I paid $99,999 in Principal and am trying to fax the letter to the department in Dallas, for a new amortization schedule and reduced monthly payment (not accelerated payoff). The fax machine just doesn't work and I cannot reach anyone there. 973-725-****. Customer service cannot get them to solve this as well, and becomes a "case" that is submitted or escalated to higher level. This is the 21st Century for God's sake. Cannot email and cannot even fax. I sent a printed letter via USPS and I have no idea if anyone received it. They just don't care. Citi is getting rid of its mortgage department.