Consumer complaint received 2017-04-26
Company: CITIBANK, N.A.
State: KY
Product: Mortgage
Sub-product: FHA mortgage
Issue: Trouble during payment process

Complaint:
My complaint is against Citimortgage. I have had my mortgage with them since  XXXX .  Citimortgage  is trying to get me to pay them more than what my monthly mortgage payment is {$650.00} They say I woe them {$2200.00}. In the 8 years that I have had my mortgage with them I have never missed a payment or paid less than I owe each month.     My problem with  Citimortgage  started when I had to get flood insurance in  XXXX .   XXXX   XXXX   XXXX   (  XXXX  ) had messed up and over billed for my flood insurance and Citimortgage paid the amount.     In  XXXX  of  XXXX , when I got my mortgage statement and saw that my mortgage had gone up by {$400.00}, I called  Citimortgage  to find out why. They said it was my escrow and directed me to their escrow department who told me to talk to my insurance agent about it.  XXXX  immediately fixed the problem and sent me a check for {$1700.00} to send to Citimortgage. I promptly deposited the money into my checking account and sent  Citimortgage  a check for {$1700.00} they cashed in on   XXXX   XXXX   XXXX  . This should have fixed my problem and my mortgage payment should have gone back to normal. And I requested that Citimortgage send me letter stating that they had fixed everything and that my account was up to date. They did send me the letter that I requested stating that as of   XXXX   XXXX   my account was at a zero balance and they had notified the credit bureau of the corrections.     When I called Citimortgage in   XXXX   XXXX   to make sure my payment was back to normal the automated system informed me that I owed {$910.00} for  XXXX  's payment. When I talked to the customer service department the girl told me that since they were auditing everyone 's accounts for the end of the year that my payment was locked in at {$910.00} ( 50 % more than I normally pay ) and that I had to pay this amount for  XXXX  and  XXXX  but my payment in  XXXX  would only be {$590.00} I explained that I could n't pay 50 % more on my mortgage and the girl said she would fix it. I had the same problem the next month and in   XXXX   XXXX    Citimortgage  said the problem was fixed and sent me another letter like the last  one  stating that I had a zero balance on my account as of  XXXX .     I had contacted an attorney in   XXXX   XXXX   because I did n't know what to about all of this. I let him know I had received the second letter from them and hoped everything was worked out.  XXXX  's mortgage statement comes and it still says I owe {$1600.00} My mortgage payment should have been {$670.00}. So I called the attorney and he sent  Citimortgage  a request for a QWR. And requested that all correspondence be sent to his office. He sent the request in   XXXX   XXXX  . After we received the QWR the attorney said he had a forensic account look over it and that I did n't owe them any extra money.     And so it 's gone on like this ever since. My mortgage bill keeps going up, I ca n't get a hold of the attorney who was supposed to be helping me with all of this. I 've talked to Citimortgage several times and each time they say something different. Sometimes they say the made an error and to call back in 3 days and the problem will be fixed and other times it 's my fault and I need to pay up. There are not any Citimortgage offices anywhere in the state of Kentucky or the surrounding states to be able to talk to someone face to face. They say they will send someone to my house but that person is n't an employee of  Citimortgage  they work for a financial counseling service and ca n't help me with this problem.     When you call Citimortgage you can never talk to the same person twice. They say they do n't have extensions and ca n't transfer calls. So no one you talk to is ever held accountable for what they say to you over the phone.     I have n't heard from the attorney I originally contacted since   XXXX   XXXX   XXXX   and I 've tried several times because I want this matter resolved. I need assistance in getting this matter resolved as soon as possible, my monthly payment to be corrected and my credit rating fixed.     Thank you for your time and consideration in this matter.      XXXX   XXXX   XXXX   XXXX   XXXX   XXXX   XXXX   XXXX  KY  XXXX   XXXX

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 monetary relief