Consumer complaint received 2018-02-13
Company: CITIBANK, N.A.
State: NJ
Product: Mortgage
Sub-product: FHA mortgage
Issue: Trouble during payment process

Complaint:
XX/XX/XXXX : Citi Mortgage loan matured. 
XX/XX/XXXX : Received Payoff Statement - Total to pay loan in full $ XXXX- good through XX/XX/XXXX. ( Statement included delinquency expenses from previous mortgage holder XXXX XXXX. " See XX/XX/XXXX inquiry response '' attached in supporting documents. This detailed history of transactions was sent to me from Citi Mortgage in answer to my inquiry about these delinquency charges of {$1500.00} covering the period of XX/XX/XXXX through XX/XX/XXXX. These transactions relate to an attempted foreclosure action initiated by XXXX XXXX and subsequently dismissed. I AM DISPUTING THE {$1500.00} AND ADDITIONAL INTEREST FEES INCLUDED TO DATE - {$1600.00}. I paid it although it is included in the payoff statement just to be free of the mortgage. 
XX/XX/XXXX : Called Citi Mortgage re : taxes, homeowner insurance due after payoff. Representative " XXXX '' informed me 3rd quarter taxes were paid, 4th quarter taxes should be paid by me by XX/XX/XXXX. Homeowners insurance expires XX/XX/XXXX. I  could either renew or get coverage through a different insurance company. I chose to secure a new policy. XXXX verified the payoff must be received by XX/XX/XXXX. 
XX/XX/XXXX : Electronic payment of {$3800.00} received by Citi Mortgage. 
XX/XX/XXXX : Called Citi Mortgage to verify payment was received. Representative " XXXX '' informed me payment was received but was mistakenly misapplied. XXXX assured me this would be corrected, congratulated me on the ownership of my home and informed me I would receive the paperwork to take to my county office by XX/XX/XXXX. 
As of the date of this complaint Citi Mortgage has not sent the paperwork XXXX told me I would receive relative to my mortgage payoff. However, I have been receiving statements and correspondence that indicate Citi Mortgage still considers my loan outstanding. Obviously, Citi Mortgage need to correct their mistake. The payment I sent for the XX/XX/XXXX payoff was misapplied per " XXXX ''. Listed below are statements and correspondence I have received to date. None of them reflect that my mortgage is paid in full : XX/XX/XXXX : Letter from Citi Mortgage requesting a " face to face '' interview regarding loan in default/avoid losing my home through acceleration of the mortgage or foreclosure. Upon receipt, I called and spoke to " XXXX '' -ID # XXXX referred me back to Citi Mortgage XXXX I spoke to " XXXX '' -ID # XXXX, who informed me that my 3rd quarter taxes had not been paid that " XXXX & XXXX '' was incorrect. After debating this issue, I asked for a supervisor. The account supervisor named " XXXX  '' -ID # XXXX was very nasty and not willing to accept what I was told by the other ( 2 ) representatives of the same company she's employed by. She said I should go to my tax office and request a refund to pay them, this made absolutely no sense. On XX/XX/XXXX, I went to the city tax office to pay the 4th quarter taxes as instructed only to be told that my mortgage company paid my taxes on XX/XX/XXXX. 

XX/XX/XXXX : Monthly Account Information Statement - AMOUNT DUE - {$3400.00} XX/XX/XXXX : Letter stating statement dated XX/XX/XXXX reflected incorrect total amount due. 
XX/XX/XXXX : Payoff Statement Amount {$4500.00} good through XX/XX/XXXX ( Payment of $ XXXX not reflected ). 
XX/XX/XXXX : Monthly Account Information Statement - Amount Due - {$4400.00} ( Statement shows payment of {$3800.00} as Unapplied Funds* ). 
XX/XX/XXXX : Escrow Account Statement - Beginning XX/XX/XXXX, mortgage payment increased to {$960.00}. 
XX/XX/XXXX : Letter re : past due mortgage payments. Amounts requested -n {$4500.00} which includes late charges and delinquency expenses. 
XX/XX/XXXX : Monthly Account Information Statement : Amount due - {$4400.00}. ( Statement shows payment of {$3800.00} as unapplied funds* ). 
XX/XX/XXXX : Monthly Account Information Statement : - Amount due - {$4600.00}. ( Statement shows payment of {$3800.00} as unapplied funds* reduced to {$3000.00} to pay principle, interest and escrow in the amount of {$810.00}. 
XX/XX/XXXX : Escrow Account Statement : Beginning XXXX XXXX mortgage payment increases to {$1000.00}. 
XX/XX/XXXX : Monthly Account Information Statement : Amount Due {$4600.00}. ( Statement shows the reduced amount of {$3000.00} as unapplied funds* ). 
XX/XX/XXXX : Payoff Statement - Payoff amount - {$4700.00} good through XX/XX/XXXX ( Payment of {$3800.00} not reflected ). 
XX/XX/XXXX : Mortgage Information Statement - Amount Due - {$4600.00} ( Statement shows reduced amount {$3000.00} as unapplied funds* ). 
XX/XX/XXXX : Mortgage Information Statement - Amount due - {$4600.00} ( Statement shows reduced amount of {$3000.00} as unapplied funds* ). 
XX/XX/XXXX : Prepayment Disclosure Statement - Total Payoff Amount - {$7200.00}.

*Unapplied funds are considered partial payments made prior to LOAN MATURITY and will not be returned or applied to your payoff. These funds will continue to be  held in an unapplied funds account until we receive payment in full of your payoff amount. Following payment in full you will receive a refund check for all partial payment amounts. 

Prior to Citi Mortgage, the mortgage holder was XXXX XXXX. I was experiencing financial difficulties and on XX/XX/XXXX, I received a letter requesting {$2300.00} be paid to avoid foreclosure. I sent the payment XXXX XXXX XXXX XXXX  on XX/XX/XXXX. On XX/XX/XXXX, I received foreclosure papers that were filed with the Superior Court on XX/XX/XXXX. I was forced to obtain an attorney which cost me {$550.00}. On XX/XX/XXXX, I received a copy of a letter sent to my attorney from XXXX, XXXX XXXX XXXX ( attorneys for XXXX XXXX ) dismissing the foreclosure action because their clients had accepted payment of {$2300.00} prior to filing foreclosure action through the Superior Court. The Consent Order and Voluntary Dismissal ordered that " the matter is hereby voluntarily dismissed as to ALL CLAIMS OF ALL PARTIES. Yet, their attorney 's fees and miscellaneous charges were charged back to me.

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