Consumer complaint received 2019-01-23
Company: CITIBANK, N.A.
State: WA
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Struggling to pay mortgage

Complaint:
I entered into a loan modification for my mortgage with Citi Mortgage on XX/XX/XXXX. Since that date, I have made monthly payments in accordance with the modified loan agreement. In XX/XX/XXXX, I received a statement from Citi Mortgage stating that I could no longer make payments on the account, unless the remaining debt was paid in full. The letter stated that they would be proceeding with foreclosure if the remaining balance was not paid in full. I reached out to the company and was informed that the reason for this letter was because the paperwork for the official loan modification had never been submitted to complete the process. I was also told that due to the fact that I had made a few payments that were over the amount that was agreed to, if affected my account. The representative, XXXX XXXX, stated that she did see a foreclosure notice was filed but by reviewing my account, she saw that all payments had been made and the company had failed to submit loan modification paperwork to me in order to sign and finalize the agreement. She stated she would follow through with my account, get the correct paperwork submitted and informed me to make my payments the exact amount so that it no longer causes a computer glitch in the future. Unfortunately i never had a return or follow up phone call from her. In XXXX, XXXX, and XXXX I received similar letters stating that I again needed to pay the balance on my account in full. Each month I called and had to make my payments over the phone, and was told by an agent that I did need to continue making my monthly paperwork and would be receiving paperwork any day in regards to the loan modification. When I called XXXX XXXX, the agent stated that the loan motification paperwork was mailed out XX/XX/XXXX. So i waited for the paperwork to arrive. After waiting 2 weeks for the paperwork to arrive, I contacted the company again and was informed that a new agent, XXXX XXXX, was assigned to my case. This was the 4th agent ( since XXXX ) that was handling or had been transferred to my account. I was never able to speak to the same agent/representative twice. He stated that there was no record of my contacting the company or that any paperwork was drawn up in regards to my loan modification. Each time I spoke to someone regarding my account, I was reassured that they would review and investigate the account and I would receive a phone call from them within a week, yet I never received a return phone call from anyone within the company handling my account. Today, XX/XX/XXXX, I tried again to reach out to the company. I spoke to a representative that stated she was unable to provide any information about my account including payment amount for reinstatement or total loan payoff amount. My house is set to be auctioned off on XX/XX/XXXX even though I have made monthly payments per my loan modification agreement. The only information the agent gave me was a number to contact attorneys handling the case. When I contacted them, they referred my back to the original mortgage company, Citi Mortgage, even though Citi Mortgage referred my to them. I was under the assumption that I was entered into a motified loan agreement, made monthly payments to the company, have reached out to the company numerous times each month and have had no resolution in regards to my mortgage. I was also informed today that my account has been added multiple fees ( filing fees, attorney fees, etc ) even though I have made monthly payments and should not be in foreclosure.

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