George Thielhorn sent a message to Jane Fraser CEO, CitiMortgage - email address that said:
Yesterday I received a mortgage account information statement advising that I had been reported to a credit bureau for a late or missing mortgage payment and that I will be charged a late fee on my next payment. My payments are made automatically from my bank account. I checked that account and found that every payment has been made on time and in the amount due. I have tried numerous times for 19 hours to reach your customer service and have been unsuccessful, getting a recorded message: due to technical difficulties . I expect a reply stating that your company made an error and that the credit bureau will be so notified of that error. Also, that the late charge will be deleted from my next due mortgage payment.