Consumer complaint received 2017-09-11
Company: CITIBANK, N.A.
State: CA
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
My mortgage was previously being serviced by CitiMortgage, account number XXXX. I qualified for a recast of my loan and I received paperwork from CitiMortgage asking me to sign a document stating I accept the recast and requesting for the recast to begin by XX/XX/XXXX. I verified with CitiMortgage that they received my signed agreement accepting the recast on XX/XX/XXXX and they have it documented in their system. Then CitiMortgage transferred the file to XXXX XXXX XXXX on XX/XX/XXXX however CitiMortgage did not change the terms to the recast terms that I agreed upon before the file was sold to XXXX XXXX XXXX, account number XXXX. I called XXXX XXXX XXXX on XX/XX/XXXX and the company confirmed they did not have any record of the recast agreement or terms of the agreement. The company stated they did not receive any paperwork from CitiMortgage regarding the recast. I called CitiMortgage the same day and they told me I was going to be assigned to a relationship manager. I received a call from CitiMortgage 's relationship manager a couple days later and the person said she would contact XXXX XXXX XXXX to get the terms of the recast in place. However, I then received a call from CitiMortgage stating the relationship manager can not help me because XXXX XXXX XXXX will not release any information to her. I called XXXX XXXX XXXX a 2nd time and asked them to please call CitiMortgage to get the terms of the recast. The customer service rep stated XXXX XXXX XXXX has requested the paperwork two times from CitiMortgage but CitiMortgage is not responding to their requests. Then the rep at XXXX XXXX XXXX said a new request was sent and that I have to wait 15 days to see if CitiMortgage will respond. I followed up with XXXX XXXX XXXX after the 15 days on XX/XX/XXXX and I talked with XXXX XXXX. She confirmed that CitiMortgage has not responded to the multiple requests from XXXX XXXX XXXX regarding the recast paperwork. Per the legal agreement I had with CitiMortgage the recast payment was supposed to start on XX/XX/XXXX.  However, XXXX XXXX XXXX is not honoring the legal payment agreement for the recast I had with CitiMortgage because they are saying CitiMortgage is not sending them the proper paperwork to verify the recast agreement. 
I am asking the CFPB to help me get the recast agreement in place with the new servicer. CitiMortgage legally agreed to offer me the recast payment which was to begin on XX/XX/XXXX and the contract I entered with them is now in breach due to their incompetency when they transferred the file to the new servicer and did not transfer all of the legal documents to allow the new servicer to put in place my new payment. This has caused me a lot of frustration and stress because I have called 5 times to CitiMortgage and XXXX XXXX XXXX and I have been on the phone 2.5 or more hours having to explain the situation to both companies over and over again trying to get them to fix this. This is not fair to me as a consumer. I trusted CitiMortgage to comply with the terms I was offered and I agreed to accept, however, after CitiMortgage transferred my file to XXXX XXXX XXXX  CitiMortgage they have disregarded the recast agreement and now I have had to sacrifice my time, effort and peace of mind to deal with this situation. I appreciate the CFPB for helping me get this situation rectified.

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