Product: Mortgage

Our loan has now been transferred to another company and now Citibank can not look up our loan number with our complaint ticket ( see below ) I am getting the run around and no one seems to know how to access the complaint ticket. I need help finding the dept or person processings my request. 

On XX/XX/2018, at XXXX XXXX, Customer Service XXXX wrote : Dear XXXX XXXX , Thank you for contacting your loan servicing team! 

We have received your inquiry and are assigning it to the appropriate department where your request will be thoroughly reviewed and handled. Please utilize the ticket number provided which begins with the letters XXXX for any further communication relating to your recently submitted email request. 

Please note : duplicate inquiries may prolong your time for resolution. 

Your reference/ticket number is XXXX. 

XXXX Your Inquiry ====== To Whom If May Concern, We currently have a mortgage with CIT ( loan number XXXX ). We are in the process of refinancing our mortgage and we were sent the payoff figures. Upon inquiring about the below Total fees and charges we were told that {$60.00} was for processing the loan and the rest was a recoverable corporate advance fees totaling {$3600.00}. 

We have questions and objections regarding these fees. 

1 ) To our knowledge we have never been apprised of these fees. Apparently, they are associated with a bankruptcy from XX/XX/XXXX. Will you please provide us with the documentation that notified us of these charges and for what purpose. 
2 ) Will you also provide us with a breakdown of these fees and what specifically they were for.

3 ) Will you please provide us with the regulation and statue that authorizes the permission for charging us recoverable corporate advances fees and fees for costs associated with a bankruptcy 4 ) And, lastly will you please send guidance as to how to contest these fees.

Here are the circumstances : XXXX XXXX  gave us a construction loan that would roll over to a permanent loan. Midpoint in our loan we inherited another property and asked the loan manager if we could apply for a larger loan ( so we could add an apartment ). The loan manager assured us we could do this. When it came time to redo the construction loan we XXXX XXXX told us we could have an extension. We applied for the extension and they hired a local appraisal. Our property was appraised within the mortgage budget. A few days later XXXX internal appraiser denied our local appraisal and reduced our property by over {$100000.00}, and refused to give us the money to finish. Unbeknownst to us at the time XXXX was collapsing and shortly afterwards filed for bankruptcy. I went to HUD and they processed our income and situation and determined we were eligible for The Making Affordable home mortification. We applied to XXXX for The Making Home Affordable modification. They denied us saying we didnt qualify. But, we knew we did. 

I went to our congressional representatives and asked for their help ( among others ) and they put me in contact with a person in XXXX who could make financial decisions. He denied us too. XXXX proceeded with foreclosure. We filed bankruptcy to protect our property. Two days later I was on the phone with the person who could make decisions and literally demanded to know how he was determining our ineligibility. As he went through the process he suddenly said, Oh, wait a minute Ive been using your total loan amount which includes taxes and insurance - which I didnt realize- and then adding in taxes and insurances again, which was a mistake. And, the loan amount was to high for your debt ratio. He admitted he made a mistake. Suddenly he said, Oh wait, someone just came in my office and told me we mailed you the modification yesterday. This was a compete fabrication. 

We did get a modification and we have been on time with our mortgage ever since. However, we could not cancel the bankruptcy. We paid all our debts and never took advantage of the bankruptcy. We paid for it dearly because it was on our credit report for seven years and we could not refinance the XXXX loan. Now, we find out that XXXX has charged us with their costs to deal with our bankruptcy even though it was their repeated mistake that forced us to claim bankruptcy. They caused the situation on several fronts. I have over simplified the above circumstances, but I have several boxes full of documentation regarding the above matter and can provide the backup documentation, if needed. 

It is our request, due to the extenuating circumstances, that the {$3600.00} be forgiven. 

Thank you, XXXX XXXX and XXXX XXXX XXXX