CitiFinancial Mortgage (Second) - trouble with CitiFinancial receiving payment that would pay off second mortgage

Complaints.com received the following consumer message on February 7, 2003:

From: Lori Lane [Email User] RE: CitiFinancial Mortgage (Second) - trouble with CitiFinancial receiving payment that would pay off second mortgage We recently refinanced our home. When we were preparing to pay off our second with CitiFinancial, we were told they had not received our January payment. Funny, during the three prior months of electronic banking, they received it just fine. Also, even a little more funny, they cashed it five days before the due date. It was now my job to prove I made a payment.

Since I did not mail the check myself, (the e-bank did), I had to contact my bank to receive the front and back of the cancelled check. My bank then sent a fax to CitiFinancial with my name and the copy of the cancelled check. Guess what? CitiFinancial has no record of receiving that fax. Surprise! I then had to wait to receive another copy of the cancelled checks, all the while CitiFinancial is accruing interest and late charges to my refi so that they can be paid twice in one month by me.

So, I then faxed all the info with a cover letter letting them know that I have proof that they received my fax. When I called their customer service, they said they received my letter and cancelled check, but it was now going into research. I was told I had to wait until research was finished before I could receive my check. This has been going on since I found out they didn't have my check on January 16. So CitiFinancial has kept double the money for over 3 1/2 weeks and counting.

I wonder if I'll receive the interest and late charges back along with my original payment. My suggestion is: Run like the wind if you see CitiFinancial as the bank involved with your loan. Based on my experience, CitiFinancial's customer service people are rude, inept and unfortunately unable to communicate with customers. Yet, the collection department has sent me three letters to communicate the late payment they have not received, I'm just waiting for the call .......

Frustrated in AZ