Consumer complaint received 2016-06-30
Company: CITIBANK, N.A.
State: MD
Product: Mortgage
Sub-product: Conventional fixed mortgage
Issue: Loan modification,collection,foreclosure

Complaint:
In the XX/XX/XXXX, I asked XXXX ( XXXX ) to assist with a home modification loan with my mortgage holder, CITIMORTGAGE " CITI. '' I submitted all documents to XXXX and had notified CITI that XXXX was assisting me. I was advised by both XXXX and CITI to withhold my mortgage payments and save the amount I would be paying in the process. I no longer had access to my CITI account online. I contacted my advocate monthly regarding the status of my modification and continued to send required documentation as requested. In XXXX of XXXX, I was asked to submit documentation of a second mortgage with a timeshare company, which I had notified my XXXX advocate the company my mortgage was originally with had been sold to another company and the new company was unable to provide the mortgage statement XXXX and CITI were requesting, so I was asked to submit a personal statement regarding the same. Once the statement was available, it was submitted to XXXX. I received a letter from an attorney regarding plan to foreclose on the property and replied to them my home loan is currently in the process of modification. I was informed by XXXX that CITI had not made a decision regarding my modification and it was still in underwriting as of XXXX. On XXXX XXXX, XXXX, I was notified my property was being foreclosed with the sale date of XXXX XXXX, XXXX, although neither XXXX nor I had received any documentation regarding the status of my modification from CITI. I emailed the letter from the attorney listed on this notice. XXXX XXXX, XXXX, I received a letter from CITI naming XXXX XXXX as my new contact, which gave me the impression CITI was still working with XXXX regarding my modification. During a telephone call with XXXX, the advocate assisting me ( who identified themselves as a supervisor ) was chatting online with a representative CITI while I was on the call with her. XXXX informed me of the conversation taking place regarding the status of my account with CITI and why they had chosen to proceed with foreclosure while my loan modification had not been finalized, and then informed me CITI had abruptly ceased from replying to the questions asked during this chat. The following week, I was informed by XXXX my property was sold at auction on XXXX XXXX, XXXX to a third party. On XXXX XXXX, XXXX, I arrived home to find a note taped to my door stating I was illegally occupying this residence and legal action or eviction would take place with a number attached. I called the number, but did not receive a return call at the time of this filing. I contacted CITI and spoke with a representative who informed me my telephone number, which CITI has had for more than five years was tagged as 'DO NOT CALL ' and had not been verified, but no one was able to tell me who tagged my number as to not call, as this has been the primary number they have always had on file and had previously used to contact me. I was also informed by CITI they have not had any communication from XXXX, as recent as XXXX, XXXX, although I was on the telephone with XXXX as they were communicating via email in a chat. It was my understanding early in the modification process that CITI has immediate access to all XXXX documents, which is why I submitted my documents directly to XXXX to avoid confusion. I also was informed during my conversation with CITI on this date that a letter of denial for modification was mailed to me dated XXXX XXXX, XXXX, but the representative I spoke with could not explain why I received a letter dated XXXX XXXX to notify me of the new representative assisting me with required documents. I never received the document dated on XXXX XXXX. 
As a result of this my home has been sold to a third party, despite my efforts to modify my home loan, and I never received a decision regarding my 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