Consumer complaint received 2016-11-26
Company: CITIBANK, N.A.
State: NJ
Product: Mortgage
Sub-product: FHA mortgage
Issue: Loan modification,collection,foreclosure

Complaint:
multiply homeowner specialist on my file. XXXX different specialist over the past 4 months causes document to get misplaced. Citimortgage is also requesting third party information and income verification for third party persons not on the loan with 24hour requirement to submit documents. File sitting in limbo without a specialist being assigned to the file ; causes inaction and time lapse for mortgage owner to have a fair review. Receive request for documents after deadline has passed. Homeowner specialist not communicating file needs with Homeowner after Homeowner request for manager to email specialist and ask him to forward detailed list of required documents to Homeowner. Homeowner support specialist XXXX XXXX XXXX refusing to discuss file with Homeowner on scheduled phone appointment. Stating " you will lose your home on Tuesday, be prepared for it. There is nothing I can do. There is no point discussing a closed file. You are losing your house on Tuesday XXXX. There is no point telling you what documents you need. I should have contact him sooner ''., I called to check the status of the file and being told the account has no assigned specialist. I inquired of the procedure to request a specialist on my account on XXXX/XXXX/16 and I was given the name of XXXX and updated my contact info on the file for XXXX XXXX to contact me. I called back the homeowner specialists team and was told no documents were needed because the file was under review with the underwriter XXXX/XXXX/16. XXXX XXXX stated on XXXX XXXX the file will be passed on to a new specialist the file was never passed on or assigned to a new person. I received the attached letter from citi on the evening of XXXX/XXXX/16. All were contradictory to the status of the file. I call back citi on XXXX/XXXX/16 after receiving the letters, requesting clarification on the status of the account. I spoke to Manager XXXX at CitiMortgage # XXXX on XXXX/XXXX/16 after stressing the importance of speaking to XXXX XXXX about this time sensitive issue ' because his letters were unclear and the items which he seem to request were already due on XXXX/XXXX/16 and the his letter was received on XXXX/XXXX/16. Requested a manager because XXXX XXXX was not available for telephone calls with me. XXXX said to get the new application and paperwork in and request XXXX XXXX to escalate the file to request more time. After my conversation with XXXX XXXX on XXXX/XXXX/16 I requested to speak with his manager. XXXX XXXX states he sent a request to his manager XXXX XXXX to contact me at XXXX number on file before XXXX XXXX or XXXX XXXX. No call was received from XXXX XXXX. I attempted to call XXXX XXXX twice. Upon calling at XXXX XXXX was noted as being away from his desk for 10 minutes. I was told to schedule and appointment or call back, call was disconnected in transfer to scheduling dept. I later called back on hold waiting to speak with XXXX for over XXXX hour. I finally hang up the line. 
Homeowner should also be given the option for a short sale.

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