Consumer complaint received 2017-12-01
Company: CITIBANK, N.A.
State: TX
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Struggling to pay mortgage

Complaint:
Dear Sir/Madam : I was a very loyal customer of Citimortgage since XXXX and always paid my mortgage on time and never defaulted, never filed bankruptcy and has only one original mortgage with the CtitiMortgage since XXXX. In XXXX I was diagnosed by my XXXX that I have XXXX XXXX XXXX and the doctor explained to me that with the time your XXXX XXXX XXXX XXXX XXXX and you will be dependent on other people for help. In XXXX XXXX my XXXX XXXX XXXX was affecting my work and my ability to do my job by myself. In XXXX XXXX I was stopped by the police officer because I was not driving safe. Since that date I did not drive my car and dependent on my wife and son. 

I am a XXXX and have a XXXX XXXX XXXX in XXXX, Texas since XXXX with an annual gross revenue of {$200000.00} and my take home income was on average {$85000.00}. In the beginning of XXXX I lost most of my clients due to my illness and that time I realized that I will not be able to keep up with my monthly mortgage payments of {$1500.00}. I was XXXX at that point and The Texas Department of Aging and Disability provided me home care services for 6 hours every day for 7 days a week for my personal help and support at my home. 

In XXXX XXXX I called the Citimortgage Homeowner Support Specialist for advice and he highly recommended that I should apply for modification of loan and get FHA loan to lower your monthly payments. 

First Homeowner Support Specialist XXXX XXXX XXXX I applied for loan modification in XXXX XXXX and XXXX XXXX asked me to provide complete information of my business and personal bank accounts. I provided almost 400 to 500 pages of information which she asked over three to four months period. Some of documents I provided to her three to four times. This happened during XXXX to XXXX XXXX XXXX. 

Second Homeowner Support Specialist XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX took over this position sometime in XXXX XXXX and started asking me the information that I have already provided to XXXX XXXX. Some of documents such as bank statements of my business and personal accounts which were almost 100 pages plus all other documents. I also provided to him 400 to 500 pages of information. 

Third Homeowner Support Specialist XXXX XXXX XXXX XXXX took over the position on XXXX XXXX, XXXX. I am attaching a letter from my wife 's XXXX letter head with the information you requested that is her annual salary, how often she get paid and how much she has been paid up to date. This information will enable you to make a final decision of my loan modification. I am also attaching the similar letter requested by XXXX XXXX XXXX XXXX XXXX. I am attaching a photograph of all my documents and information that is more than one 1,000 pages that I provided to three Citimortgage Homeowners Specialist. 

So far I have provided to CitiMortgage over 1,000 pages of information and spent many hours of my time for preparation. I was wondering how and where the CitiMorgage staff charge their time for doing this kind of work. It is almost nine months before when I applied for my loan modification and I am still waiting for their response. The CitiMortgage continue to charge me {$1500.00} every month since XXXX to XXXX XXXX and totally disregarded my health and financial position for i am trying to explain to CitiMortgage staff over the nine months. Although I did not have the ability to pay but I kept myself up-to-date until XXXX XXXX. I borrowed money from friends and daughter, and kept my payments up-to-date. This is the first month I was not in position to make my mortgage payment. I send several emails to XXXX XXXX XXXX XXXX XXXX my previous Homeowner Specialist and explained to him financial that I will not be able to make my mortgage payments but I did not receive any response from him. Now I have high expectation from your department to help me and finalize my case once for all. My application is straight forward and I have submitted hundreds of pages and documents to support and justify all my financial information. I believe I am in good hands and I will hear a good news from you very soon. My whole family is severely affected because of my illness and due to the burden of monthly mortgage payments that has put us in a extreme financial difficulty and hardship. 

Please help us we need your support. 

Thanks and best regards : XXXX XXXX

Company public response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
Company response to consumer: Closed with explanation