Consumer complaint received 2015-10-16
Company: CITIBANK, N.A.
State: WA
Product: Mortgage
Sub-product: Conventional fixed mortgage
Issue: Loan servicing, payments, escrow account

Complaint:
My parents have a XXXX home. I live in the home as a responsible XXXX some year old woman who pays the mortgage regularly and on time each month. My folks refinanced the home in XXXX 2015. We started the refinance payments XXXX XXXX, 2015. Two weeks ago my parents received a letter that stated that our loan was in " default ''. My mother is extremely ill and any stress puts her in the hospital. We could not understand what they were referencing. I wrote the " notice of error '' letter with the bank documentation of payments to Citimortgage. We even made the two month extra payment of {$1300.00} to cover the two months until the bank solved their problem and found our money. I called called the bank of Monday, XX/XX/XXXX, and we had a three way phone call with my poor mom. The Teller, XXXX # XXXX does confirm that they found my payments that were applied to the old mortgage number. She first told me that we were paid to date so not to worry, but I tell her yes, because we made two months extra pay and wanted to know where our XX/XX/XXXX and XX/XX/XXXX payment ( $ ) was placed? She just kept saying, I will give this to " my supervisor '', but do n't worry. Today, Thursday, XXXX XXXX, 2015, my poor parents receive some letter telling them they better pay or fill out some " hardship documents '' and to call a number on a Monday-Thursday only for XXXX-XXXX. 
My mother who was very upset and struggling with the meaning, became very upset and dad was going to take her to the emergency room! I calmed her to tell her it was not a foreclosure notice, and why would we get a hardship form or any other letters concerning their " mess up ''? It is a XXXX home, they do n't have a hardship. To top off the unprofessional and disgusting manner in which Citimortgage has conducted business we never received statements for XX/XX/XXXX or XX/XX/XXXX and they charged late fees for both months. This is not the only mess in the years we have had this mortgage and new refinance with them. During the refinance in XX/XX/XXXX and XXXX, they charged my parents over {$3000.00} for fees that were not supposed to be charged based on their ads to refinance. In the past 6 months, they have returned checks to us for overpayments for the refinance. Nothing for our on time house payments they did not apply correctly. They sent my parents a file to a another client! His papers, his social, personal information, is entire identity. We called and asked if they did the same to us? They told mom to shred the papers! What kind of business is CitiMortgage? 

Finally, if my mother loses her life, which hangs from the balance with XXXX, and many other medical conditions, such as her XXXX, and my father 's health is affected due to this very incompetent mess CitiMortgage, they will be dealing with an attorney. Why did we bail out the " too large to fail '' bank who ca n't manage a customer 's account, money or customer service. 
I am so angry by the stupidity of their actions and the lack of prompt correction. I have asked for a letter of apology, and a record stating it was their mistake and a stop to their computer generated " hate letters ''. Their letters and lack of proper accountability is abusive. They have little accountability with customer files and money. I want resolution and I want it before they send a truck to foreclose on a house we have no issue with because they do n't coordinate account numbers in their refinancing system with an original mortgage loan from the same compan. We never refinanced out side the same bank! I have tracked XXXX different account numbers for our XXXX original loan and XXXX refinance loan, sme p they did not connect with the original. They had no problem with our XX/XX/XXXX and XX/XX/XXXX payment that went to the new account number, why XX/XX/XXXX and XX/XX/XXXX? Where is our money going? 
CitiMortgage should be really concerned by their mistakes. Failure to protect a client 's good standing and another 's identity.

Company public response: Company chooses not to provide a public response
Company response to consumer: Closed with monetary relief