Citi Mortgage: Customer service is lacking. When error is made...
A Citi Mortgage customer review by GetHuman user ~rij from November 1st, 2017
Background on ~rij's case
GetHuman: ~rij - can you tell our other Citi Mortgage customers when your case took place?
~rij: Sure. It was afternoon, on October 23rd.
GetHuman: Did you reach out to Citi Mortgage, and if so, how?
GetHuman: And which of these common Citi Mortgage customer issues best describes the reason you wanted to talk to them?
(Shows ~rij a list of common Citi Mortgage problems)
~rij: "Overcharge/Strange charge" was why I was trying to call.
~rij's review of Citi Mortgage customer service
GetHuman: So how would you sum up your experience for GetHuman's Citi Mortgage customer community? We'll censor any IDs, numbers, or codes and any inappropriate words here out of respect to the millions of other customers using this resource.
~rij: Customer service is lacking. When error is made on posting pay off and it is identified a direct phone nubmer to the payoff dept. should be made avaialbe for customer as well as escrow officers to resolve the issue as quickly as possible. The phone tree currently in use is not user friendly and does not provide the any customer service. I have never chosen Citimortgage for services unfortunately because of my good credit Citimorgate has selected me. If I have a choice I will request my new lender not to sell my loan to Citimortgage. AS THEY HAVE MANY ISSUES WITH CUSTOMER SERVICE.
GetHuman: Let's quantify your experience contacting Citi Mortgage. On a scale of 1 to 5, how easy is it go get help on a Citi Mortgage problem?
~rij: I'd give them a three out of five for ease of finding your way to help.
GetHuman: What about quality of communication. How would you rate that on a 1 to 5 scale?
~rij: I'd give them a two out of five on communication.
GetHuman: And what about Citi Mortgage's ability to quickly and effectively address your problem?
~rij: For that I would say five out of five.
GetHuman: And finally- any advice for other Citi Mortgage customers?
~rij: Try to deal with them early in the day or later. Don't forget any personal or account information you might need for Citi Mortgage to know who you are.
GetHuman: Well there you have it. Some useful feedback and words from ~rij taken from his Citi Mortgage customer service problem that occurred on October 23rd, 2017.