now was helping my credit rating which is what I wanted it to do because I had been through some rough times for about 8 years. This loan had bumped my credit score up quite a bit. My recommendation is to avoid Citifinancial like the plague. If already in an agreement with them, do everything with documentation in mind. Get all names, keep everything in journal, and everything in a file all by itself!

Talk2vam
Abilene, Texas
U.S.A.

Click here to read other Rip Off Reports on citifinancial

This report was posted on Ripoff Report on 02/03/2008 11:50 AM and is a permanent record located here: http://www.ripoffreport.com/r/Citifinancial-Auto/Columbus-Ohio-43218-3036/Citifinancial-Auto-skip-a-payment-letter-deceptive-trade-practices-Columbus-Ohio-305724. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.

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Updates & Rebuttals

#1 Author of original report

It did get resolved

AUTHOR: Talk2vam - (U.S.A.)

It did get resolved, finally. The person I spoke with had contacted me through their Executive complaint office but I had to talk to the other departments to actually have it done. He had given the word to get it fixed to those departments, I guess. You're right though, they won't admit any wrongdoing. The closest I got to that was the comment that the SkipaPay program was way more successful than they had anticipated and some people fell through the cracks.

I'm keeping my eye on them and continue to document ALL contacts with them and will until my daughter's car is paid off.
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#2 Consumer Comment

my update - dealing with same issue

AUTHOR: Carl - (U.S.A.)

talk2vam, not sure if you ever were able to verify that your differral ever went thru and was processed as promised.

After 5 different promises, my differral (Citifinancial's suggestion to correct the fact that THEY never processed my original skip-pay) was never done.

I ended up having to contact the State of Florida Attorney's General office to get any action.

As a result of the action by the Florida Attorney's General Financial Division, Citifinancial Auto finally adjusted my account, returned late fees for 3 months, and corrected my Credit File. The funny thing is, even in the letter that Citifinancial Auto sent to me (advising me of the corrections) Citifinancial Auto never admitted that they did anything wrong, even when they were provided with:
__A timeline of all phone calls made to them.
__A copy of my phone bill proving I called to do the Skip Pay.(they claimed I never called.)
__A copy of the original skip-pay letter with terms.(they claimed they never sent one to me.)

My suggestion is, if your issue is not resolved, contact your State Attorney's General office and file an online or letter complaint. It may take a while, but it seemed to help.

Good luck.
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#3 Consumer Comment

did your differal ever go thru....??

AUTHOR: Carl - (U.S.A.)

just curious, did your differal ever get processed...I've been fighting them for 6 weeks now just to do the differal they promised to do..no one calls back...its never done,, manager's ignore their voicemails....i've turned the timeline over to an attorney...so we'll see.
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#4 Author of original report

So Far So Good

AUTHOR: Talk2vam - (U.S.A.)

Update on my call back: I called back on 2-21-08 as instructed by Jeff to 1-800-486-1750 but the person I got had a very heavy accent and I couldn't understand him enough to even get his name so I gave up and decided I would try again later. I was so busy the rest of the day that I didn't call back until 2-22-08. When I called on the 22nd, I got Ann who was very cordial after an intial bump in the road. I told her what Jeff had told me but then she started to switch me back to 'collections' and I stopped her from doing that!

I had her pull up my record and she did see that the check I sent in February had been backdated to the January payment and that Jeff had processed a deferral for February, making my next payment due in March. He told me that they couldn't do the skip a pay as had been initially intended with the letter (why, I really don't understand but nevermind). Jeff had told me that the Skip a pay program was way more successful than they ever intended and they were overwhelmed and that is why people got inadvertently dropped. Well, not my problem but the way he handled it has the same effect for me in the long run.

I also asked Ann about the credit reporting and she filed a correction stating that my records needed to be corrected because of a Skip a Pay that was incorrectly processed, causing the appearance of a late payment. I'm going to follow up on that in about a month - to give it plenty of time to get processed and make it through the necessary obstacles with the credit bureaus. I will also be sure that my paper bill reflects that all is well with my account now too.

Good luck with yours! Here is Jeff's number that he gave me to call if I had problems with Customer Service ..... 1-803-835-3003.... hope he doesn't get mad that I put that here. :)
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#5 Consumer Suggestion

did your differal ever go thru?

AUTHOR: Carl - (U.S.A.)

Hi, I see you and I are dealing with the same issue,and my issue continues. I have tried on 4 different occasions to get a differed payment, each time was promised that it would be routed to a manager, and each time citifinancial auto dropped the ball. The funny thing is, the "differal" was THEIR idea to correct the Skip Pay issue, but apparently they can't even get THAT right!! It would not surprise me that you find out that your differal was not processed as promised.

In the mean time, I've contacted a local attorney and they requested a copy of all of my conversations with Citifinancial Auto to date, which I provided. Perhaps I can sue them? We'll see.
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#6 Author of original report

Update on Skip A Payment problem with Citifinancial Auto

AUTHOR: Talk2vam - (U.S.A.)

Well, I did decide to send in the February payment afterall. I thought it over and decided that my end of the contract dictated that I should be sending in my payemnts and that just because they screwed up, I shouldn't screw up. I sent it via snail mail though with a note attached which I don't know if it caused the phone call or not or if it was my email to the 'executive' response line that did it. I have always paid my payments in the past through my bank's bill pay system, but since I wanted to send my nasty little note, I had to use the US mail. I also stapled it to the check - three times - just to make sure that they didn't "lose" it.

I received a call yesterday (02/19/2008) from Jeff who left a voice mail message on my service. I called back today (2-20-08). Evidently he is a manager from the collections department and he did apologize for the treatment I have received from Citifinancial. What is believed to have happened is that the Skip a Payment letter got such great response from us that they weren't prepared for it and people got dropped. Doesn't exactly make me feel better but it is at least an explanation. Anyway, he said that he can fix the problem. He processed a "defer" payment for February since we can't actually fix the Skip a payment which was processed but dropped for January. What I don't like is that I actually have to call Customer Service tomorrow to finish fixing the problem. This shouldn't be my task, but I'll do what I'm told to do. I have to call Customer Service tomorrow and have them backdate the payment I made in February to January, remove any negative credit bureau reports, and if I have any trouble out of them, I'm to call Jeff back and he will talk with one of their managers.

Good thing that Jeff called me because I was just getting ready to write up my report for BBB. I just received a letter from Citifinancial Auto showing that I am over $800 in arrears! NOT SO! I was all fired up to write this report and decided that I would call the number and ask for Jeff like the voice mail message requested. I figured at first that he was going to be just like Frank from that first call which started all this, so that is why I put off calling Jeff back until this morning. I'm glad I called. I was all set for battle.

I will say to the other gentleman on here who is having the same trouble and thinking "lawsuit" that if you need testimony, I'd still be glad to participate if for the only reason that it is the principle of the thing now. I'll see if I have any trouble with Customer Service tomorrow. If it doesn't go well, I'll be back here to tell the rest of my story. Wish me luck!
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#7 Author of original report

Update on Skip A Payment problem with Citifinancial Auto

AUTHOR: Talk2vam - (U.S.A.)

Well, I did decide to send in the February payment afterall. I thought it over and decided that my end of the contract dictated that I should be sending in my payemnts and that just because they screwed up, I shouldn't screw up. I sent it via snail mail though with a note attached which I don't know if it caused the phone call or not or if it was my email to the 'executive' response line that did it. I have always paid my payments in the past through my bank's bill pay system, but since I wanted to send my nasty little note, I had to use the US mail. I also stapled it to the check - three times - just to make sure that they didn't "lose" it.

I received a call yesterday (02/19/2008) from Jeff who left a voice mail message on my service. I called back today (2-20-08). Evidently he is a manager from the collections department and he did apologize for the treatment I have received from Citifinancial. What is believed to have happened is that the Skip a Payment letter got such great response from us that they weren't prepared for it and people got dropped. Doesn't exactly make me feel better but it is at least an explanation. Anyway, he said that he can fix the problem. He processed a "defer" payment for February since we can't actually fix the Skip a payment which was processed but dropped for January. What I don't like is that I actually have to call Customer Service tomorrow to finish fixing the problem. This shouldn't be my task, but I'll do what I'm told to do. I have to call Customer Service tomorrow and have them backdate the payment I made in February to January, remove any negative credit bureau reports, and if I have any trouble out of them, I'm to call Jeff back and he will talk with one of their managers.

Good thing that Jeff called me because I was just getting ready to write up my report for BBB. I just received a letter from Citifinancial Auto showing that I am over $800 in arrears! NOT SO! I was all fired up to write this report and decided that I would call the number and ask for Jeff like the voice mail message requested. I figured at first that he was going to be just like Frank from that first call which started all this, so that is why I put off calling Jeff back until this morning. I'm glad I called. I was all set for battle.

I will say to the other gentleman on here who is having the same trouble and thinking "lawsuit" that if you need testimony, I'd still be glad to participate if for the only reason that it is the principle of the thing now. I'll see if I have any trouble with Customer Service tomorrow. If it doesn't go well, I'll be back here to tell the rest of my story. Wish me luck!
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#8 Author of original report

Update on Skip A Payment problem with Citifinancial Auto

AUTHOR: Talk2vam - (U.S.A.)

Well, I did decide to send in the February payment afterall. I thought it over and decided that my end of the contract dictated that I should be sending in my payemnts and that just because they screwed up, I shouldn't screw up. I sent it via snail mail though with a note attached which I don't know if it caused the phone call or not or if it was my email to the 'executive' response line that did it. I have always paid my payments in the past through my bank's bill pay system, but since I wanted to send my nasty little note, I had to use the US mail. I also stapled it to the check - three times - just to make sure that they didn't "lose" it.

I received a call yesterday (02/19/2008) from Jeff who left a voice mail message on my service. I called back today (2-20-08). Evidently he is a manager from the collections department and he did apologize for the treatment I have received from Citifinancial. What is believed to have happened is that the Skip a Payment letter got such great response from us that they weren't prepared for it and people got dropped. Doesn't exactly make me feel better but it is at least an explanation. Anyway, he said that he can fix the problem. He processed a "defer" payment for February since we can't actually fix the Skip a payment which was processed but dropped for January. What I don't like is that I actually have to call Customer Service tomorrow to finish fixing the problem. This shouldn't be my task, but I'll do what I'm told to do. I have to call Customer Service tomorrow and have them backdate the payment I made in February to January, remove any negative credit bureau reports, and if I have any trouble out of them, I'm to call Jeff back and he will talk with one of their managers.

Good thing that Jeff called me because I was just getting ready to write up my report for BBB. I just received a letter from Citifinancial Auto showing that I am over $800 in arrears! NOT SO! I was all fired up to write this report and decided that I would call the number and ask for Jeff like the voice mail message requested. I figured at first that he was going to be just like Frank from that first call which started all this, so that is why I put off calling Jeff back until this morning. I'm glad I called. I was all set for battle.

I will say to the other gentleman on here who is having the same trouble and thinking "lawsuit" that if you need testimony, I'd still be glad to participate if for the only reason that it is the principle of the thing now. I'll see if I have any trouble with Customer Service tomorrow. If it doesn't go well, I'll be back here to tell the rest of my story. Wish me luck!
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#9 Author of original report

Update on Skip A Payment problem with Citifinancial Auto

AUTHOR: Talk2vam - (U.S.A.)

Well, I did decide to send in the February payment afterall. I thought it over and decided that my end of the contract dictated that I should be sending in my payemnts and that just because they screwed up, I shouldn't screw up. I sent it via snail mail though with a note attached which I don't know if it caused the phone call or not or if it was my email to the 'executive' response line that did it. I have always paid my payments in the past through my bank's bill pay system, but since I wanted to send my nasty little note, I had to use the US mail. I also stapled it to the check - three times - just to make sure that they didn't "lose" it.

I received a call yesterday (02/19/2008) from Jeff who left a voice mail message on my service. I called back today (2-20-08). Evidently he is a manager from the collections department and he did apologize for the treatment I have received from Citifinancial. What is believed to have happened is that the Skip a Payment letter got such great response from us that they weren't prepared for it and people got dropped. Doesn't exactly make me feel better but it is at least an explanation. Anyway, he said that he can fix the problem. He processed a "defer" payment for February since we can't actually fix the Skip a payment which was processed but dropped for January. What I don't like is that I actually have to call Customer Service tomorrow to finish fixing the problem. This shouldn't be my task, but I'll do what I'm told to do. I have to call Customer Service tomorrow and have them backdate the payment I made in February to January, remove any negative credit bureau reports, and if I have any trouble out of them, I'm to call Jeff back and he will talk with one of their managers.

Good thing that Jeff called me because I was just getting ready to write up my report for BBB. I just received a letter from Citifinancial Auto showing that I am over $800 in arrears! NOT SO! I was all fired up to write this report and decided that I would call the number and ask for Jeff like the voice mail message requested. I figured at first that he was going to be just like Frank from that first call which started all this, so that is why I put off calling Jeff back until this morning. I'm glad I called. I was all set for battle.

I will say to the other gentleman on here who is having the same trouble and thinking "lawsuit" that if you need testimony, I'd still be glad to participate if for the only reason that it is the principle of the thing now. I'll see if I have any trouble with Customer Service tomorrow. If it doesn't go well, I'll be back here to tell the rest of my story. Wish me luck!
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#10 Consumer Comment

I'm going thru the same thing!!

AUTHOR: Carl - (U.S.A.)

All I can say is, I wish you luck. I'm going thru exactly the same thing (based on my phoned in and documented response to the same "Skip a Payment" letter you received in December.)

Citifinancial Auto is, by far , the worst, most inept, obtuse, non-customer service oriented organization I have ever had the displeasure of dealing with. It amazes me that they refuse to own the fact that it was THEY who have dropped the ball and made the error here.

I guarantee you that we are not the only Citifinancial Auto customers going through this. I wish there was an attorney brave enough to take them on. We would definitely win.

Good luck to you!!
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