Citibank Mortgage Complaint

Citibank Mortgage department,

Conventional fixed mortgage Loan servicing, payments, escrow account Texas

When - trees fell on my house and - neighbors houses ( -/-/16 ), I began working with my insurance company ( -, a fantastic company ) to get the trees removed from the roofs, the driveway and - sidewalks replaced, as well as replacing the shingles and some damaged wood trim. The house is worth over $200000.00 and the mortgage balance is under $8000.00. I have already had the trees removed ( the cost of that was $8600.00 ). CitiBank required my insurance company to make the check ( $13000.00 ) payable to CitiBank and myself. My insurance company said I should have no problem getting CitiBank to waive their interest in the check


I contacted Citi on -/-/- and made a request for them to notify - that they were waiving their interest. She said someone would call me from property damages. No call, so I called them -/-/-. They said that it was not their policy to do that. Even the supervisor, -, was not helpful. she submitted a request for a review to waive their interest, but that could take weeks. I explained that it could be months before i could get the rest of these repairs done if i missed this window. She said she would send out an overnight envelope and it would arrive on Friday ( certainly not overnight ). Today is Monday, no envelope. She was so condescending. I called again today and was informed that there was a clerical error ( deliberate, I believe ) and the envelope was addressed to their office. Why did n't they call and let me know what happened or better yet, why did n't they resend it? I understand why they are the - most hated bank in the US. They are acting like I am untrustworthy to make the repairs. And I know that it should not take 2 weeks for someone to make a decision to waive. I must now find another contractor whom I do not know and that will cost my insurance company more money because I got a really good estimate from the contractor I have used in the past. Even my bank officer at - said that was really poor customer service and they would have taken care of it immediately. The loan was originally with one of the banks that - has purchased and the loan has been sold at least 6 or 7 times. When I ended up with Citi, I asked why since it was certainly not a bank I would have chosen. I was informed that when a bank sells a bunch of bad loans they have to include some loans in really good standing. Since I am never late, I really resent this practice. I should be able to choose my mortgage company. If I had been able to do so without refinancing expenses, I certainly would have done everything in my power to get away from Citi. I would pay the fees right this minute but of course, at this point I doubt that I could even get a bank to refinance since such a small amount remains on the note. And to be treated like this does nothing to help their public relations. Oh, sorry, that was a logical comment for a company that actually cares about public opinion. They obviously do not and have no public relations.