Consumer complaint received 2018-07-30
Company: CITIBANK, N.A.
State: NY
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Struggling to pay mortgage

Complaint:
As a XXXX XXXX XXXX, in XXXX I personally, with hammer in hand, built this home for myself and my family to enjoy and create wonderful memories to pass down to future generations. As you can imagine, this home has great personal and emotional value to me and my family. I have a first mortgage on the property with XXXX XXXX XXXX. In XXXX when the hardship set in, I was a home builder who averaged 12 - 15 new home constructions for over 20 consecutive years, and an average income of approximately $ 150,000/year. In XXXX, our local housing economy followed the national housing economy and suffered a major recession after the XXXX bank/mortgage crash. New construction contracts were practically non-existent, as was my business. I started to fall behind in my mortgage payment in XXXX. At the same time, I was struggling with a very hostile divorce involving XXXX young children ( XXXX & XXXX yrs old ) and marital property. In XXXX, to make all of this worse, I was diagnosed with XXXX XXXX. Complications from the XXXX XXXX and nearly XXXX caused me to be out of work for a year after. During the hardships, I remained in constant contact with Citimortgage and was up front with my circumstances. Since XXXX, I have applied for and have worked with Citimortgage on 8 separate Loan Modification Applications. Three of the Loan Modification applications resulted in me being rejected ( with NO reason given ) for both the Federal HARP and HAMP programs. Five other Loan Modification applications resulted in payments that were unreasonable and unattainable because the monthly payment offers were higher than my original mortgage payment that I defaulted on, also, again no reason or justification for the higher payments. The Loan Modification process has been frustrating, as I have diligently cooperated in returning required documents upon Citimortgage 's request, and then go weeks ( sometime months ) without a response. Many times, when responses were received, the representative would not be the original person I had been working with, resulting in the loss of documents I previously sent, which would then have to be re-submitted, thus setting the process backwards for months. My records show I have been assigned at least 10 different Citimortgage employees referred to as " Single Point of Contact '' " Homeowner Support Specialist '' in the past 8 years. In the meantime, I have not been allowed to make mortgage payments, and the " total due '' and all modification figures, including late fees, foreclosure and attorney fees, continue to accumulate. For two of the separate Loan Modification Applications, the process took longer than the bank would allow, and they turned into foreclosures. My attorney was able to have both of these foreclosures overturned by a Judge each time because the bank attorney, XXXX XXXX XXXX, procured the foreclosures in an illegal and unethical procedure. Even with the Judge throwing out the foreclosures, Citimortgage continues to include these foreclosure and bank fees in my total arrears amount owed. This started the Loan Modification process all over again. The most recent foreclosure proceeding forced me, on my attorneys advice, to file personal Chapter XXXX Bankruptcy ( XXXX XXXX ), to allow me time to apply for my most current Mortgage Loan Modification Application ( 8th ), which resulted in another unaffordable mortgage payment without any explanation or itemization of how they arrived at the payment and total arrears dollars. This 8 year ordeal to save my home for my family has cost me hundreds of lost work hours from my business. PLEASE HELP ME SAVE MY HOME!!! 
Thank You

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