Consumer complaint received 2019-04-08
Company: CITIBANK, N.A.
State: TX
Product: Mortgage
Sub-product: VA mortgage
Issue: Struggling to pay mortgage

Complaint:
My wife and I applied for a mortgage modification approximately one year ago through Citimortgage. With our loan being a VA loan we were afforded a face to face meeting on XX/XX/XXXX and uploaded the documents to the given email. At this time our mortgage had fallen behind three payments due to fixed income and we were seeking a deferment of the payment to the end of the loan. At this point the process started and never really went anywhere. Here is a list of the dates and documents that were requested and sent. 

XX/XX/XXXX -- Uniform Borrower Form, First Quarter Earning Statement-XXXX, Explanation of Hardship, VA Award Letter, XXXX  XXXX XXXX   XXXX pay statement, Utility Bills, HOA statement, XXXX Award Letters, XXXX, XXXX Tax returns, XXXX Missing Tax return explanation, Bank Statements 90 days ( All Accounts ). 

XXXX ( Approximately ) - No communication concerning modification status other than document request. 

XXXX- HOA receipt of payment was sent per request XXXX -- No communication concerning modification status other than document request. 

XXXX- Second Quarter Earnings Statement-XXXX, Bank statements 90 days ( All Accounts ) XXXX -- No communication concerning modification status other than document request. 

XXXX- Letter of explanation concerning property claim. Explanation of XXXX   award letter for children. 

XXXX -- No communication concerning modification status other than document request. 

XX/XX/XXXX -- XXXX XXXX XXXX Compensation pay statement XXXX -- No communication concerning modification status other than document request. 

XX/XX/XXXX -- Document signed on XX/XX/XXXX concerning XXXX   profit and loss statement, Bank Statements 90 days ( All Accounts ) XX/XX/XXXX -- After several days of phone calls, children 's birth certificates were sent per Citimortgage request. Letter of explanation concerning eldest step-child birth certificate. 

XXXX -- No communication concerning modification status other than document request. 

XX/XX/XXXX -- Letter of explanation for eldest step-child birth certificate sent again per request. 

XXXX -- No communication concerning modification status other than document request. 

XX/XX/XXXX -- Bank statements 90 days ( All Accounts ), Profit and Loss statement -- XXXX, XXXX, XXXX XXXX Award Letters, XXXX XXXX change letter for step-child aging out. 

XXXX -- No communication concerning modification status other than document request. This request was facilitated by standard email practices, USPS, and XXXX unlike previous request which was just email. This request was for XXXX HOA statement, XXXX Uniform Borrower Form, XXXX Wife/Co borrower birth certificate for XXXX  continuance based on her age per email. Wife receives XXXX  due to children drawing XXXX off father 's XXXX. 

XX/XX/XXXX -- Received mail correspondence concerning current servicer Citimortgage has changed to a new servicer named XXXX XXXX XXXX & XXXX XXXX ( XXXX ). Old account and new account numbers were listed per company standards. 

XXXX- Received letter from XXXX  concerning debt with Citimortgage, sounding like collection letter. Listed verbiage about the Fair Debt Collections Practices Act, Informational Only purpose clause due to active bankruptcy, Debt Validation Notice, Amount of Debt, Name of Creditor : CITIMORTGAGE, Dispute of debt, Concerning XX/XX/XXXX to present all mortgage payments have been made on time. We did file a Chapter XXXX, in XXXX in which we did not reaffirm the debt. However, we do want to keep the property, still live in the property, and want to bring everything up to date. We have been advised by a XXXX representative that they can not fully take over the account until the modification is completed. They can receive payments, but can not do a modification on the account.

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