Consumer complaint received 2015-07-28
Company: CITIBANK, N.A.
State: MA
Product: Mortgage
Sub-product: Conventional fixed mortgage
Issue: Loan modification,collection,foreclosure

Complaint:
I 've been in this house XXXX years, but lost job XX/XX/XXXXCalled Citi after receiving unemployment and they stated " unemployment is n't considered income '' and instructed to call back when it ran out. Had to cash in XXXX to keep up with the payments. 
Called back XXXX when unemployment ran out and was told they could n't do anything until an appraisal was performed and to call back afterwards. Three weeks of no income and XXXX month of non-payment. 
Called back to apply later in XXXX ( after faxing tax return, bank statements, etc. earlier in XXXX ) and was told that, because I had just obtained employment, they had to close the file and to call back once I received XXXX days of paystubs. Had to wait until the XX/XX/XXXX days of stubs. Second month of non-payment. 
Called back again in XXXX after receiving XXXX days of paystubs to reapply. XXXX Homeowner Specialist assigned acknowledged that the documentation I 'd sent was acceptable and he 'd submit the information for review. Informed me I 'd be fine as far as foreclosure proceedings because I still had 20 days left until third non-payment. 
Received a letter dated XX/XX/XXXX that I was denied short-term forbearance because I declined unemployment assistance. I was unable to receive unemployment assistance because it was just exhausted on XX/XX/XXXX 
Received a letter dated XX/XX/XXXX that my application was COMPLETE and under review. 
Received a call one week later on XX/XX/XXXX from XXXX Homeowner Specialist assigned wondering why I had n't made payments. Explained my conversation with second homeowner specialist XXXX third was n't even aware of it XXXX and was informed that XXXX specialist was off the account. Email received requesting documentation, most of which had been sent in XXXX. Third month of non-payment. 
Emailed all requested documentation again ( some new like XX/XX/XXXX XXXX XXXX on XX/XX/XXXX. 
Received call from XXXX Homeowner Specialist XXXX week after I sent my documentation, but missed the call because at work. Returned call, he was unavailable, so scheduled telephone appointment to speak with him XX/XX/XXXX at XXXX. He never called. 
Received letter dated XX/XX/XXXX on XX/XX/XXXX that my application was INCOMPLETE. Now into fourth month of non-payment. Letter requesting most recent tax returns XXXX faxed XX/XX/XXXX and emailed XX/XX/XXXX XXXX, XXXX XXXX faxed XXXX and emailed XXXX XXXX, and unemployment letter XXXX faxed XXXX and emailed XXXX ). 
Emailed all again with request for explanation from homeowner specialist. NO RESPONSEReceived letter dated XX/XX/XXXX that my application was complete. 
Received letter dated XX/XX/XXXX that my application was incomplete and to send more documentation ( which had been sent. I sent again a third time XXXX Received letter on XX/XX/XXXX dated XX/XX/XXXX with a standard " streamlined modification. '' The same interest rate applies, but loan pushed out XXXX years. Payment {$140.00} lower than original leaving me {$2.00} to pay utilities, food, insurance, toiletries, pet food, etc. 
Contacted Citi XX/XX/XXXX to see if there were other options. Informed a XXXX process was occurring, but my unemployment letters needed to be sent again. Emailed that night for the fourth time.

Company response to consumer: Closed with non-monetary relief