Consumer complaint received 2018-02-12
Company: CITIBANK, N.A.
State: NY
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Struggling to pay mortgage

Complaint:
I want to express my frustration working with Citi Mortgage as so its called, in working on a Loan Modification on my subject property located in XXXX, New York. I'm very certain that Citi Mortgage are receiving many lawsuits due to mismanagement of files, and also misdirecting clients and forcing some clients to loose their house to foreclosure due to not understanding the the situation of the client. My complaint has been going on with Citi Mortgage for a while. It started over 7 years ago with the simple request of a Loan Modification due to I was facing a Hardship and could no longer afford to pay the mortgage of my house. All the time through the process, they kept requesting the same documentation over and over again with no results. They claim most of the time that documents were not received or mishandled. All the time we tried contacting the bank for an update of our process, there was a different representative, not only did they not know what was going on with the case and file, but they could not even find any updates nor any documentation regarding my file. Most of the time they kept telling me that there were no current updates and that the account specialist will follow up with me regarding the file, which they never did.It is not my fault that i felt behind on my mortgage and have caused this large debt to be accrued. I have done everything in my part as they have requested, until this date no resolutions has been reached. I finally was able to execute a complete package, and have the correct income to qualify for not only my mortgage, but for the Loan Modification as well.I was able to rent part of my property and collect a rental income of {$1500.00} on a monthly basis. My brother is able to give me a contribution to assist me with the daily expenses we have in the property and for the family as he is also owner of the property.All I'm looking or is for HELP. Now, Citi Mortgage has placed a sales date on my property for XX/XX/2018. I dont understand why they would have placed a Sales date, when I have been complying with the Loan Modification and request of documentation to save my house. You have all required documentation with updated information for a review, and you do not want to open a template for a review of a loan modification for a possible solutions, all you want is to sell my house on a foreclosure auction unless we can reinstate. If I was able to reinstate the loan, I would not be asking you for help when I really need it. I believe you have executed : dual tracking '' on my case. If I was in the process of a Loan Modification, foreclosure should have been placed on hold until the review is completed. You are against the Law at the moment for not opening my case for a Loan Modification, and forcing me to foreclosure. I believe its just not fair that you can't give me the opportunity to have the file be review for a Loan Modification, to give me the opportunity that I can show you I can afford my house, and have a win win situation not only for myself as your client, but for the investor of this loan.

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