Consumer complaint received 2016-01-28
Company: CITIBANK, N.A.
State: MA
Product: Mortgage
Sub-product: Conventional fixed mortgage
Issue: Loan modification,collection,foreclosure

Complaint:
On XXXX XXXX, 2016 I submitted a full financial modification package for review to Citi Financial on behalf of my client. I called Citi Financial to confirm receipt of the package. The Homeowner Support Specialist, XXXX ID # XXXX, stated he physically had to search for my Third Party Authorization on an associates desk. He then returned to the phone to confirmed receipt of the package and asked me to relay what form of income and expenses the borrower had. He then stated the borrower, my client, would not be eligible for a modification and he would not forward this file to underwriting. Citi Financial is the servicer as well as the investor on this particular mortgage. I insisted he forward this to underwriting as he is not the XXXX to make a final decision. 

On XXXX XXXX, 2016 I called Citi Financial for a status update on the file. XXXX XXXX ID # XXXX stated she would not speak with me as my XXXX authorization did not have our company address on it. I asked to speak with her supervisor. The supervisor, XXXX ID # XXXX stated that the authorization needed XXXX signatures. I again forwarded the TPA with XXXX signatures. She would not permit the borrower to provide a verbal third party authorization. She stated that Massachusetts law does not permit her to speak with me unless she has a written authorization. ( THERE IS NO SUCH LAW!!!! ). I again submitted the authorization with a copy of a Quit Claim Deed signed on by the borrower 's son. XXXX would not acknowledge receipt of my last XXXX authorizations and she would not properly communicate information to the borrower, who is XXXX speaking only, so that we can provide what is needed. When I stated that I would be filing a complaint with the CFPB, she all of a sudden had the authorization in hand. She then relayed to me that she wanted a letter from the borrower stating her son, the co-borrower no longer resides on the property. This document, signed by the borrower, was immediately faxed over to Citi Financial by me. An hour and a half later I called Citi Financial to confirm receipt of the letter and again I was being told by XXXX, ID # XXXX, that I was not authorized on the account. She could not find the authorization. I asked to speak with the supervisor XXXX, I was put on hold for a while and I was then disconnected. 

I called back and spoke with XXXX. XXXX stated that XXXX is just an agent. She is not a supervisor. XXXX lied to me. XXXX transferred me to a " real '' supervisor. I now spoke with XXXX ID # XXXX who is an " account supervisor ''. XXXX stated I am not authorized on the account. Although we submitted a Quit Claim Deed, Citi Financial still wanted the co-borrower 's signature on the authorization. 
Citi Financial 's treatment of myself and my client is despicable! This file has not moved forward to underwriting and they are always stating they ca n't find my third party authorization or I 'm not authorized. I 'm trying my hardest to get Citi Financial to move this file forward but they try their hardest to prevent me from doing so. 

Citi Financial has been very deviant in their practice of allowing or not allowing my authorization to be valid. They refuse to allow their underwriters the ability to review the file I submitted on behalf of the borrower. They are forcing my clients into foreclosure.

Company response to consumer: Closed with explanation