Consumer complaint received 2017-11-26
Company: CITIBANK, N.A.
State: NY
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Struggling to pay mortgage

Complaint:
CitiMortgage has unfair practices when it comes to modification requests. In XX/XX/XXXX, my then husband and I, submitted a modification request but CitiMortgage never formally gave us a respond to our request as we constantly being assigned new specialist, asked for additional documents and being told our applications was on the desk of an underwriter. In XX/XX/XXXX, CitiMortgage filed foreclosure documents to take my home. I eventually got a lawyer and was able to save my home. CitiMortgage is very deceptive and I think it is because of their size that they are able to get away with illegal practices. I say this because my original mortgage was with XXXX XXXX XXXX XXXX XXXX XXXX was sued for issuing risky home loans. In XX/XX/XXXX, we got a letter from CitiMortgage that we should be remitting payments to them. I always believed that CitiMortgage owned my mortgage. In reviewing documents related to my mortgage, I noticed that on XX/XX/XXXX, my mortgage was recorded with the XXXX XXXX XXXX XXXX, XXXX ( XXXX XXXX ) as being paid off and it was never assigned to CitiMortgage. It was only after CitiMortgage tried to foreclose on my mortgage that on XX/XX/XXXX they filed document to have my mortgage assigned to them with XXXX XXXX That means that from XX/XX/XXXX to XX/XX/XXXX CitiMortgage despite taking payments and modification request they never actually owned my mortgage since it was recorded as being paid off. CitiMortgage unfair practices is being repeated in that I filed for modification for my mortgage with CitiMortgage in XX/XX/XXXX. The reason for my modification request stated that I am recently divorced and therefore I am not be able to afford my mortgage payments. I was assigned a specialist who sent information to my ex-husband asking him to complete additional documents ( XX/XX/XXXX ). I cleared misinformation up with my specialist and was asked to send a copy of my divorce decree and other supporting documents. I submitted the documents but was asked by Citimortgage to supply income information for my ex-husband, despite it being made clear that as part of our divorce I am required to remove his name from the mortgage ( XX/XX/XXXX ). They sent me an emailing stating needed me to send by XX/XX/XXXX the XXXX XXXX form for my ex-husband. I emailed my specialist at that time and was told our modification was still sitting on the desk of the underwriter ( XX/XX/XXXX ) and he did not know when the application would be approved. To date, I have had three different homeowner specialists on this new pending modification ( XX/XX/XXXX,XX/XX/XXXX,XX/XX/XXXX ). I have been waiting for a decision on my modification request but I have not receive any documentation through the mail or online indicating what is the final decision. During the time, my modification was under review, I kept getting letter saying my mortgage was in default and explained what I need to do to apply for a modification. Simultaneously, I kept getting communications from CitiMortgage saying that they have received my modification request and it is still under review ( XX/XX/XXXX,XX/XX/XXXX ). I receive a letter on XX/XX/XXXX from Citi stating I need to cure my default or they will be sending our mortgage for foreclosure if I do not bring it current. I am confused since I CitiMortgage has not told me if my modification request was approved or denied. The last communication states my file was still on the underwriters desk. On XX/XX/XXXX I got a text message from CitiMortgage stating that they have assigned me a new homeowner specialist. I believe CitiMortgage is deliberately trying to take my home by not addressing my modification request in that they are asking for documents they know I am not able to provide. I am a divorced mother of XXXX and I do not want to lose my home. CitiMortgage has been sending me contradictory letters and I believe they are deliberately trying to take my home from me. I found out that CitiMortgage was claiming to be the holder of my mortgage from me. Please help me with this big bank that is preying on me because I dont have access to the resources they have to defend myself against them!!!!

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