Product: Mortgage

This complaint centers on my request for hardship assistance for a Heloc which was originated in XXXX. CITI Mortgage and their third party broker whom they had a working relationship with, misrepresented the terms, true costs, risks and the appropriateness of the true terms of this loan. They claim that the terms and conditions were quote " discussed '' with the broker in order for them to fully explain the complicated hidden details of this interest only loan, which in today 's climate would be non conforming for obvious reasons. This was never done, and I now find myself with a payment that went from {$1000.00} to {$3100.00} per month which is unsustainable. 
This complaint centers on how this file has been handled since I reached out to CITI for hardship assistance in XXXX of XXXX, or over 6 months ago. 
Citi sent me a letter prior to this unexpected payment increase which advised me to seek help from them if I felt that these payments would cause a hardship. I submitted a loss mitigation application shortly after my initial phone call to them in XXXX of XXXX. 
I have been given the runaround from them from the beginning of this process while seeking options to avoid default and save my home. I have been continually submitting requested documents for over 20 weeks with no end in sight. CITI has kept me in the dark as to what documents are legally required for them to complete my request for assistance. A number of these document requests are not even applicable to my circumstances. Furthermore there have been requests for documents that I had already submitted, and this has caused this review to pass the 6 month mark which has caused me to go into debt as I have had to start paying bills by credit card. They have never explained in plain language the purpose of some of the document requests and how they pertain to my request for assistance. An example of this is their XXXX requests for a signed letter explaining where and when I spend my time in relation to my properties. When I filled out my initial hardship application I specifically stated that the subject property is my primary residence, however they continue to ask about my daily movements in relation to my properties. Requests such as this only continue to slow down the process when time is critical for me to avoid default. They just continue to burden us with excessive and duplicate paperwork requests. I also get confusing and conflicting information as In their latest request for documents sent on or about XXXX XXXX, On XXXX hand this letter stated that the documents were due by XXXX XXXX to avoid this file being closed. However I received an email from XXXX XXXX on XXXX XXXX which advised me that these same documents were due on XXXX XXXX. So on XXXX hand the letter allowed 30 days and yet XXXX email had a due date of only 5 days! CITI turned this file over to XXXX and he was assigned to be my single point of contact in case I had important questions or needed clarity on items such as this. There has been a complete lack of communication by the Citimortgage representatives from the start and I have been assigned multiple representatives during my application process. In their letters to me, it always states that XXXX XXXX is my single point of contact and that he can be contacted directly with any questions. Unfortunately this has not been the case with XXXX XXXX. He initially called me when he took over the account and he assured me that he would be available and remain in contact with me through this entire process. 
I have tried to call him directly on numerous occasions and have even left emails with him requesting that he call me. He has failed to do so which is very frustrating. I am trying to avoid default and they do not seem to care. I need finality XXXX way or the other soon. Thank you, I will keep the Department updated on this.