Consumer complaint received 2017-06-20
Company: CITIBANK, N.A.
State: FL
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
My husband and I are in the process of bankruptcy PRO SE, so there is no attorney involved. However, we wanted to keep ( reaffirm ) our mortgage with Citimortgage ( CM ). On XXXX XXXX, I called CM and spoke with XXXX. She informed me to email their reaffirmation dept. & explain that we wanted to reaffirm the mortgage. I also wanted to make a mortgage payment, which she took the information for. Approximately a week later I wondered that CM had not withdrawn the mortgage payment from our bank account. The Reaffirmation Hearing was set by the judge for XXXX XXXX for all reaffirmations. We did not hear anything from CM. In the meantime I had already signed the reaffirmation papers in 2 days on 2 other debts, our vehicle & another loan. It was very easy. On XXXX XXXX, I called CM again to inquire about the status of the reaffirmation. XXXX told me the reaffirmation process was halted due to that we had not made a payment. I told her yes, we had, through XXXX. Upon further investigation, XXXX discovered the payment had not been processed by CM. She told me I could make a new payment, which would bring our account current, & that I needed to re-email the reaffirmation dept. to let them know again that we wanted to reaffirm. XXXX said if I did n't hear from CM within 3 days to call again. On XXXX XXXX, I called CM & spoke with XXXX, letting her know we had not received any reaffirmation papers to sign. She told me that the paperwork was in processing, but the person in charge of it was out of the office for the entire week. I asked to speak to a supervisor/manager. The supervisor said they had contacted the supervisor of the person who had been working on the case & the paperwork would be expedited. I should receive it Monday, the XXXX. On XXXX XXXX, I called CM again & spoke with XXXX. She told me the paperwork was in processing & I should receive it soon. On XXXX XXXX, I spoke with XXXX, as well as a " specialist, '' XXXX. They told me the paperwork was back from my attorney & was completed. I told them I had no attorney, & had not received any paperwork, let alone sign anything yet. XXXX pulled up the paperwork & said he was puzzled because the paperwork, in fact, was not signed. He said he would email the dept. to immediately email me the paperwork for our signatures. He said if I had not received by the following day to call again. XXXX also told me the bankruptcy dept. was having a lot of problems. On XXXX XXXX, I called CM to explain I had STILL not received or heard anything. XXXX told me I should receive the paperwork Monday, XXXX XXXX. I explained I was very worried, because after promise after promise had been broken by CM, I was not confident in receiving the paperwork on Monday, and the hearing was Thursday, for which the judge needed the paperwork ahead of time. After being placed on hold a couple of times, XXXX returned to let me know I needed to call CM 's attorney for the case, & she gave me the number for them. I called the attorney. I was given to a voicemail to leave a message, which I did, but I was getting worried that time is running out & I needed to talk to a person, not leave a voicemail. I called CM back & spoke with XXXX. She said they could do nothing more for me other than pass me off to the attorney & suggested I try calling the attorney again. I called the attorney again. The receptionist said the only thing I could do was to leave a voicemail because they were representatives for CM, not for me. The person I left a voicemail for would return my call, but only to tell me that they could not talk to me as they represented CM, not me. I called CM a third time & spoke with XXXX. I explained that CM is telling me to call the attorney & the attorney is saying they will only speak with CM. So could someone from CM PLEASE call the attorney to get the paperwork to me asap? I told her I can not get the mortgage reaffirmed after a whole month of trying, & all I get from CM is to call the attorney, & the attorney is saying for me to talk to CM. XXXX rather rudely told me there was nothing more they could do. We do n't even know where to go from here...

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