Consumer complaint received 2019-04-10
Company: CITIBANK, N.A.
State: CA
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
1 ) Mortgage account # XXXX was originated in XXXX./XXXX., XXXX, as a 15 year mortgage with CitiMortgage, always serviced by CitiMortgage since the inception. 
2 ) In late XXXX there were about 4 payments left to pay it in full. In a letter dated XX/XX/XXXX, CitiMortgage informed me that we were very near payoff, with 4 or fewer payments remaining. 
3 ) In a letter dated XX/XX/XXXX, CitiBank informed me that, effective XX/XX/XXXX, servicing of my CitiMortgage account # XXXX had been purchased by CitiMortgage, with the exact same address as when it was initiated by CitiMortgage in XXXX, a very confusing letter to say the least. 
4 ) In a letter dated XX/XX/XXXX, CitiMortgage informed me that servicing of CitiMortgage account # XXXX was to be done by XXXX, effective XX/XX/XXXX, under the new account # XXXX, inviting me to the web site to enroll my new XXXX account for on-line access and payments. Another very confusing letter. 
5 ) On XX/XX/XXXX, I tried repeatedly to call CitiMortgage and XXXX to better understand all the changes as my CitiMortgage account # XXXX was very close to being paid in full. After numerous attempts and long waits on the phone, I was unable to get through to either organization, receiving recorded messages that they were extremely busy with long hold times. 
6 ) On XX/XX/XXXX, I accessed CitiMortgage account # XXXX on-line, accessing and reviewing the Account History provided by CitiMortgage for account # XXXX, which noted that the account was paid in full with a " {$0.00} '' balance, the last payment of {$1600.00} was made on XX/XX/XXXX to cover a principal balance of {$1400.00}. 
7 ) As noted in the Account History provided by CitiMortage, the {$1600.00} payment made on XX/XX/XXXX was for an amount greater than the Principal Balance of {$1400.00}. 
8 ) Though the {$1600.00} payment made on XX/XX/XXXX was for {$160.00} more than the Principal Balance, that over-payment was not reflected in the Account History provided by CitiMortgage. 
9 ) One can not help but wonder what happened to that over-payment as noted in item # 8 above?? 
10 ) After numerous attempts on XX/XX/XXXX, I was finally able to reach a representative from XXXX and CitiMortgage : 10-A ) XXXX, with XXXX ( emp ID # XXXX ), was unable to see anything on my new XXXX account # XXXX, suggesting that I call back on Monday, or he would research the situation and get back to me. 
10-B ) XXXX, with CitiMortgage ( Emp. ID # XXXX ) was able to access the CitiMortgage history for CitiMortgage account # XXXX, informing me that he noted a Principal Balance of {$2000.00}. When I informed him that on XX/XX/XXXX, as noted in the account history for CitiMortgage account # XXXX, noted my {$1600.00} payment on XX/XX/XXXX for an Account Balance noted as {$3400.00}, a difference of {$1400.00}. 
11 ) There is clearly an accounting system problem or account history update problem with CitiMortgage account # XXXX as there were 2 Account Histories ( attached ) for the same mortgage account for the same time frame, payments noted on the same days, though a difference of over {$2000.00}, and the {$160.00} over-payment in the XX/XX/XXXX payment not noted or accounted for.

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