Consumer complaint received 2018-04-11 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — 
Company: CITIBANK, N.A.
State: ND

Complaint narrative:
On XX/XX/XXXX I was informed by a banker that we are working with on refinancing that when he called the XXXX # of CitiMortgage to get our pay off the automated system said we still owed for XX/XX/XXXX. I immediately called CitiMortgage because I had gone on line to make XX/XX/XXXX payment and at the time of arranging payment I choose XX/XX/XXXX as the date for payment. Knowing it was past the grace period but before the 30 days. I always go on line to pay and make sure it processes with the message of thanking me for the payment to be scheduled on and then with the date. I have never printed or wrote down the confirmation number just made sure that message showed payment received or scheduled payment received. When I called CitiMortgage on XX/XX/XXXX I spoke to a XXXX wondering why my payment was not showing. She told me we had made a payment on XX/XX/XXXX. I told her I thought she was wrong and she said no there is a payment made on XX/XX/XXXX. After again telling her that cant be right, she then said oh I am sorry I was wrong. She said she did not see where anything had processed on line. I then asked her if we would have received a call reminding us of a missed payment and she said yes. That they do make a call to everyone that has not made a payment by the do date. She said the calls are random as far as when the person gets the call, but everyone will receive a call. I told her we never did receive a call. She checked and verified that I was correct, no attempt was made to us reminding us a payment was due. I told her this has been a complaint of mine in the past and that I had made a call in the past verifying our phone numbers because we never get a payment reminder call. I told XXXX I wanted to make a payment. She said let me transfer you to file a complaint. I asked her if I can make a payment with that individual, she said no. I reminder her again I need to make a payment. She said she would stay on the line and after the complaint has been filed I can then make the payment with her. She transferred me to XXXX. A complaint was filed and XXXX also had XXXX check to see if any attempt was made to contact us to remind us of no payment received. XXXX checked again and told XXXX no attempt had been made to contact us. The complaint filed was for no attempt made by CitiMortgage to contact us and that my payment online did not go through. I told them I did not want this reported to the credit bureaus as a late payment. I reminded XXXX again I wanted to make a payment. XXXX then said I will hang up and XXXX you can take the payment. When XXXX hung up it disconnected all of us. I called right back to make the payment and received a message they were closed. 

I then called at XXXX XXXX CST on XX/XX/XXXX to make the XX/XX/XXXXpayment. I spoke to XXXX, ID # XXXX and made the payment for a confirmation number. 

Around XXXX on XX/XX/XXXX I called CitiMortgage to speak to a supervisor in collections because I want to know why we are not receiving at least one reminder call. I am tired of the I am sorry and yes you should have, but nothing changes. I first spoke to a XXXX in customer service who told me I had received a call. I asked her when she said XX/XX/XXXX. I told her that is today and does me no good when it is past 30 days late. She said a XXXX called me to remind me our XXXX payment had not been made. I told XXXX that makes no sense why she would call when I spoke with her at XXXX  this morning to make a payment. She then told me not everyone will get a call if they have missed a payment. I told her I wanted to talk to a supervisor in collections. She transferred me and I spoke to a XXXX ( not sure if I have the name right ) but the ID # is XXXX. I am not even sure if the person was a supervisor but it was the collections department. This person told me that everyone that had missed their payment will get a call. I asked him again, everyone and he said yes. He explained that it is random so he cant say when each person that had missed a payment will get a call, but everyone gets the call. He said if the payment is due on the XX/XX/XXXX and a payment has not been received, the next days calls are started. He explained there are 3 reasons for the calls. First, to see if the person might need some assistance ( like if they are struggling to make that payment ) ; second, to remind the customer after 15 days a late fee will be charged and third to let the customer know after 30 days it might be reported to the credit bureaus. I told this gentleman if we would have received a call our it would have prevented us from having a payment made past the 30 days. It would have been a reminder to make a payment or if I had said I made a payment online they would have checked and would have told me no payment has been scheduled. Or I could have set up a payment on the call. We received NO call at all and have never received a such calls. I told him I dont want this reported to the credit bureaus as 30 days past due. He totally agreed with me that it is wrong we never receded any calls about no payment made. He filed a complaint. 

CitiMortgage needs to take care of their customers on an equal basis. One reminder would have prevented this account from going past 30 days. Yes it is our responsibility to make the payment by the due date. But it is their responsibility to provide the same service of a no payment reminder call to everyone and they say they do, but they do not. I have called in the past on this and nothing was resolved. You can have them check their calls to us and I can say since st least XX/XX/XXXX, maybe even farther back, we have never received a call reminding us a payment is due. This is unfair to us that we are singled out in getting a payment reminder call. 

They need to fix the issue, not later but now.

Company public response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
Company response to consumer: Closed with explanation