Consumer complaint received 2017-08-02
Company: CITIBANK, N.A.
State: NY
Product: Mortgage
Sub-product: FHA mortgage
Issue: Struggling to pay mortgage

Complaint:
I filed for modification for our mortgage with Citimortgage in XXXX 2017. I kept getting the run around when I would call and speak to my homeowner specialist. Every time I went on their site to check for additional documents needed etc. it was and still is down for temporary maintenance. I have had 4 different homeowner specialists on this modification. I waited and waited and did not receive any documentation through the mail or online indicating what was happening. In XX/XX/XXXX I called my specialist at that time ( XXXX XXXX ) and was told our modification was still sitting on the desk of the underwriter. She did not know what was taking so long. We filed for a modification in the past and know the process. Usually after 90 days you have to resubmit bank statements etc. We received no notification stating to submit new items.On XX/XX/XXXX I received an email from XXXX XXXX stating our modification was still on the underwriters desk. So we wait longer with no updates. Then I call on XX/XX/XXXX because I receive a letter from Citi stating they were sending our mortgage for foreclosure to the foreclosure attorney. I speak to a gentleman who is talking through my homeowner specialist. ( I do n't understand why he did not speak to me directly. ) At this time I am told we were sent a letter demanding payment in XX/XX/XXXX which we never received. Then I am told on XX/XX/XXXX we were turned down for the modification. Why then did I get the email on XX/XX/XXXX stating our file was still on the underwriters desk? Again we were never informed. I asked if I could resubmit for another modification and was told yes. XXXX took my info including my phone number change ( this is the second time my number was not changed in their system ) and said he would submit it to my homeowner specialist and he would reach out to me. I received no phone calls or letters so I called again on XX/XX/XXXX and actually got my homeowner specialist. He asked the identifying questions and again I was told the phone number I gave them 2 times previously was not correct. he said he corrected it but I will see the next time I call. He also mentioned that was why he probably could not get hold of me. He put me on hold to finish what he was doing when I called. I attempted to ask questions when he finally came back and was told he could not talk at that time because he had another call scheduled. He did schedule a call for Friday but I believe Citi is deliberately trying to take our home. We have not gotten letters they said were sent, they are not changing my phone number ( given to them 3 time now. ) in order to call us, I am getting different stories from different people working there, I ca n't access their site for updates to our modification because it is always down for maintenance. We ca n't loose our home! We got behind on payments due to my husband being laid off, home repairs, and severe illness. Please help us!!!!

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