Consumer complaint received 2016-10-19
Company: CITIBANK, N.A.
State: GA
Product: Mortgage
Sub-product: Conventional fixed mortgage
Issue: Loan modification,collection,foreclosure

Complaint:
CITI Mortgage - Modification-added over XXXX to my balance. 
XXXX/XXXX/XXXX Modification offer # 1 ( Trail payment XXXX ) XXXX/XXXX/XXXX offer # 2 ( Trail payment XXXX ) Trail payment was on XXXX, XXXX and XXXX XXXX trail payment was made on time as per the agreement and was told should receive the document to sign and return back .I keep following up and finally get a manager stated the agent who is assign to this case is no longer with Citi XXXX 
XXXX So now the new agent review the case and stated she is very confuse will review with her manager. Per her manager everything is good and I should receive the final modification documents. 
XXXX/XXXX/XXXX Email from agent ( Thank you for your last trial payment should will draw the final modification documents will sent to you ) XXXX/XXXX/XXXX - Email stated we miss our payment trial, she was very confuse I try to explain but she refuse to work with me will have to have a manager review the case. I keep calling and leaving messages no reply. 
XXXX/XXXX/XXXX letter received stated unable to approve the modification. 
XXXX/XXXX/XXXX Need to open an escalation case with the Executive office -- all documents was email to Executive unit XXXX/XXXX/XXXX - XXXX keep working with the executive unit made all the payment requested to keep the current under the 2rd modification term in the mean while the account went in foreclosure. 
XXXX/XXXX/XXXX Copy of document from the Executive unit. 
At this time, we will pursue with the modification that was given to you earlier this year. We are processing the missed trial payments, and will be delaying the sale date, as we wait for the final modification document to be drafted. Once the payments have been applied to the account, the closer will begin on your documents. The foreclosure decision will be made within the next couple of day. As you have kept up with your side of making the missed trial payments, we will honor the modification. I will follow up with you on final modification documents when they are prepared and ready to be sent. 
XXXX/XXXX/XXXX I had to request upper management to look it to this - they did post pond the sale date and apology for their error this should have not gone in to foreclosure. 
XXXX/XXXX/XXXX 3rd Modification was completed. 
1. 
Once the Modification was completed the added about XXXX to my balance. Before the Modification the balance was XXXX once the completion the balance is {$210000.00} which I also make a total of XXXX in payment. I been requesting a summary/break down of the charges I keep getting a summary of the payment and the capitalized amount of XXXX total. No breakdown of the charges. 
XXXX/XXXX/XXXX - XXXX/XXXX/XXXX I been try to get an explanation of the charges of over several months and getting no result. I was told to send my request in write each time. Keep getting the same information. At one point the manager stated that they is no way I can get that information it only for the underwriter. 
I keep requesting it. 
XXXX Email Received Thank you for your phone call today. The modified principal balance in XXXX XXXX, was {$210.00}, XXXX, XXXX term, interest, taxes and insurance and escrow which = my monthly payment etc. The total amount capitalized into the modification was {$15000.00}, therefore the principal prior to the modification of XXXX, plus the capitalized amount of XXXX total XXXX. 


2. 
XXXX/XXXX/XXXX My Mortgage was transfer to a new company which is XXXX. I was current on my payment after the modification but I notice that XXXX/XXXX/XXXX CITI mortgage had a payment reversed for {$1500.00}. I did not make any payment from XXXX/XXXX/XXXX to XXXX/XXXX/XXXX my bank has no record for any payment returning to CITI. I been requesting a copy of the return payment or bank information and was told there are unable to get the information.

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