Consumer complaint received 2017-03-24
Company: CITIBANK, N.A.
State: OR
Product: Mortgage
Sub-product: Other mortgage
Issue: Loan modification,collection,foreclosure

Complaint:
This is a complaint update ... ..this is my former complaint information : Case number : XXXX. I am still am trying to reach a modification agreement with CitiBank. I have made a payment when XXXX, when she as my " person '' told me to. I have asked repeatedly when I need to do this again, and if we are at any kind or resolution. I 'm sorry that when my husband passed, I checked in and out of life for nearly 3 years. I am thankfully better now and I am trying diligently to do the right thing and save the only thing I have left ... ... ... XXXX my home. I lost XXXX XXXX evidently XXXX and was reassigned to XXXX. I unfortunately have a " stalker '', so I do n't answer calls from unknown numbers, if you 've never had some stranger stalking you, you can not imagine the terror that goes along with simple phone calls. He arranged a phone appointment once, I am self employed as a XXXX, I unfortunately was with a client and missed his call. I have been unable to ever make verbal contact with him again. Citibank 's customer service is not customer friendly. After explaining my story to whomever answers the phone, I am told EVERY TIME that I HAVE to speak to the person I asked to speak to in the beginning. And then I stopped hearing from XXXX. He refused to be in contact with my local advocate, XXXX XXXX with XXXX XXXX XXXX, even tho I signed a form giving him permission. He has multiple emails from me giving my permission as she is most often easier to reach during the hours he works. He complained that I did not list her job title after her name on the form ( I was n't instructed to do so ... ... .but does this make her less of a contact/advocate for me because she does n't have a job title written in? ) so I asked if I needed to resubmit the form ... ... ... .he never responded ... ... ... .In fact I 've spent all of XXXX trying to reach him, phone ... .email ... ..no response back and neither has he or any other representative phoned my advocate. I 've begged for an address to send a payment because I can not pay online any longer ( thank you Citi for removing that convenience ), and I do n't just want to send a check to some address and never have it make it to where it needs to be. XXXX took my last payment over the phone ... ... I would do this with XXXX as well, if He would respond to me. So now I get a letter in the mail from Citi DEMANDING payment in full. I do n't know what is happening, I do n't know what to do. All I wanted was a chance to catch up my payments, and reduce the interest rate from it 's current 8 % to something I can actually pay off in my lifetime. While I was aware years ago my husband took this ref, i I first of all, never even thought at XXXX he would be diagnosed with a MOST aggressive XXXX XXXX and be gone at age XXXX, ( so yes, i signed with him ), but he used that money to pay off some of his personal bills and credit cards I did not use a penny, he always made that payment. i both legally and responsibly assume the debt since his death, but as I mentioned, XXXX, yet I 'm still here, breathing and living ... ... and trying to make sense of my life now. oI can not apologize more for the mess I get into here, but I 'm not trying to avoid paying. I WANT TO PAY HIS BILL AND I WANT TO KEEP THE ONLY THING I HAVE LEFT ... ... .MY HOME AND MY DOG. He was our world and I 'm trying to fix the fact that I got weak and lost sight of reality for awhile. Please help me figure out what to do. My first mortgage with XXXX XXXX modified with me and I am on track and current and have been for many months now. Please help me with Citi ... ... ... Thank you, 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