Consumer complaint received 2018-01-31
Company: CITIBANK, N.A.
State: NY
Product: Mortgage
Sub-product: Home equity loan or line of credit (HELOC)
Issue: Trouble during payment process

Complaint:
I am out of work and was unable to pay my equity loan payments for more than 6 months in XXXX. My loans went into default and my first lien holder, XXXX, put my home into foreclosure. In XX/XX/XXXX I was able to get a one-time lump sum payment of my pension, one year early and take the necessary funds to pay the arrears and continue to pay, and to reinstate my mortgage. Citibank, is the second lien holder and the Equity line mortgage in question is with them. They chose to put my loan into recovery and I was told that no further interest, late charges or XXXX 's would be issued and that I should pay every month directly to the Recovery department, which I did on XX/XX/XXXX. I paid them {$1000.00}. ( My regular payments were {$520.00} ). I paid it through my checking account bank bill pay ( not with Citi ) and they issued a check and sent it on XX/XX/XXXX. The payee and address indicated on the check is the address and payee that a Citibank employee gave me on XX/XX/XXXX in order to make the payment. On XX/XX/XXXX, I received an email from XXXX that my credit card balance was a credit balance of {$990.00}. the {$1000.00} I had sent to pay my Recovery loan was credited to my Credit Card with Citi. In addition, I am now getting letters from CitiMortgage that my loan is in arrears, that I can now have mortgage assistance. When I called them to tell them that the loan is in recovery, their response is to ignore the letters. Yesterday, XX/XX/XXXX, I received yet another letter stating that my request for mortgage assistance has been received and that I need to supply the necessary income documentation to receive assistance. On XX/XX/XXXX, I sent a fax to the Recovery Dept with all the information including a letter of explanation, a copy of my Credit Card statement showing the {$1000.00} posting and the proof of payment details from my checking account ( not with Citi ) showing the details of the check sent to Citi. As of the date of this complaint, nothing has been done to correct the error. My next payment is due in XX/XX/XXXX and I will have to make the payment by calling Recovery directed and having them debit my checking with another bank by electronic check. The Mortgage Dept continues to send me letters and one Dept apparently is not communicating with the other. I have told Citi Mortgage that if they continue to send me letters stating that will assist me with my mortgage, I will contract a lawyer and force them to comply with that offer. I also notified them that this complaint was forthcoming. I spoke to no less than 4 people at CitiXXXX ID # XXXX, XXXX ID # XXXX XXXX ID # XXXX and XXXX XXXX ID # XXXX. It takes numerous attempts to call them since my loan can not be looked up by loan number and I only had an extension number for XXXX as she is my Mortgage specialist in charge of offering me mortgage assistance. I have had to make no less than 10 calls to try and resolve these matters.

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