Citifinancial - Lousy Customer Service

Citifinancial - Lousy Customer Service

Citifinancial Lousy Customer Service

Unfortunately, our mortgage was sold to Citifinancial last year. We faxed a request to change our due date from the 1st to the 15th of the month, as they explained you were allowed to do once during the life of the loan. On August 18th, I faxed the request with all of the information and signatures, as directed, to the attention of Zaida Castro, who handles this process. I phoned Citifinancial on August 26th to check the status and was informed by customer service rep. Broderick that the fax was received, but never printed out and given to Ms. Castro.

He assured me that he printed it out and personally handed it to Ms. Castro and that it would surely be approved within 48 hours. I called back to check again on Sept 1st, and spoke with Michelle Davis. She said the same thing as Broderick, and that she would have her supervisor, Susan Douglas send an email to Ms. Castro and it would be taken care of in 48 hours. I called yet again on September 3rd and spoke with Mirais Loaiza, and was told again that it looked as it Zaida Castro was given the fax, but had not yet acted upon it. I asked to speak to Susan Douglas, Michelle Davis' supervisor and she said she had never heard of her.

She then connected me to Mike O'Dell, another "supervisor". He apologized and assured me he would personally be sure Ms. Castro handled it and that he would call me back later. That was Friday, today is Tuesday. I just got off the phone again, this time with a supervisor by the name of Allen, who now says he will send a fax to Zaida Castro and her supervisor to take care of this. The ironic part is during all of the time you spend on hold, the recording you listen too talks about how Citifinancial wants a "Successful relationship with you"and "We are serious about Service". I would beg to differ.

As soon as we are able to refi, we will never, ever do business with Citifinancial or any subsidiary of their company again.

Michelle R

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