James E. Bean sent a message to Jane Fraser that said:
Regarding Account # 1122299204-9
We are very disappointed in your customer service, or should we say the lack thereof, it leaves a lot to be desired. Your representatives always start by saying the conversation may or will be recorded for quality assurance. There is no quality to the service.
No one can give us an answer to a simple question. We call Citi Mortgage and no one knows the answer so we are connected with the bi-weekly or bi-monthly department. We usually get the answer you need to talk to the mortgage group so we are connected back to Citi Mortgage.
Each time we are connected to a new person we have to go over the same explanation again and again. After more than an hour of this we are completely aggravated. We usually ask to speak to a supervisor or manager and that request is refused.
Your customer service for the mortgage department as well as the bi-monthly payments department needs serious training.
On different occasions in the past several months we have tried to get a concrete payoff date for our loan and each person gives us a different answer. Exactly which one do we believe?
We would like to have an answer to the payoff date as it affects our future planning.
We realize you are a huge corporation and could probably care less about your customers and your customer service department. However, it does not speak well of your company.
The latest question we tried to get answered is why our payment suddenly changed by $2.29, seems like a simple question but we talked to two representatives and neither one could give us an answer. We finally hung up the phone out of complete frustration because the last person we talked with was going to connect us to someone else. Every time we call we spend several hours on the phone and still get no answers.
As a side note we still would like to have a payoff date for the loan.
James and Priscilla Bean
