Consumer complaint received 2016-08-30
Company: CITIBANK, N.A.
State: FL
Product: Mortgage
Sub-product: Conventional adjustable mortgage (ARM)
Issue: Loan modification,collection,foreclosure

Complaint:
Our firm, XXXX XXXX, is monitoring our client 's request for mortgage assistance with CitiMortgage ( " CMI '' ) to help facilitate the process and ensure CMI 's compliance with Regulation X. For the past several months, CMI has failed to act diligently and continues to send requests for documents that were previously provided or that are not needed. Our client submitted her loss mitigation application on XXXX XXXX, 2016 via fax. A hard copy was sent via certified mail one day later, which CMI received XXXX XXXX, 2016. When the application was submitted, no sale date was scheduled ; but a sale date was later scheduled for XXXX XXXX, 2016. CMI failed to inform the Borrower whether her application was complete or not until a month later when it sent us an email XXXX XXXX requesting additional documents ( XXXX for contributor ; HOA payment & balance information ; hardship affidavits ; Dodd Frank form ; and letter stating no business bank account ). We received another email on XXXX XXXX requesting a XXXX form. All of the requested items were faxed to CMI XXXX XXXX and hard copies of documents were sent via certified mail attached to a RFI asking whether the package was now complete. 
Then on XXXX XXXX, we received an email from CMI requesting the following documents:1 ) non-borrower authorization form ; 2 ) non-borrower proof of residency ; 3 ) HOA information ; 4 ) current P & L statement with bank statements XX/XX/XXXX-XX/XX/XXXX ( letter of explanation " for any deposits over $ XXXX '' ) ; 5 ) current P & L statement, business bank statements to XX/XX/XXXX-XX/XX/XXXX & letter of explanation " for any deposits over $ XXXX-non-borrower '' ; 6 ) letter of explanation ( " LOE '' ) how often bonus is received for borrower & non-borrower ; and 7 ) 30 days of consecutive paystubs for borrower & non-borrower. On XXXX XXXX, we submitted the following items to CMI via fax:1 ) LOE regarding HOA fee amount, frequency, & balance with letter from the HOA also ; 2 ) authorization form for non-borrower ; 3 ) proof of occupancy for non-borrower ; 4 ) 30 days of paystubs & LOEs regarding bonus pay for borrower & non-borrower ; 5 ) borrower bank statements for XX/XX/XXXX-XX/XX/XXXX & list of all deposits over $ XXXX ; 6 ) non-borrower bank statements for XXXX-XX/XX/XXXX & list of all deposits over $ XXXX ; and 7 ) non-borrower LOE stating no self-employment income. On XXXX XXXX, we received an email from CMI stating documents were complete. 
Subsequently, CMI called our firm stating the following items were now needed : updated P & L statement & business bank statements for borrower even though CMI was already informed there was no business account. We faxed the updated P & L the same day, XXXX XXXX. On XXXX XXXX, we were again told no more documents were needed and the loan was in underwriting. Despite the foregoing, we received an email XXXX XXXX requesting information about deposits for {$1000.00} each on XX/XX/XXXX and XX/XX/XXXX. Please note those were n't included in the previous LOE on deposits because CMI only asked for deposits over $ XXXX. The deposit information was faxed to CMI on XXXX XXXX. Due to the ongoing review, we petitioned the court and got the sale date reset for XXXX XXXX so CMI could complete its review. CMI sent a letter to our client dated XXXX XXXX stating it would not review her because the documents were n't sent by the program deadline. We then sent a Notice of Error explaining all the documents were submitted and also reached out to CMI, who assured us the file would be resubmitted for review. During the call, the CMI rep asked that we provide the borrower 's XX/XX/XXXX bank statements. We sent CMI the statement on XXXX XXXX and received confirmation the package was complete and under review for a THIRD time on XXXX XXXX. About a week later, the client personally received an email from CMI requesting an unreasonably long list of documents, some of which were already provided and others that are just ridiculous and unnecessary.

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