My wife and I were on a forebearance agreement with Citi that was to last 7 months to help us get caught up on payments we missed due to misinformation we received that we had mortgage insurance that would help with payments while my wife was unable to work because of doctors orders during a difficult pregnancy. After fulfilling the forebearance agreement, I was checking with an online credit reporting agency and came across the account with Citi. It said that there was a balance due. No big deal, we were waiting for a bill to come in the mail for the next month's payment. With two weeks til the supposed due date, we called Citi "customer service" to ask where to send the next payment. The rep said that the account was 119 days past due. Keep in mind that we made the F/A payments on time for the last seven months. From then on, it's been one story after another.
First, the rep that set up the F/A (Michele Yates) said it was a balloon payment due when the loan matured; which happened to be 4 months into the F/A. Wrong! We read our contract. No mention of a balloon payment. Then they said it was missed payments. Those supposed missed payments added up to be 36 payments by our calculations. Ridiculous! Our original loan was for $20K, they said we owed $7952.00. No way we were 3 years delinquent. We've been paying on the loan since 1991. We requested our payment history but were told to call "customer service" who in turn; told us to call some one else in another state who told us to call "customer service" who said they could not provide us with it. After being shuffled from one account representative to another (totaling @ 5) over a one year period; in the meanwhile finding out that the account was in foreclosure; no one still had an answer of why we owed this mystery money.
My wife did some detective work and math and found that they had added insurance onto the loan. We had already been providing insurance for the loan since the begining. But we could not persuade Citi to do the same math to find out for themselves. We finally received our payment history after a heated argument with a "supervisor". What we saw on it was one misapplied payment after another. Also, there were multiple IB (interest bearing) add ons that were for the exact same amount that the insurance dept. said we never charged for. We did, however, calculated that we did owe a sum of money to them. We thought this nightmare was over when a rep (Crystal Warren aka Crystal Samuel) submitted our offer of the owed amount to settle this and was approved. We got a cashier check, included paperwork and followed all instructions to get them their money by a certain deadline. After three weeks (because they said it would take up to six weeks to process) guess what we got in the mail? The check and a piece of paper stating that they are "unable to identify the account by the name or address". UNFRICKIN' BELIEVABLE!!!!! To be continued....