Maritza sent a message to Jane Fraser CEO, CitiMortgage – email address that said:
Request for Refund for Overdraft Fees
Dear CEO Fraser:
I have been in contact with CitiMortgage since mid-March 2016 due to the loss of my employment in 2/2016.
My husband and I have been loyal customers for many years and have NEVER been late nor missed a mortgage payment. We have 5 years left on our mortgage loan. We would like to remain with Citi but need to drastically reduce our interest rate and do not want to extend the length of the loan.
Since my first communication with Citi, I requested that the biweekly automatic draft of the above-captioned Equity-builder Mortgage account be stopped. Unfortunately, until 4/27/16 at 9:16a (eastern time), my request was not honored/processed. Consequently, my bank account has incurred overdraft fees in excess of $1,100 due to Citi‘s repeated submissions for payment despite returns of request due to non-sufficient funds. At this time, I request CitiMortgage refund/reimburse me the total amount of incurred overdraft fees to my bank account.
I have brought this request and subsequent concern to the attention of Home Support Specialist, Ricardo Dusten, as well as to personnel who answer the phone line, and to Shan, Diana, Valerie and Amber in Customer Service . ALL of the above individuals advised me that they could not assist me; some “were happy to take a message . . . and make sure it [got] to the person who [could] help [me].” One of them even laughed at me as I cried in desperation.
In desperation, I called the 877# again on 4/27 and had the good fortune to speak with Christina. Christina processed the request to stop the biweekly automatic draft Christina stated she did not know why my request had not been processed, especially since there is record that I have called, explained my current situation and have initiated the process for hardship program(s) with Citi. She advised me to contact your department and request that CitiMortgage refund/reimburse me the total amount of overdraft fees.
I have no way of replacing the overdrafted money and am currently incurring a sustained overdraft fee of $35/day. Citi’s failure to process my initial request -- and all the other requests I have made for over a month -- to stop the biweekly automatic draft has caused me and my family unnecessary undue hardship, having made a bad situation even worse.
I look forward to your written response to my request for complete refund/reimbursement within the next three (3) business days.
Respectfully,
Maritza
