Consumer complaint received 2017-02-03
Company: CITIBANK, N.A.
State: GA
Product: Mortgage
Sub-product: Other mortgage
Issue: Loan modification,collection,foreclosure

Complaint:
We became clients of Citi Mortgage , Inc . in XXXX when we refinanced our home at XXXX XXXX XXXX XXXX XXXX, GA XXXX. At that time we had stable, full-time jobs and good health. My husband retired in XXXX, I became medically unable to maintain my job and became XXXX. In XXXX, I no longer had a job, at this point we were living on a fixed income. Faced with financial difficulties we had to try to readjust our budget. Within the last XXXX3 years we have been asking Citi Mortgage , Inc . to modify the rate on property we were living in. ( the rate for this loan is 8.14320 % ), automatic bank draft. Each time Citi Mortgage , Inc . refused to assist us by lowering the interest rate. We were trying to keep up repairs on the house, vehicles and the property. We were forced to seek guidance from a financial agency, but Citi Mortgage , Inc . would not cooperate with them either. What ever type of mortgage loan this is, several other mortgage companies could not refinance us or qualify us for a XXXX mortgage. ( Both of our credit scores were in the mid XXXX ). We moved out of the property in XXXX XXXX ( mortgage was also paid for XXXX XXXX ). We obtained a realtor XXXX XXXX XXXX XXXX to sell the house ( XXXX XXXX XXXX, XXXX XXXX XXXX GA XXXX XXXX. In XXXX we informed Citi Mortgage , Inc . that we had moved out and the property was vacant, we also informed them of our realtor who put the property on the market. From that point Citi Mortgage said we had to authorize them to converse with our realtor XXXX XXXX XXXX XXXX. The authorization had to be in writing, so we down loaded their form Citi Mortgages wedsite. XXXX XXXX and me and my husband XXXX XXXX XXXX XXXX XXXX filled out the form, sighed and dated it. We faxed the written authorization to the fax number that they gave us. Several weeks passed without any contact from Citi Mortgage. so we contacted them only to be told ( they never received the written authorization and they did not know where it was ). After giving us the runaround they finally excepted our verbal authorization over the phone to include XXXX XXXX as the agent listing the property. Citi Mortgage , Inc . agreed to to have the property listed for sale {$300000.00}. Prospective buyers were trying to buy this property from the moment we started moving our furniture out of the house. Our realtor XXXX XXXX XXXX XXXX provided Citi Mortgage , Inc . with XXXX offers to buy this property, we asked Citi Mortgage , Inc . to do a ( short sale ) in XXXX. After Citi Mortgage did a ( BPO ), they increased the price to {$43000.00}, ( listed as move in ready, no repairs needed XXXX. Citi Mortgage , Inc . instructed our realtor to only submit the highest offers to buy. XXXX XXXX then submitted an offer to buy, it is an ( all cash offer of {$41000.00} to close on or before XXXX XXXX, XXXX ). We have not gotten a response about the offer. At this point Citi Mortgage , Inc . has been handling the business with us and our realtor very unprofessionally, to the point of not keeping is in the loop, may or may not return our phone calls, not following through with information, going about the business of having negative information put on our credit reports.

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