Kelly sent a message to Jane Fraser CEO, CitiMortgage email address that said:
RE:
Good Afternoon
I do apologize that I have had to escalate this problem to your level; however, I spoke with a representative at 12:05 p.m. on 01/02/16 it appears that customer service is confused ( rep- Angel in Arizona) and manager Joseph is not helpful in this situation and a tad rude. It appears he needs additional training in how to handle escalations. Also a refresher on why he would even discuss the account with me if notification of death and deed were not on file. This would be a legal violation.
Charles passed away on 12/27/13. This home was deeded to myself on 12/13/13. In October of 2015 this home was being sold and there was an unseen title loan with CitiMortgage that had never been paid. Attempting to resolve this, myself as well as Placer Title called CitiMortgage to find out the payoff for this loan. They were unable to assist us without speaking to or receiving a death certificate as well as a deed by fax. I spoke with a rep name June around October 19th and advised that fax had been sent at 4:55pm. She said it would take up to 7 days to process the information so that they could speak with me about the account and get the payoff. After numerous calls from Title company (Monica Martinez) and myself we were able to get the information and now your company has received the payment in full.
It appears there is a refund check that has been on 12/26/15 in the amount of $78.06 to the deceased and sent to the property that was sold. I now have called to ask why it would be sent to him if you have already received his death certificate and deed showing my name. I am now told on 01/02/16 that you have never received any faxes pertaining to this account and that I would now need to start over. Then I was told that the information I sent was only for the 1st mortgage not the 2nd. The 1st mortgage was with Midland mortgage for at least the past 10 years so that could not be possible. The interesting point is: CitiMortgage can not release information to anyone but Charles Norris about this loan legally unless they have received such paperwork. Also I could not have received any information about this account through your company without sending the necessary paperwork. So either there is a training issue or CitiMortgage illegally gave information on a deceased person account.
Somewhere there is a lack of communication with your departments.
This refund check should have been issued to the person on the deed:
Kelly,
I would greatly appreciate your help in this matter,
Thank you,
Kelly
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