Consumer complaint received 2016-12-21
Company: CITIBANK, N.A.
State: OR
Product: Mortgage
Sub-product: Other mortgage
Issue: Loan modification,collection,foreclosure

Complaint:
I have recently finished with a loan mod on my 1st mtg with XXXX XXXX and am in the middle of a review on my 2nd. After my husband passed I 've been thrown into a huge financial tailspin, and trying diligently to do the right thing. I received the following email from XXXX with CitiBank. As per her email. I called CitiBank to find she was not in and not sure when she would be. the gentleman I spoke to would not accept the payment I tried to make ( as instructed to do so immediately in her email ), per his " supervisors '' direction. In the email she asks for my XXXX tax statement, which I do not have yet. My accountant is working on it as I type this to you. I can not give what I do n't have, and he wo n't take my payment with out it.. I am completely frustrated. Until this year I 've never been behind on either mtg. I have not, admittedly, handled my husbands passing very well. But when I am instructed to make this payment even tho I am in review or they will foreclose, and I try to do as told, only to hit a brick wall, I do n't know what to do next. Any help you can provide would be most appreciated. XXXX 's email is now being copied into this msg.. 
Hello XXXX XXXX and XXXX XXXX I hope this email finds you well. Thank you for your patience while I reviewed your documents. The only thing missing is the tax returns. Your extension expired on XXXX/XXXX/XXXX, so we need them in order to finish the review. Also, your file is listed as a possible release to a third party at the end of the month. If this happens, you will no longer be eligible for review on a modification. In order for me to place a hold and assure your file to stay with me, I will need you to make a payment to bring the file under 180 days past due. XXXX monthly payment will be enough, as you are currently at 193 days past due. Please make the payment by XXXX/XXXX/XXXX in order to reduce the risk of going to collections. Please let me know the date you will be able to make the payment so I can submit the hold request as soon as possible ( Today preferred ). Please phone in a scheduled payment if you can, so that the payment can be seen in the system and show that you definitely plan to make it. Please try and send the document in by XXXX/XXXX/XXXX, if you can, so that the file does n't get turned down for incomplete documents ( It was due by XXXX/XXXX/XXXX ). Please put your full name and account number at the top of each document. I will continue to follow up with you weekly, and notify you of any updates. If you have any questions, you can always call me. If I 'm not available, then please schedule an appointment for me to call you back. Thank you for your cooperation in this matter, and I hope you have a great rest of your day XXXX. XXXX Tax Returns all pages and schedules, signed and dated on page XXXX of the XXXX. 
This information can be faxed to XXXX, or emailed to XXXXXXXXXXXX. Please add your name and account number on the top right hand corner of every page you send, and copy the email to me at XXXXXXXXXXXX so I will know what you have sent. 
Please reply to this email with at least a " thank you '', so that I know you received it. 
Thank you for being a valued CitiMortgage client. 
Remember, during any point of your treatment review, you can reach me by telephone at XXXX XXXX XXXX XXXX, XXXX. XXXX, Monday, Tuesday, and Thursday XXXX XXXX - XXXX XXXX XXXX XXXX XXXX, Wednesday XXXX XXXX XXXX XXXX. XXXX XXXX XXXX, and Friday XXXX XXXX. - XXXX XXXX XXXX XXXX XXXX, or email me at XXXXXXXXXXXX. I look forward to working with you. 
Sincerely, XXXX XXXX Single Point of Contact XXXX, XXXX XXXX ( use leading XXXX ). 
CitiMortgage , Inc . 
XXXX XXXX XXXX XXXX XXXX XXXX, MO XXXX ABOUT THIS MESSAGE Calls are randomly monitored and recorded to ensure quality service. 

I ADMIT I AM SCARED NOW ... ... ... .WHAT CAN I DO????

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