Consumer complaint received 2015-07-27
Company: CITIBANK, N.A.
State: MA
Product: Mortgage
Sub-product: FHA mortgage
Issue: Loan modification,collection,foreclosure

Complaint:
The attorney from this office is trying to assist his client, who has a mortgage loan with CitiMortgage on property in XXXX, XXXX, and has been attempting diligently to release his interest to the secured property with either a deed in lieu of foreclosure or a short sale. 
Background : Due to losing his job a few years back, our client and his wife filed bankruptcy as he continued to look for work. Our client finally found a job in late XX/XX/XXXX in XXXX, so he uprooted his family and moved to XXXX XXXX at that time. Our client put his house in XXXX on the market with a realtor, and began work with CitiMortgage on a deed in lieu of foreclosure at that time. 
He came to us in XXXX, XX/XX/XXXX, for assistance. He had no offers on the property and no help from CitiMortgage, who began foreclosure proceedings. 
We have dealt with several representatives at Citi, who ask for the same information over and over again ( Bank statements, paystubs, hardship letters, Citi 's Uniform Buyer Assistance Form, Income/Expense records ; tax returns ), until the file gets assigned to a new department or representative who again requests the same information. Our client has continued to follow Citi 's requirements for short sale or deed in lieu, and has always provided all documentation requested, even if it is duplicative. 
We now have a buyer who signed a purchase agreement ( in XXXX ), and have dealt with no less than XXXX different people assigned to the file at Citi, again requesting the same update information over again. XXXX appointed agent sent correspondence saying the review and decision on the short sale would be made within 30 days. It is now XXXX, and a new negotiator has just been assigned to this file. His latest emails state they have no hardship affidavit from our client since XX/XX/XXXX, which is not the case. They are asking our client to provide updated listing agreement extension and purchase extension for at least 60 days. We miraculously still have the same buyer, but they are now living in a rental XXXX bedroom apartment with XXXX people, hoping this will close soon, as XXXX Citi Representative ( who is no longer working for Citi ) requested updated HUD statements. At one point during the last 2 weeks, our client was advised Citi did not get a timely response to their counter offer to this short sale, which was never received by this office or our client. We were provided with a realtor 's name and email address who received the counter offer, who is not involved in this transaction. After we requested who this is and when the counter offer was sent, Citi has refused to tell us anything more on the counter offer recipient. 
Our client now has a letter that outright says, the purchase offer is insufficient and no response was received to the counter offer provided. 
Our client has XXXX children, XXXX of whom has a XXXX that needed surgery last year. Also, over a year ago, our client was diagnosed with XXXX which has spread, and he is still in treatment to try to halt the disease. He does not need the additional anxiety of what Citi is putting him through.

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