Consumer complaint received 2017-02-11
Company: CITIBANK, N.A.
State: ND
Product: Mortgage
Sub-product: Conventional fixed mortgage
Issue: Loan modification,collection,foreclosure

Complaint:
After reading the latest actions, dated XXXX XXXX XXXX, that " CFPB has taken against CitiMortgage in regards to giving the runaround to borrowers trying to save their homes mortgage services kept borrowers in the dark about options, demanded excessive paperwork '', which is stated that took place in XXXX. The article also states that CitiMortgage must pay XXXX to wronged customers : CitiMortgage must pay XXXX to approximately 41,000 consumers who received improper letters from CitiMortgage. CitiMortgage must identify affected consumers and mail each a bank check of the amount owed, along with a restitution notification letter. We fall into the catergory of " wronged customers ''. On XXXX/XXXX/XXXX, we received a letter, " Notice of Incomplete application '', by CitiMortgage identical to the information that is in the CFPB report. A letter demanding us to submit dozens of documents and forms that had no bearing on the application or that the consumer had already provided. Many of these documents had nothing to do with a borrower 's financial circumstances and were actually not needed to complete the application. After we realized that we had received such letter ( s ) from CitiMortgage that violate the Real Estate Settlement Procedure Act, we became concerned will CitiMortgage take responsibility and really pay to the affected consumers. On XXXX/XXXX/XXXX I called CitiMortgage @ XXXX and spoke with a XXXX. I voiced my concern to him that due to the nightmare we have been through with CitiMortgage with the loan modification process, I do not trust CitiMortgage being responsible to settle as it states the the CFPB letter. I explained to him briefly about the letter and wanted to know how we can find out that we are part of the affected consumers. He put me on hold to talk to " upper management ''. After speaking to a lady he told me that she is not aware of any claim that the CFPB has against CitiMortgage. He stated that she said if there was she would of had training on it and she has had no training. He went on to say that the lady in upper management said all she was aware of against CitiMortgage is a wrongful foreclosure. I told him that this action against CitiMortgage had nothing to do with wrongful foreclosure. On XXXX/XXXX/XXXX I made another call to CitiMortgage to the same number with the article in hand. I again spoke to XXXX and explained to him in detail what the letter says and how there is no mention of wrongful foreclosure. He said that they are not aware of any such action against CitiMortgage for what I had mentioned to him. I told him that I was told by CFPB that CitiFinancial has already started paying out to the affected customers. He then says that it must just be CitiFinancial. I again explained to him that it says in detail CitiMortgage is part of this as well and mentioned how they are to pay back XXXX to affected consumers. He again denied that they have ever received any of the information relating to this most recent action. I told him there is no way that someone within CitiMortgage does not know something about this. He again told me they have no information on it. I then asked the name of the lady in " upper management '' that he spoke to on the call we had on XXXX/XXXX/XXXX. He said he could not remember. I asked do n't you have it in the notes. He opened our account and said no he did not put any notes about his conversation with upper management. I asked XXXX do yo want me to fax you the information from the article, he said yes and asked that I fax it to Research Dept @ XXXX. I not only faxed the information from the CFPB article, I also faxed a letter requesting all the " Notice of incomplete application '' letters for the years of XXXX. CitiMortgage continues to not take responsibility for their continuous deceptive acts or practices during a loan modification.

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