Consumer complaint received 2016-08-31
Company: CITIBANK, N.A.
State: CA
Product: Mortgage
Sub-product: Home equity loan or line of credit
Issue: Loan modification,collection,foreclosure

Complaint:
Having obtained a Home Equitey Line of Credit from CitiBank in XXXX of XXXX, I ran the credit up to the limit quickly, and missed some payments, so credit was sealed. I made up the missing payments and have been paying interest plus {$100.00} - {$150.00} additional since then up to around XXXX of XXXX. At that time, having been laid off and out of work for about 1-1/2 years, I was unable to keep up payments. 

On XXXX XXXX of this year, I began discussions of how I might be able to modify payments to something I could handle. I entered into a " Hardship Treatment Process '' with CitiMortgage, and submitted a packet of documentation. Since that time, I 've had email and phone contacts with a rep for the process, and several times documentation was requested that I had just submitted. After contacting rep, was told " OK, that 's fine. I 'll let you know if we need anything else ''. Over the months I requested status updates several times and was informed " ... the file is currently being reviewed and nothing else is needed at this time '' or " it 's in process. when the underwriters have finished their review I 'll contact you. '' Then on XXXX XXXX, I received email notification from somebody at the bank saying that a new rep was assigned to me. I replied to that person and also forwarded email to the new rep, asking for update on status. I never rcd a reply from either one. 

Over past several months, I have been receiving continuous calls from CitiMortg. collections dept. During some of these calls, I learned that the new rep had allegedly tried to call me and never heard back from me. On further questioning, I found that he had been calling a phone that has been out of service for a year! ( Note that previous rep certainly had my correct ph # ). Today ( XXXX/XXXX/XXXX ) was the third time I reported this, and the third time I was told that they were correcting the contact information. I learned today that the file for me has become inactive, apparently due to missing documentation. I asked for them to send me an email with EXACTLY what was required, written down so there could be no mistake, but was told they could not do that - they 're not allowed to email. So I made a list of the documents required during the phone call and most, if not all, are documents I have already submitted. I was told that some sort of time period had been exceeded, so they need the same documents again ( and updated ones for income, etc ). 

At this point, I have an phone call appointment with the newest rep today at XXXX ( PST ), and will try to confirm document status and try to learn why this process seems to be going nowhere. 

FYI, I also understand that this Line of Equity lone, started in XXXX XXXX, will be amortized in XXXX of XXXX. I am beginning to wonder if this " Hardship Treatment Process '' is just an attempt to delay things until that happens.

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 non-monetary relief