Consumer complaint received 2016-08-02
Company: CITIBANK, N.A.
State: ND
Product: Mortgage
Sub-product: Conventional fixed mortgage
Issue: Loan modification,collection,foreclosure

Complaint:
We feel that Citi Mortgage has violated may laws during our modification process. First we want explanation on the following : On XXXX XXXX, XXXX we received a letter stating the following " We have completed a thorough review of your account based on the information you provided to us and we are please to share with you the following : You may be eligible for a modification of your loan. We will contact you shortly to discuss the details of modifying your loan. At the time of this letter the foreclosure sale scheduled to take place on XXXX XXXX, XXXX should have been canceled. It was not canceled until the day before the sale date, XXXX XXXX, XXXX. This is a violation of dual tracking. To complete a thorough review of our account, they would have to had a complete file. Also we never were contacted to discuss the details of modifying our loan. 
On XX/XX/XXXX & XX/XX/XXXX we received letters from Citi stating " Your application for mortgage assistance is complete '' What to expect " foreclosure activity will cease while your complete application is being evaluated for hardship assistance ''. It also states, " We expect to complete our review by XXXX/XXXX/XXXX. Four days later, XXXX XXXX, XXXX a foreclosure sale was scheduled to take place on XXXX XXXX, XXXX. Again dual tracking. They had a complete application that they were in the process of reviewing. Citi was simultaneously evaluating us for a loan modification at the same time that they prepared foreclosure on our property. In a letter dated XXXX XXXX, XXXX, XXXX XXXX responds to a previous complaint that we had filed with the CFPB. She explained what has transpired on our account. She stated on XX/XX/XXXX, that we submitted a partial financial document package. Stated on XXXX XXXX, XXXX a foreclosure sale was scheduled. But neglected to mention what transpired on XXXX XXXX, XXXX and XXXX XXXX, XXXX, that our file was complete. The foreclosure date that they scheduled on XXXX XXXX, XXXX was not canceled until XXXX XXXX, XXXX the day before the sale date was to take place. When in the first place it should have never been scheduled. Also let me remind XXXX XXXX, that the sale scheduled for XXXX XXXX, XXXX was the sale that XXXX from XXXX XXXX XXXX called and spoke with the support specialist at the time, XXXX XXXX that it needed to be canceled because the file was complete. XXXX XXXX told XXXX it was not complete. XXXX had to have the issue escalated to a higher lever within Citi to get the sale date stopped. Once again another support specialist that we had to deal with that did not know what they were doing. Citi Mortgage dragged us along through a slow, confusing, contradictory, redundant and fraudulent modification process. Because of the contradictory documents we never knew if we starting all over with a new modification process, if our file was incomplete, or waiting to hear from them on " details of modifying of our loan '', as stated in a letter dated XXXX XXXX, XXXX ( which we never did receive the details ). Letters dated XXXX/XXXX/XXXX & XXXX/XXXX/XXXX are letters of a modification denial. Each letter contains different reasons used in the decision making process for the same type of programs. This is contradicting, confusing information. Another example on contradicting information is on XXXX/XXXX/XXXX we received a dcoument stating " our application for mortgage assistance is complete ''. Also on XXXX/XXXX/XXXX we receive a document " We received your request for mortgage assistance '', stating " once your file is complete with all required documents, we will stop all foreclosure activity until we determine ... ''. Again contradicting information. Do they have a complete file or are we starting from the beginning with the process. This process of contradicting, confusing, misleading continues throughout the entire process. See attached timeline.

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