CitiMortgage is NOT giving me Customer Satisfaction

This month our home mortgage has been purchased by CitiMortgage, Inc from ABN Amro. Their letter of notification includes a payment coupon, as most buyouts do. I do not mail my payments in I have always just had ABN automatically draft our savings account on the first of the month. I like this system. I never have to worry and the payment is always on time and good.

I have been with ABN for a long time. They have been my mortgage lender since I first refinanced after my divorce. I have never had an issue with them. I am all for smooth running things.

So, since I was notified about the change to CitiMortgage, I have tried daily to set-up online access to my acount information. Today, I actually succeeded at the set-up. I quickly checked our information to assure myself that all is well and was transferred successfully.

The letter of change had a line that I highlighted to remind myself that all would move over well and nothing further was required of me:

If ABN AMRO Mortgage Group, Inc. is currently automatically drafting your monthly payment from your bank account, CitiMortgage will continue this service for you. You do not need to use the attached coupon.

Okay, good - I won't worry. Until I logged in this morning and saw:

that my next payment was due on 10/1/07 (which is correct), but the amount is ZERO. The next automatic payment will be drafted on 11/1/07.

This is not good or right. We all know that these folks will throw their error back on me, because it is the borrowers responsibility to assure timely payments. So, being the responsible debtor that I am, I dial the 800 number immediately. I'm going to fix this today, not when it is too late.

Well, I get a CSR with a thick accent, not starting good. I explain my issue. She tells me "don't worry, I assure you your payment will be made on 10/1/07." Well, honey, that and a nickel gets me no where.

As my emotional temperature gauge begins to rise - I continue to press. With her constant repetition of assurance, I cut her off to explain her words mean nothing to me. I want a confirmation that "I" will not be held liable for CitiMortgages erroneous data. I told her I will accept a confirmation by fax or email.

Of course, she isn't going to give me this "protection". After about 20 minutes of back and forth - I decided to go the written route. But not before I asked her if she was the CEO or on the board, or the person making the legal rules of the company. To which she replied NO. So, I told her as a CSR her word is no more valuable to me then the pan handler on the Eisenhower off ramps.

CitiMortgage is not going to be my smooth running friend - I see it already. They are just looking to collect fees, I'm sure. Put the masks back on the bank thieves!