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Citi Mortgage releases personal information to strangers

Friday, March 27, 2009

Oklahoma City - Ms. Fourkiller thought this was the perfect time to refinance her home from a twenty year loan to ten with interest rates dropping, yet this is when the nightmare began.

After being approved and an eagerly collected loan application from Citi, she was informed a "Welcome Package" would be sent by UPS.

Within a couple days the package arrived correctly addressed to Ms Fourkiller, yet what was inside was someone else personal information, tax records, bank account numbers, employment records, phone numbers, everything you would need to steal ones identity.

Ms. Fourkiller promptly contacted Citi about this incident to only get hung up on twice, because they could not understand her frustration. She finally got into contact with Adam Smith, who originally processed the application. She was clearly told by Mr. Smith, “Ms Fourkiller that is impossible that this could happen.”

After several minutes of convincing him such did happen, he informed her that a supervisor would get in touch with her. “He never did say what to do with the information I received,” said Ms Fourkiller.

Ms. Fourkiller took it upon herself to contact the individual who's information she had to let them know their information is in her hands and safe.

She called the couple's home, and find out they were on vacation, but fortunately a relative was watching the home and forwarded the information on. Within moments a call was received from the homeowner. Ms Fourkiller assured all was safe and that she would mail the “Welcome Package” to them. She also asked if they would mind having the relative check to see if they had received her information. Well they did receive a package, but it belonged to someone in New York.

After patiently waiting several days, she received a phone call from Jason Wooley, a supervisor from Citi. He was very apologetic, about the situation. Ms Fourkiller informed him that she was not going through with the mortgage till Citi guaranteed they would protect her credit and name if an incident arose. Mr. Wooley said he would have another department contact her on how they will handle credit protection.

Two more days and no contact... “I was and still am very emotionally upset, to the point it is effecting my everyday routines. I'm just 29 and have over an 825 credit rating. That is something I am proud of, especially being a blue collar worker.” said Ms. Fourkiller.

Ms Fourkiller contacted Mr. Smith again, since Mr. Wooley didn't give her his direct line. Mr. Wooley called and informed Ms. Fourkiller that if she purchased Identity Theft protection that Citi would reimburse her, and so she enrolled in LifeLock.

“I didn't want anything from them but a promise they would protect me. I really didn't think I was asking that much. No one is going to guarantee what may have already happened.” said Ms Fourkiller.

“What really started to bother me was the way they sent the information in the first place. They sent it requiring no signature, with notation for UPS to just leave on doorstep. This is ones life, the total lack of trying to protect their customers is a total disgrace in their service.”

The next day Ms. Fourkiller received an automated call from Citi stating that they have received her faxed application. She had faxed nothing to them. She asked her partner of the last ten years to please contact Mr. Wooley about this. Mr Wooley's voice mail say do not leave a message if you have e-mail abilities, and gives an e-mail address. Ms. Kennedy, her partner sends an e-mail stating nothing more then what happened and please contact Ms. Fourkiller.

Mr. Wooley contacted her several hours later and stated that he could not give information to Ms. Kennedy. “For crying out loud she did not ask for any, it just stated to contact me” said Ms Foukiller. The conversation ended with Mr. Wooley trying to give her a number to customer service, she hung up on him. “They have no customer service.” she said.

Today she received another automated call from Citi, stating they have received her loan application.

I asked her why she had a mortgage with them in the first place, and was informed that her original mortgage was with another company that Citi bought out.

“I will take my 500.00 dollar loss on the loan application, but would not even consider a mortgage with them at this time, they should send it back, and I will make them liable for anything that comes from this issue. We are presently looking for a good attorney to handle this.

Source: Scientific Frontline