Consumer complaint received 2019-01-24
Company: CITIBANK, N.A.
State: FL
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Struggling to pay mortgage

Complaint:
In XX/XX/XXXX I contacted Citi Mortgage and explained that I had recently been affected by Hurricane Irma and was unable to pay my mortgage for that month. During the conversation I was offered a 6 month deferment plan. I agreed to the repayment plan in which I would pay the 6 months up front in XX/XX/XXXX. 

On XX/XX/XXXX I was laid off from my place of employment where I worked for over 4 years while I was on maternity leave. During this time I was unable to work and was not receiving any income besides the 4 weeks severance package that my employer offered. In XX/XX/XXXX I began receiving approximately {$400.00} every 2 weeks for unemployment which was maxed at {$3000.00}. 

XX/XX/XXXX, I received a phone call from XXXX XXXX of XXXX who contacted me and explained that my payments would be due soon and inquired would I be able to pay. I explained to her that I would not be able to pay the lump sum payment because of my unemployment issue. Mrs. XXXX explained to me that during the time of my deferment someone from Citi was supposed to periodically check on me to see if I would be able to make payments which no one did. Mrs. XXXX explained to me that I should have been eligible for an additional unemployment deferment and she would get the process started. 

During this time my counselor was XXXX XXXX. I heard from him maybe 4 times throughout the process. I began sending documents to XXXX as requested by XXXX and Citi. I did not hear anything back on the documents submitted nor did I hear any word back from Citi on documents submitted from XX/XX/XXXX. 

XX/XX/XXXX I received an email that my counselor had changed to XXXX XXXX. The documents that I had recently submitted to XXXX would now have to be submitted to XXXX. I sent XXXX to the documents and during various phone I explained to XXXX that I would be applying for an unemployment deferment. In XX/XX/XXXX I received a phone call from Citi. I can't recall the name of the agent, however she stated that she was filling in for XXXX XXXX and explained to me that my modification was approved and I would be given a 3 month repayment plan to see if I'm able to afford the repayment plan. I explained to her that I applied for an unemployment deferment and should not be paying the {$960.00} that they were asking for at that time. She stated the file may have been submitted incorrectly by XXXX XXXX and she would speak with her once she was back in the office and get it corrected. During this time I heard nothing back from Citi besides them asking me for more and more documents. I have been submitting the same documents over and over and over since XX/XX/XXXX to Citi and nothing has been resolved. Every time I spoke with Ms. XXXX XXXX she confirmed that documents were received and that she would submit documents to be reviewed by the underwriting team. I received emails and text messaged from Citi confirming that the documents were received and being reviewed. I thought nothing of the emails ans text messages, I waited for updates on the file only to have Citi ask me for the same documents that they previously asked for. 

In XX/XX/XXXX I was online checking the clerk of courts website and realized that Citi filed a lawsuit to foreclose on my property on XX/XX/XXXX. I was in complete shock because in my mind I submitted everything that was asked of me. This was confirmed by my counselor, emails from Citi and text messages from Citi that my file was being reviewed as of XX/XX/XXXX for maybe about the 5th time. In  addition I never received feedback on the modification that was offered in XX/XX/XXXX which was supposed to be an unemployment deferment. 

In XX/XX/XXXX, once again I resubmitted documents to XXXX XXXX, she explained that she would submit my file for review. I called the 2nd week of XX/XX/XXXX to follow up on the status because the City of XXXX XXXX has a Foreclosure prevention program which I am eligible for, however they can not move forward with their process because I'm in the middle of a modification with Citi. During my follow-up call, to my surprise I was told by the agent that my file has never been submitted for review, in fact my file was closed because I declined an initial repayment plan in XX/XX/XXXX. I was became very irate and demanded to speak to XXXX XXXX. During this I spoke to XXXX and we stayed on the phone for approximately 2 hours. I opened my email and re-forwarded every single document that I previously sent to her one by one. She confirmed that she had everything that I needed for her to submit my file again. 

On XX/XX/XXXX to my surprise I received an noticed from Citi requesting HOA documents which XXXX confirmed she had. I previously sent this document about 3 other times before. I called, I yelled and requested answers. I spoke a manager and she explained that there's way more documents that has been requested by the underwriting including XXXX form which I've sent to Citi 6 times to be exact via various channels such as fax, emailed directly to counselors, uploaded in my XXXX file and citi homeowners link. 

I am currently emotionally overwhelmed and I believe Citi is purposely trying to wear me down so that they can foreclose on my property. I am mentally drained and falling further into XXXX even feeling XXXX   at times because of this. Currently Citi is asking for more documents and mentally I'm having a hard time checking in to submit these documents. My counselor at XXXX and others who I have expressed my frustrations with stated that these are known practices of Citi to continuously request documents to prolong the process especially if you have equity in your home. Currently I have about XXXX in equity in my home but with Citi lawyer fees and miscellaneous fees, I'm sure by the end I'll have 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