citifinancial customer service

citifinancial customer service

Citifinancial customer service call center Dallas office I called today 12-31-04 to make my home equity line payment that was due on 12-01-04. A gentleman came on the line and did advise me of his name but I did not write it down as I did not expect to have any problems. After all I was calling to make a payment. The gentleman told me I had two accounts and he needed to know which one I was calling on. I advised him that I have only one account with them. The gentleman found my account and immediately told me my account was in default and I advised him it was probably because I was late. He informed me that it would not be in default because I was late for my December payment. Ok fine. He told me the amount due and I said that’s fine. Before he could ask me why I was late I informed him why. Since I have had this account I have been trying to get the due date changed. Currently it is on the first of the month and my regular mortgage is also on the first of the month, but I have not had any luck getting the due date changed. He wanted to know what the due date was that I wanted, I told him the 16th of the month. He informed me I couldn’t have it, that the only due dates they have is the 1st and the 15th. I informed him that I have talked to several people that told me they could go 15 days past the current due date which would be the 16th.(in fact customer service is the one who told me to pick that date.) And I also told him that I had a prior home equity loan with them and that they DID change the due date to the 16th of the month. It’s a catch 22 with them. You can only get a due date change if you are current on your loan, well since I never have been because of the way my pay periods fall I can’t get the due date changed.

The gentleman tried telling me that they never changed the due date since they couldn’t give me the 16th. Jeez if that was the case why did I never get a notice from anyone at CITIfinancial in regards to that? Anyways, he asked when I could make my next payment and I told him. He said why would you make your payments 5 days late. I advised him because that’s how my payments fall. According to my contract with them I do have a seven day grace. And at that point I still would be in that grace. At this point he started interrupting me and would not let me get a word in edge wise. He started lecturing me on making my payments late, I explained to him that I did not need to be lectured about making payments late and he said apparently I do. At this point I was furious with him. I did not want to talk to him at all. I asked repeatedly to be transferred to someone else and he refused. At one point I did bang the phone on the desk because I was frustrated. Every time I tried to talk he would immediately speak over me. When I tried talking over him I was accused of interrupting him. But yet any time I tried talking he would interrupt me. I finally got in that all I wanted was to make my payment and asked him if he would take it. He said he already took it. I then asked for my confirmation number. HE REFUSED TO GIVE IT TO ME!!!!!!! He said he wouldn’t give it to me until he was done talking to me about my late payments. He then said that I should go ahead and bang the phone on the desk a few more times or throw it out the window, because he was it and I wasn’t going to get anyone else to talk to. He actually even put me on hold a few times in the middle of me speaking. I asked his name several times and he first said I gave it to you at the beginning of the call. I informed him that I did not write it down and I wanted his name. He even refused to give me his name!!!!!!!

At this point if someone else had wanted to lecture me fine, but I was not going to talk to this rude obnoxious person any more. He had me on hold for quite a awhile and have now realized he is playing games with me by placing me on hold. I hung up the phone and immediately called back. I got him again! The first thing I said was that I wanted to speak to a supervisor. He said he was a supervisor. I asked his name, he said Mr. Walker. I went ahead and asked to speak to someone else. He said no, he was a supervisor and could help me. I advised him I did not want to speak to him that I wanted to speak to someone else. Well he then says, Mrs. Gilley why do you think you get to talk to someone else. I informed him that there was no way I was going to speak to him especially since he lied about being a supervisor! He said I could call back as many times as I wanted that I would always get him because he now has my account routed to him and he put me on hold again! And during both of these phone calls I had dialed it long distance. I looked on the internet and found an 800 #. I called it and got someone else, I think it was another country but that’s fine with me. I explained to her what had happened and that I just wanted to verify that my payment was taken. She said it was and gave me my confirmation number.

She also did verify that my due date had not been changed because I need to have my account paid so that they will have two weeks to change the due date before the next bill is sent out. This is what I knew from speaking to several associates at Citifinancial. So again the previous gentleman was just trying to be mean. She then asked me if I would mind if she looked at my account to see if there was a way for her to help me get caught up on my account. I had explained to her my predicament as I did to the previous gentleman and she listened to me without interrupting once!!! She was so helpful and nice it was a pleasure. At one point I started crying because I was thankful she was trying to help me without lecturing me on how bad my credit can get and that it’s embarrassing to get behind in payments.

She was the total opposite of Mr. Walker. In fact she is helping me get caught up in my payments and get my due date changed so that I will actually be paying early on my home equity loan!!! I would give her name, but again I am not 100% sure what it is. I’m not sure I could pronounce it or spell it and I don’t want to butcher their name. But she was a doll and I am grateful to her for making it easier. This week had not been a good week since I had to attend a funeral for a family member that was killed in the mess hall tent in Mosul last week so my nerves are completely frayed and did not need to be treated the way Mr. Walker treated me, I do apologize for beating my phone on the desk but I figured that was better than swearing at him. Regardless of my circumstances, NO ONE should be treated that way. I would like someone in upper management to know exactly how rude and how uninformed Mr. Walker is and that he refused several requests to speak to someone else and then also informed me that he was a supervisor that I verified that he was not. He also was VERY unprofessional. I actually hope they taped my call to verify how bad the call was! For as long as I have an account with Citifinancial I refuse to speak to him ever again, and I would actually like a written apology from him. I can’t actually believe that they employ someone with that type of personality and that attitude. Jennifer G Click this link to e-mail the above consumer: Email User Consumer