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Identifying and Reporting Fraudulent or Suspicious Activity

Citadel Servicing Corporation (“CSC”) is committed to keeping you informed about ways you can easily confirm that you’re receiving a real CSC call and that you’re receiving authentic emails from CSC.

How do I recognize fraudulent phone calls that seem to be from Citadel Servicing Corporation?

Phone fraud, typically known as VISHING (phishing that happens through a phone call), can be just as deceptive and damaging as email fraud. A criminal calls and poses as a legitimate bank or trusted financial servicer and tries to trick you into providing your financial or personal information. Often the caller notifies you of a non-existent alert or some sort of urgent matter as a way to trick you.

Unfortunately, caller ID is not always a reliable way to confirm the identity of the caller: Caller ID can be spoofed or manipulated to make a call from one number appear to be from another number. Never share any personal or financial information with anyone unless you are absolutely certain who you’re speaking with.

If you receive a suspicious call or email from someone claiming to be Citadel Servicing Corporation and you provided personal or financial information and you have any doubt about the legitimacy of the call, hang up immediately and contact CSC Customer Service team toll free at 1-888-800-7661 and provide us with any phone numbers, pertinent information and/or relevant details, such as whether the suspicious caller attempted to impersonate Citadel Servicing Corporation and whether any personal or financial information was provided to the suspicious caller.

How do I recognize fraudulent email that seem to be from Citadel Servicing Corporation?

CSC will never ask you to provide your Social Security number or any other sensitive information in response to an email. If you receive a suspicious call or email from someone claiming to be Citadel Servicing Corporation, do not respond and do not click links or open/download attachments. Instead, contact CSC Customer Service toll free at 1-888-800-7661 and delete it.

If you did provide personal or financial information, contact CSC immediately toll free at 1-888-800-7661. Be sure to include any relevant details, such as whether the suspicious caller attempted to impersonate Citadel Servicing Corporation and whether any personal information was provided to the suspicious caller.

Email fraud, often called phishing, typically involves the use of deceptive emails that ask you to provide sensitive personal, financial or account information. The emails may strongly indicate they come from an organization you do business with, but often contain spelling or grammatical errors and a sense of urgency about returning your information quickly to avoid a penalty or win a prize.

A fraudulent email may ask you to supply information in a return email, in a separate form attached to the email or by visiting a fraudulent website using a link contained in the email message. The people attempting to get this information may use it to access your account(s) or to open new accounts in your name using your information.

Example of fraudulent email

To help protect your info, please be on the alert for emails that look suspicious. Here are some signs that an email may be fraudulent:

  • Unusual content, including poor spelling and grammar or words spelled in UK-style English
  • ...our fraud programme detected unusual activity on your Citadel Servicing Corporation account.

  • Urgent call to action
  • If you do not respond to the link above immediately...

Identifying possible Mail Fraud?

Mail Fraud is a scheme to get money or something of value from you by offering a products or services that does not live up to its claims. Look out for mail, including letters or postcards with incorrect mortgage or account number, unusual content, including poor spelling and grammar or words spelled in UK-style English. Any communication from us will have our company logo and full company name on the envelope and/or attached letter or document along with our contact information.

What Should I Do if I am the Victim of Mail Fraud?

The U.S. Postal Inspection Service has a fraud complaint webpage on its website. You may fill out and submit the Mail Fraud Complaint Form online. You may also call the U.S. Postal Inspection Service hotline at 1-800-372-8347 to file a complaint about suspected mail fraud. See related information on Mail Theft, Credit Card Fraud, and Identity Theft.

Mortgage Postcard Scam: What are these postcards, and who is sending them?

Customers are reporting receiving postcards urging them to call a number about a time-sensitive matter on their mortgage. These postcards (which come in a variety of colors) are being sent to consumers all around the country. These postcards did not come from Citadel Servicing Corporation or any affiliate. There is a small disclaimer in the bottom right corner indicating the sender is "not affiliated with, sponsored by, and loan information not provided by Citadel Svcng Corp." Postcard further state that the information was provided by "H. W. C."

How did the postcard senders get my information?

At Citadel Servicing Corporation, we are committed to protecting our customer's personal information. We do not sell or otherwise distribute your personal information outside a business purpose. However, some information about mortgages, regardless of what lender the consumer works with, is public record. That is how someone will obtain your loan details and contact information.

How do I protect myself against these postcards?

Should one of these postcards end up in your mailbox - toss it, recycle it, forget it. We recommend that you do not call the number. Calling the number may connect you with a real person, or it may connect you to automated recording prompts. Regardless, do not offer them your personal information. Remember, we will not send you notifications like this. If you are ever uncertain, contact us right away.