Citifinancial Auto: Poor Service, Lack of Due Diligence, No Communication Coppell Texas

Hi, wanted to give everyone an update:

I contact the State Attorney's General office in Florida (and an attorney) and filed a written complaint. The financial department of the S.A.G.Office-Florida contacted Citifinancial Auto on Coppell, Texas on my behalf.

Though it took over 4 months, as a result of the contact from the S.A.G Office-Florida, Citifinancial Auto has finally corrected there error. (I called to verify.)

I received a letter from Citifinancial Auto and the S.A.G - Office in Florida regarding the resolution. Although the error is corrected, Citifinancial Auto, in the letter, still admits no wrong doing. Instead they state "The offer is no longer available..." and then proceed to list the actions they took to correct the issues I was complaining about.

Again, anyone considering financing (or refinancing) their vehicle should RUN from Citifinancial Auto and use someone else, based both on MY experience and the fact that others here at RipoffReport.com have gone thru the same thing.

Inept, unreliable, poor service, lack of communication, lack of customer service, repeated errors, lack of accountability, lack of due diligence, and (until corrected) clear violations of lending law and credit reporting law are reason enough to avoid Citifinancial Auto at all cost ! !

My thanks to the Florida State Attnys Office, Financial Division for their action!

Called Tamika at 1 800 433 5107, ext 42396 Got "Tye"? He said she was out of the office. Tye pulled up my account. I advised him of situation. He stated "deferment was not done because the case didnt route."

I advise him that i had a dispute on file on the account, and Tamika indicated that that may effect routing. He agreed, and stated that he will route to manager to get done. I also advised him that my online was showing an amount that is $29.25 too high. He advised, as Tamika said, that that is waived once the deferral takes place.

01.29.08 1:10pm to 888-433-5107 x 42396 Called to check on differment previously requested. Got a rep who transferred me to a Nia. Nia stated she needed to send a note to a manager(again?) to get resolved and that she would refer me to a collections manager. I am then connected to a Kelly

"Kelly" states that she needs to re-route the deferral based on the original notes on my account and that I need to call back in 2 days to check on the deferral.

1-1-08 Got letter in the mail stating that my account was past due. The letter invited me to use my tax refund call to do a deferral etc.. as a means of bringing my account current.

1-4-09 Called 888-433-5107 ext 42396 11:10am. Katrina answered asked for account number , and transferred me to my account manager.

01-04-08 11:16am Melinda (who apparently is in the Denver office) answers. I recap my issue, and she insists on transferring me to the Skip Pay department. I became rude with her, raised my voice, and told her to listen to me.this is not a skip pay issue, this is a differal issue." I repeated my previous conversations with Tamika and others regarding the previously requested deferrals to correct their error in not posting the Skip Pay.

I then ask her if she sees the previous request for a deferral. She says she does not see a deferral request noted. (of course) I asked her, rather rudely, what I needed to do now and why the previous requests were not filed. She replied I dont know anything about anything else all I can do sir is route your request. She puts me on hold at 11:21am, and returns, advising me to call back (again) in 2 days.

Called Tamika at 1 800 433 5107, ext 42396 Got "Tye"? He said she was out of the office. Tye pulled up my account. I advised him of situation. He stated "deferment was not done because the case didnt route."

I advise him that i had a dispute on file on the account, and Tamika indicated that that may effect routing. He agreed, and stated that he will route to manager to get done. I also advised him that my online was showing an amount that is $29.25 too high. He advised, as Tamika said, that that is waived once the deferral takes place.

01.29.08 1:10pm to 888-433-5107 x 42396 Called to check on differment previously requested. Got a rep who transferred me to a Nia. Nia stated she needed to send a note to a manager(again?) to get resolved and that she would refer me to a collections manager. I am then connected to a Kelly

"Kelly" states that she needs to re-route the deferral based on the original notes on my account and that I need to call back in 2 days to check on the deferral.

1-1-08 Got letter in the mail stating that my account was past due. The letter invited me to use my tax refund call to do a deferral etc.. as a means of bringing my account current.

1-4-09 Called 888-433-5107 ext 42396 11:10am. Katrina answered asked for account number , and transferred me to my account manager.

01-04-08 11:16am Melinda (who apparently is in the Denver office) answers. I recap my issue, and she insists on transferring me to the Skip Pay department. I became rude with her, raised my voice, and told her to listen to me.this is not a skip pay issue, this is a differal issue." I repeated my previous conversations with Tamika and others regarding the previously requested deferrals to correct their error in not posting the Skip Pay.

I then ask her if she sees the previous request for a deferral. She says she does not see a deferral request noted. (of course) I asked her, rather rudely, what I needed to do now and why the previous requests were not filed. She replied I dont know anything about anything else all I can do sir is route your request. She puts me on hold at 11:21am, and returns, advising me to call back (again) in 2 days.

Called Tamika at 1 800 433 5107, ext 42396 Got "Tye"? He said she was out of the office. Tye pulled up my account. I advised him of situation. He stated "deferment was not done because the case didnt route."

I advise him that i had a dispute on file on the account, and Tamika indicated that that may effect routing. He agreed, and stated that he will route to manager to get done. I also advised him that my online was showing an amount that is $29.25 too high. He advised, as Tamika said, that that is waived once the deferral takes place.

01.29.08 1:10pm to 888-433-5107 x 42396 Called to check on differment previously requested. Got a rep who transferred me to a Nia. Nia stated she needed to send a note to a manager(again?) to get resolved and that she would refer me to a collections manager. I am then connected to a Kelly

"Kelly" states that she needs to re-route the deferral based on the original notes on my account and that I need to call back in 2 days to check on the deferral.

1-1-08 Got letter in the mail stating that my account was past due. The letter invited me to use my tax refund call to do a deferral etc.. as a means of bringing my account current.

1-4-09 Called 888-433-5107 ext 42396 11:10am. Katrina answered asked for account number , and transferred me to my account manager.

01-04-08 11:16am Melinda (who apparently is in the Denver office) answers. I recap my issue, and she insists on transferring me to the Skip Pay department. I became rude with her, raised my voice, and told her to listen to me.this is not a skip pay issue, this is a differal issue." I repeated my previous conversations with Tamika and others regarding the previously requested deferrals to correct their error in not posting the Skip Pay.

I then ask her if she sees the previous request for a deferral. She says she does not see a deferral request noted. (of course) I asked her, rather rudely, what I needed to do now and why the previous requests were not filed. She replied I dont know anything about anything else all I can do sir is route your request. She puts me on hold at 11:21am, and returns, advising me to call back (again) in 2 days.

Called Tamika at 1 800 433 5107, ext 42396 Got "Tye"? He said she was out of the office. Tye pulled up my account. I advised him of situation. He stated "deferment was not done because the case didnt route."

I advise him that i had a dispute on file on the account, and Tamika indicated that that may effect routing. He agreed, and stated that he will route to manager to get done. I also advised him that my online was showing an amount that is $29.25 too high. He advised, as Tamika said, that that is waived once the deferral takes place.

01.29.08 1:10pm to 888-433-5107 x 42396 Called to check on differment previously requested. Got a rep who transferred me to a Nia. Nia stated she needed to send a note to a manager(again?) to get resolved and that she would refer me to a collections manager. I am then connected to a Kelly

"Kelly" states that she needs to re-route the deferral based on the original notes on my account and that I need to call back in 2 days to check on the deferral.

1-1-08 Got letter in the mail stating that my account was past due. The letter invited me to use my tax refund call to do a deferral etc.. as a means of bringing my account current.

1-4-09 Called 888-433-5107 ext 42396 11:10am. Katrina answered asked for account number , and transferred me to my account manager.

01-04-08 11:16am Melinda (who apparently is in the Denver office) answers. I recap my issue, and she insists on transferring me to the Skip Pay department. I became rude with her, raised my voice, and told her to listen to me.this is not a skip pay issue, this is a differal issue." I repeated my previous conversations with Tamika and others regarding the previously requested deferrals to correct their error in not posting the Skip Pay.

I then ask her if she sees the previous request for a deferral. She says she does not see a deferral request noted. (of course) I asked her, rather rudely, what I needed to do now and why the previous requests were not filed. She replied I dont know anything about anything else all I can do sir is route your request. She puts me on hold at 11:21am, and returns, advising me to call back (again) in 2 days.

Carl, I am having the same problem with Citifinancial Auto as you have had with the skip a payment letter. I have already filed a report on here, (((Redacted))), and (((Redacted))). I want everyone to know what I went through even if they do decide to do business with them, they know upfront to document, document, document!

Wish me luck!

(velda) CLICK here to see why Rip-off Report, as a matter of policy, deleted either a phone number, link or e-mail address from this Report.

01.22.08 10:20am: Called 800-486-1750, spoke to "Laura". Laura says she will transfer me to the "department handling my account" and places me on hold.

01.22.08 10:25am, transferred to "Tamika". I explain to her what is going on.

She advises process payment for December, and do "differal' for January.


She says amount due is $570.16. I advise her amount due (according to online last week) was that amount but included late fee. Could we waive. She CAN waive late fee (gets supervisor approval) and my amount due is not $543.01. (Removing $27.15 late fee.)

Tamika processes payment and gives confirmation number. (#658053.) using my debit card.

According to Tamika, she is "paying December, differing Jan, next payment is in March.

Tamika needs to speak to legal and places me on hold (regarding the 30 day mark on my Credit report.) While on hold, I am disconnected.

01.22.08 - 10:45 I called back and got "Shane". "Shane" gives me 888-433-5107 and connects me. Of course, again, I am disconnected.

01.22.08 - 10:48 I called back again and got "Will" (note sure of the name here, he was hard to understand, didn't speak clear english, and sounded like he was chewing gum or food.) I advised Will I was speaking to Tamika, and was disconnected.

Will puts me on hold and connects me to "Ju-Joe" (probably the same Ju-Joe I spoke to a few days ago who spoke broken English?) Ju-Joe puts me on hold, and comes back and says he can't get me to Tamika because the calls go to several centers and he's not sure where she is.


While speaking to Ju-Jo, my phone rings, so I hang up on him to answer it. I miss the call (from 817 area code) but while hanging up , I get a message from "Tamika" at 888-433-5107, ext 42396.

01.08.08 10:55am I call her back, and she actually apologizes for hanging up on me. She advised that my payment is made, differment will go thur tomorrow, and I should call the dispute resolution center at 888-776-3780, option 4 regarding the 30 day on my Credit Report. I will attempt to call tomorrow.

An adventure in the comedy of errors continues, maybe soon with a happier ending.

It's amazing to me the inept customer service this institution continues to display. Perhaps ONE of their employees (Tamika) will FINALLY do her job. I'll follow up.

Brian, thanks for your thoughtful comments, and the suggestion regarding the Jan deferral. I guess, for now, I should put my anger and frustration to the side and contact their office, just to save my own CB report from further damage (even if the damage caused is by their own lack of diligence, which is probably also illegal under Federal Lending Laws.

As a manager for a large financial firm myself, I have learned the importance of writing everything down, especially if this goes into litigation. Thus the detail. Thanks for the comment.

I will probably take legal action against Citifinancialauto eventually,and have an attorney here in my home town (a friend of a friend) who is already interested, if Citifinancialauto does not follow up and do the legal (and right) thing.

We'll see, and I'll post an update as things develop.

Brian, thanks for your thoughtful comments, and the suggestion regarding the Jan deferral. I guess, for now, I should put my anger and frustration to the side and contact their office, just to save my own CB report from further damage (even if the damage caused is by their own lack of diligence, which is probably also illegal under Federal Lending Laws.

As a manager for a large financial firm myself, I have learned the importance of writing everything down, especially if this goes into litigation. Thus the detail. Thanks for the comment.

I will probably take legal action against Citifinancialauto eventually,and have an attorney here in my home town (a friend of a friend) who is already interested, if Citifinancialauto does not follow up and do the legal (and right) thing.

We'll see, and I'll post an update as things develop.

Brian, thanks for your thoughtful comments, and the suggestion regarding the Jan deferral. I guess, for now, I should put my anger and frustration to the side and contact their office, just to save my own CB report from further damage (even if the damage caused is by their own lack of diligence, which is probably also illegal under Federal Lending Laws.

As a manager for a large financial firm myself, I have learned the importance of writing everything down, especially if this goes into litigation. Thus the detail. Thanks for the comment.

I will probably take legal action against Citifinancialauto eventually,and have an attorney here in my home town (a friend of a friend) who is already interested, if Citifinancialauto does not follow up and do the legal (and right) thing.

We'll see, and I'll post an update as things develop.

Brian, thanks for your thoughtful comments, and the suggestion regarding the Jan deferral. I guess, for now, I should put my anger and frustration to the side and contact their office, just to save my own CB report from further damage (even if the damage caused is by their own lack of diligence, which is probably also illegal under Federal Lending Laws.

As a manager for a large financial firm myself, I have learned the importance of writing everything down, especially if this goes into litigation. Thus the detail. Thanks for the comment.

I will probably take legal action against Citifinancialauto eventually,and have an attorney here in my home town (a friend of a friend) who is already interested, if Citifinancialauto does not follow up and do the legal (and right) thing.

We'll see, and I'll post an update as things develop.

Great documentation! Have you recorded any of your documentation? I believe what you have is more than sufficient and this should have been taken care of asap. Also, you should have received something in the mail for the deferment generally per policy.... reason being is in some instances people will defer their payments by paying the balance due, this is referred to as a "paid deferment," easy enough to remember..... that being said, the reason for the letter confirming the deferment is because sometimes (maybe not CitiAuto as there are no "local" offices you can go into and pay) the deferment is paid with cash and to make sure someone didn't keep your cash and process some kind of Home Office approved deferment for FREE, you get a letter stating when you are due again and how much you paid and that you did a deferment (not just paid 500 in cash and someone did a deferment on your behalf for say..... 200 dollars and keep the rest). Since you did a "free" deferment and there is no paper trail where it can be shown that on "the day in question" you made a payment of exactly what the interest would have been for said day (generally this pertains to an interest bearing account and not an amortized one as a payoff changes each day due to interest...... I do not know which you have).

There is some weight to the comment that you can pay another full payment and they can defer your January payment as previously promised but there are a few things that appear as you already are aware of. A deferment would have kept your balance the same and you would still have the same amount of interest charged daily (if it is interest bearing) but you would have a late fee and possibly be excused from any further rate benefit or current rate benefit (sometimes there are agreed rate reduction riders that lower a rate after x amount of on-time payments or, worse off, your rate goes up (like a credit card) for missing a payment.

A lot of times on an interest bearing account, in the beginning, two months worth of interest is about equivalent to a full payment (depending on rate and such) or less, that being said, deferments can usually (on an interest bearing account) be processed when the interest is current and another payment is due within 10 days... (you cant defer a payment that is a month away) so if someone is due for two payments, they can pay one in full and defer the other as their interest "should be current" if it is about 60 days since the last payment.....this obviously expands it's boundaries over time as the balance decreases and the interest per day gets smaller so 4 years into a 5 year loan may only accrue one month's worth of interest over a 6 month period (but generally you can only defer two payments in a row after a full payment so once you are 4 months behind, you have to pay 2 payments and do two deferments (if permissible....depends on how many deferments available per year)).

So.......... you may know all of this....... until the matter is settled, you may wanna do a payment and deferment to get your credit remaining strong as it takes some time to get a CB report corrected....... you will have to do your January payment either way right? Who cares if they mark it as hardship, make them correct it when it is over........ I do deferments all the time and they are generally for hardship reasons (loss of work, death, illness) but it isn't reported anywhere outside of the office.... the cb report shows fine, you just have the deferred payment added to the end of your loan..... no bad remark in the cb, nothing.

I am sorry you are running into this trouble, I wish you the best. I hope I have helped you in some way.

Brian

Letter to Citifinancialauto, which also details the events:

To whom it may concern, Below are the details of a series of events that has occurred with Citifinancialauto over the course of the last few weeks.

The short version is as follows: I contacted Citifinancialauto on 12.08.07 to take advantage of a "skip-pay" program offered for customers in good standing, giving them the ability to skip their December payment.

I called on 12.08 at 9:02am and took advantage of the program. I was told that my next payment would be due "on 01.15.08." Citifinancialauto, making an error, failed to post the skip-payment for December, causing my account to go past due.

After multiple failed calls, meaningless conversations, poor customer service, and failure of your management to return ANY promised phone calls, my account is now showing as past due on my credit report.

Citifinancialauto is now in violation of Federal Lending Laws which govern the fair and accurate handling of account information and credit practices, including the FCRA. Failure to correct the error may result in further action by me, as appropriate.

The long version is as follows:

12.08.07, 9:02am EST. During the month of December, I received a letter stating that I could "Skip my December Payment." The letter contained a number (866-917-7842, shown on my phone bill below ) which I called on 12.08.07. I spoke to a "Chris", who said that my account was noted and that my next payment due was going to be 01.15.08. ( I still have a copy of the letter with a note regarding the person's name and the next due date communicated to me. )

Call details to your skip-pay office, per AT&T, are as follows and are hereby documented.

(I included a copy of the phone bill page here on the letter, dated 12.08.07 showing I placed the call.)

Fast forward a few weeks: On Saturday, 01.05.08 at approx 3:15 pm, I received a call from Citifinancial Auto (in India?) stating that my account was past due. I advised the rep that my account was NOT past due, and explained the letter. He stated he had "no record of the skip-payment and that I would continue to receive calls until I made a payment."

01.07.08, I called Citifinancial Auto at 800-486-1750.

__at 10am I spoke to a "Jessica", explained what happened. She promised to connect me to someone who could help, and hung up on me. __at 10:10am, I called back and spoke to a "Ms.Berry", explained again what had happened and asked to speak to a supervisor. She blind-transferred me to someone's voicemail. __at 10:15am, I called back and spoke to a "Laura", and again explained the situation. She advised me that she was in the collections area, and that she could arrange a differed payment, but it would have to be based on "hardship". I explained that I should not have to do that , that I had already arranged to have the payment skipped based on the letter I received, and that no further action should be required of me. She connected me to a "Termaine" in the department that apparently, originally handled the "skip pay promotion". Termiane indicated he would not help me and he would have to connect me to a supervisor named "Charles" who was not in.

At 10:25 am , on 01.07.08, I left a voicemail with a man (apparently named Charles Fisher). Mr. Fisher never returned my call.

01.07.08 4:00pm Obtained Copy of letter allowing skip-pay, with name of rep spoken to (Chris) and date quoted from next payment due-date (01.15.08) on letter at time of conversation from home file.

01.07.08 4:42pm Call never received from Charles above, so called back with above letter in hand. Ms. Beecham, told issue, transferred to a Mr.Rice (supervisor) Blind transferred to his voicemail, so left a brief message.

01.07.08 4:50pm Called back again, got a Ms.Page Explained to Ms.Page what happened, put on hold Ms.Page returned, advised me I need to call the # on the letter. I asked her why she could not connect me, and she said since I had been bounced around so much , she preferred I call instead. I asked her for a supervisor, she blind transferred me to a number, where I received a recording "you have reached a non-working number".

01.07.08 4:57 Called back again, got a "Marie" Explained to her the situation. She advised I had two options: Give me # on letter and I can connect you , or I can get supervisor here. I asked for supervisor.


01.07.08 5:00 Marie above connected me to "Chrissy", a manager? Explained to Chrissy what happened. Placed on hold at 5:17 pm for manager in skip-pay department. Chrissy reached "Sydney". Sydney remained on line and waited for supervisor with me.

01.07.08 5:20 pm, "Greta" came to the phone (in skip pay.) Chrissy explained to Greta that she showed me as 22 days past due, that I qualified for skip-pay, and that she "felt it was unfair to request me to do a differed payment when we made the error" . "Greta" apparently understood situation, and says that she will send email to "Charley". I asked her if that was the Charles Fisher that was supposed to call me back earlier today? She said yes, and that Charley was out that day but she would send him an email. I advised her he also had a voicemail from me from 10:25am the same day. Greta explained that she didn't know if Charley could do an override since my account was now past due (??!!) Greta provided me with a phone number 972-653-9224 and her hours (arrives at 9:30 CST.) She advised to call her back by 2 or 3 on 01.08.08 if I had not received a call from Charley.

01.08.08 2:26 pm Received collection call from Citifinancialauto (from India?) from # 803.835.2505 stating that my account was "22 days past due" and that I needed to make a payment. I advised the rep of the situation, advised her I was working it out with the main office, she needed to note my account, and advised her to contact the Citifinancialauto main office if she had any issues. I said "ok?" and the rep then hung up on me.

01.08.08 2:59 pm Called Greta at 972-653-9224 advising her that I have not received a call from either supervisor, specifically her or Charles Fisher regarding my issue. I asked her to call me back at (my phone number) anytime.

01.08.08 __Received another collection call. Explained to rep situation. He noted account. I told him that was underway, and that I had sent an email to the disputes department.

__Called Greta at 972 number, got voicemail, left message asking her to call me.

01.09.08 (Day 5) 2:30pm Still no call from Charley or Greta to date, so called Greta back. the status of the correction is.

01.10.08 Received another collection call today which I did not answer. Called Greta again at the 972 #, asking her that she simply call me back and let me know the status of my situation. No callback received.

01.14.08 10:12am Sent complaint to Dispute Resolution Department at Citifinancialauto via email. No email, voicemail, or written response to date.

01.14.08 4:09pm: Contacted Better Business Bureau. Complaint filed, under file # 32004871. BBB returned contact, stating the file was being processed.

01.16.08 12 noon: Called the Customer Service number and got transferred to an "account manager"? Placed on hold: then someone came to line. Asked for account info, and without warning, I was put me back on hold again...then transferred back into the same queue.


01.16.08 This dial-transfer comedy of errors continued for several return calls until I got a "Kim", who had to connect me to another area, but gave me 888-433-5107 "in case we were disconnected." Disconnected again, so called the 888# back. After several transfers and holds, I was transferred to "JuJoe" (spelling?). Explained to JuJoe the entire situation, and advised him I had filed a report with the BBB on 01-14...he said, in what can be mildly described as hard-to-understand and broken English that "there is not record you called for a skip-pay... you did not call us until 01-07." I explained again that that info was incorrect. I asked him, short of suing Citifinancialauto, what can we do to straighten this issue out today? His answer? Make a payment today. I asked him again why I needed to make a payment other than the current payment; He explained that I could make current past due payment (according to him, the December payment they were supposed to differ.) and he could differ my payment for January payment. (Based on my history with Citifinancialauto thus far, I am leery to do that... will it go thru? Will I qualify since my account is past due (their fault)... a comedy of errors.)

I asked him if he saw anything regarding a dispute. He said he saw notes that my account "had a dispute on it" and I "needed to call the dispute dept." I advised him that I had heard nothing from the dispute area. (Sounded like he was trying to get me off of his line.) He gave me 800-711-4945.

I called 800-711-4945, but the menu options do not indicate anything regarding disputes and don't allow you to do anything other than speak back to customer service.

01.18.08 10:00 am. The comedy of errors continues. When I attempted to make the ONE payment that is now due, $570.16 I was blocked from doing so online. The message indicates I need to "call customer service."


The remedy: I am demanding due diligence in this manner, as follows: (1) Process the skip-pay that was originally requested, or skip any current payment to bring my account current. This should not require any action on my part. (2) Correct the Credit Bureau Report error, which shows my account as aging past 30 days. (3) Re-age my account, as appropriate, to show real-time status. (4) Refund any late fees and residual finance charges as a result of your error. (5) Re-allow access to on-line payment.

It is clear to me that your process is broken. Not only is your voice-response system a confused maze of menus, but your customer service department has failed to meet my consumer needs.

They have also failed to assist a customer who quite clearly is able to document that the error in question is the fault of their organization, and NOT the customer.

In addition, the managers named above (Charles Fisher and Greta) have no business in management. Simply failing to return a concerned customer's phone calls, specifically after promising to do so, is enough evidence that not only is customer service not a part of their organizations agenda, but it is also clearly not their strength. As a manager with a Fortune100 financial firm myself, the constant and repeated pattern shown above, resulting in the failure of Citifinancialauto to process due diligence, is grounds enough for dismissal of staff. It also places your firm on shaky legal ground at best.

I am eagerly awaiting your response.