Consumer complaint received 2016-04-15
Company: CITIBANK, N.A.
State: ND
Product: Mortgage
Sub-product: FHA mortgage
Issue: Loan modification,collection,foreclosure

Complaint:
We have been denied a modification with Citi Mortgage. The denial is not my complaint. This information is new and in addition to my previous complaint that was filed. My complaint is what we have expressed previously, along with new errors on their part that has put us in danger of losing our home. When we received the modification denial letter from Citi, it stated in one area that the information that they used in the decision making process was " letter of agreement between responsible parties - letter between XXXX individuals stating the amount of child support ''. We have never received or paid out child support. We have been married for 39 years. Where are they getting their information from. I want them to provide that letter. Another item in the letter is our " monthly gross income of all borrowers on your loan before payroll deductions or taxes '', they have listed {$8300.00}, which amounts to {$100000.00}. We have never made that amount. It is about {$20000.00} more than what we actually receive. I ask that they prove where these figures came from. We put trust in Citi that they have responsible, educated individuals going through this process for their customers. Obviously they do not. What a shame, they are messing with individual livelihood. 
XXXX XXXX gave false information to our third party representative XXXX XXXX. He told we had XXXX choices, either a short sale or we could do a re-payment plan. If we chose the repayment plan we would have to pay {$11000.00} down. XXXX ( our XXXX party representative ) had a phone appointment with XXXX XXXX on Thursday, XXXX XXXX XXXX at XXXX XXXX PST. He did not hold up to this meeting and never did make contact with XXXX for another meeting. XXXX contacted Citi to arrange another meeting, only to find out that our file was no longer with XXXX XXXX no longer had our case & was transferred to a different representative. Surprise, surprise another representative. I should not be surprised. This just delays us with finalizing this process. Add 's days to the finalization, adding additional interest at our cost. This is so wrong how they have dragged this process out. We are paying for their unprofessional operation. 
We always provided all requested documents in a timely manner through this entire lengthy process. Over and over because they kept changing our processors. It should be required that all documents are available for the next processor, without making the customer start over. 
Something needs to be done with the way Citi has handled our account. False information, not stopping a foreclosure date when requested because our file was not complete, when it was complete, unnecessary delays, not holding up to scheduled meeting. Telling us on XXXX/XXXX/XXXX they anticipate resolving our case within 15 days. Here it is XXXX/XXXX/XXXX and finally being resolved. This shows they do n't care or know what they are doing, 10 months later we are finally at the end of resolving this. 
We are behind on our payments because in order to " pre-qualify '' for a modification we had to show a need. Being current is not showing a need. So were instructed to make the next 4 payments at half of what we would normally pay, Not knowing what I know now, that put us into a foreclosure status, which then did not allow us to make payments. Just because someone is current on their loan does not mean there is not a need for help. 
Citi needs to provide a copy of the letter in regards to child support and the documentation showing that our {$8300.00} as they have stated on the letter dated XXXX/XXXX/XXXX. This is false inaccurate information. XXXX XXXX provided false information. XXXX XXXX provided false information. If a consumer presents false information to a bank, they are held accountable. Should this not go both ways?

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