In XX/XX/XXXX I was accepting into the XXXX program and was forced to resign my full-time job. I had money saved to cover my mortgage payments for several months with the expectation of finding a part-time job. Unfortunately, and unbeknownst to me, my coursework and XXXX XXXX would not allow me to work while in school. In XX/XX/XXXX, I contacted CitiMortgage to inform them of my financial situation and to make them aware that my XX/XX/XXXX-XX/XX/XXXX payments would be late, this was done with full intention of paying my past due payments with my anticipated tax refund. I was told that a Citi representative by the name of XXXX XXXX would be contacting me to discuss all options available to me. On XX/XX/XXXX @ XXXX XXXX I received a phone call from Mr. XXXX who then informed me that due to the type of loan I had, no options were available to me. I have a conventional mortgage serviced directly through CitiMortgage so I was unsure as to what he was referring to. 
__________________________________________________________________________________ XX/XX/XXXX-I contacted XXXX ( XXXX XXXX XXXX XXXX XXXX ) to discuss the conversation that I had with Mr. XXXX and was again told that I have a regular conventional mortgage but that they would act as the direct contact with the mortgage company in the event that I was unable to pay my mortgage. Only after I was 3 months late was I contacted by XXXX. 
___________________________________________________________________________________ As of the date of this complaint, I have submitted payments totaling {$5600.00} which covered my payments from XX/XX/XXXX-XX/XX/XXXX, with the payments from XX/XX/XXXX-XX/XX/XXXX past due. My loan mitigation efforts have been unsuccessful as Citi has repeatedly requested an excessive amount of documents and once submitted have requested duplicates. In XX/XX/XXXX I received mailed notification that my file was complete, however, weeks later the original court order for my child support was requested which is irrelevant to any decision because the actual payment history has been submitted. During purchasing underwriting the very same documentation was submitted to CitiMortgage without any request for the order itself which has been in effect since XX/XX/XXXX. During the period from XX/XX/XXXX-XX/XX/XXXX I have been repeatedly harassed, intimidated and placed under undue stress due to the tactics of CitiMortgage. Multiple times during the weeks I would receive intents to foreclose via mail and certified mail although I had submitted the required documentation for the forbearance and had also submitted past due payments. I also received documentation from the State of Maryland informing me that an intent to foreclose had been submitted. In XX/XX/XXXX, I was contacted by my neighbor informing me that a man was canvassing my home and taking pictures. On XX/XX/XXXX, I received a packet from Citi, notifying me that my home had been appraised and a copy of the valuation was being submitted to me for my review. Ive made every attempt to get assistance during this distressing financial period but Citi has done nothing to assist me whatsoever. It is my belief that due my low interest rate of 2.625 % and a home valuation above my purchase price, I do believe that Citi has stalled and has had no intention to assist me. The unethical practices of CitiMortgage have caused me a great deal of stress and the efforts that I have made well in advance have been in vain. 
_________________________________________________________________________________ The purchase price of my home was {$170.00}, XXXX, however, my loan amount is {$170000.00} with {$6700.00} allotted for wish list items and improvement that I desired to make to the property. My contractor has only completed 50 % of the one project and has not completed the other project at all due to Citi refusing to release the remaining portion of the funds needed to complete the fence installation. Interest is still accruing on this amount that Ive been unable to utilize. I asked Citi if the additional funds could be applied to the mortgage amount and was told it wasnt possible.

__________________________________________________________________________________ I am seeking resolution in regards to the mortgage as well as the {$6700.00} additional funds that are still in escrow that I have not been able to access since early XX/XX/XXXX. I am graduating from XXXX school on XX/XX/XXXX and plan to return to work shortly thereafter. Below are the emailed communications between XXXX, CitiMortage and myself. Additional backup documentation is available for your review upon request. Thanks in advance for your assistance. 
XXXX XXXX XXXX XXXX Wed XX/XX/XXXX, XXXX XXXX Greetings, Thank you for being a valued XXXX homeowner, XXXX   attempted to contact you today without success. This is a friendly reminder that your account is currently 3 payments past due. Please submit your monthly mortgage payment as soon as possible. It is important for you to return the call to XXXX MAP Department at XXXX XXXX ext. XXXX. It is XXXX goal to work with you to bring the loan current, and prevent foreclosure. XXXX will continue to provide assistance as long as you own the home, and do not refinance away from the XXXX purchase loan. Please give us a call XXXX MAP ADVOCATE XXXX XXXX XXXX XXXX XXXX XXXX XXXX | XXXX ext # XXXX| Wed XX/XX/XXXX, XXXX XXXX Ms. XXXX , Thank you for your email. I am a XXXX student and am usually not available during the day. You've only contacted me on one occasion today and I'm asking that you do not contact my grandmother at XXXX, I find it very disturbing that you're divulging my information via telephone to a party who is not involved. My grandmother was just released from the hospital on last week due to a XXXX XXXX and today is the birthday of her husband who passed away recently so you can imagine that you've caused her much distress today which is unnecessary. I contacted XXXX and Citi Mortgage in XX/XX/XXXX to make both parties aware that I was not longer worker but requested a temporary forbearance and neither offered me any assistance. I told them that my payment would be late XX/XX/XXXX through XX/XX/XXXX but again no one offered me any assistance. I'm not 3 months behind, as I made a full payment on last week in the amount of {$1100.00}. If I could be offered a temporary solution to help me catch up on the remaining payments that would be appreciated. Again, please do not call my grandmother again, this is very upsetting to her and to me as well, if you don't reach me by phone I can respond by email. I am in school during the day and can only be reached after XXXX. 
_____________________________________________________________________ **XXXX XXXX  XXXX Thu XX/XX/XXXX, XXXX XXXX Ms. XXXX Thank you for your prompt response to this matter. I do apologize for the inconvenience. I reviewed the notes, and I dont see any notations in the system from XX/XX/XXXX. I do see we received a call in XX/XX/XXXX where a payment arrangement was made. We receive a report every Friday, and as of XX/XX/XXXX the last payment Citi received was XX/XX/XXXX. The report states the account is 90 day late and the balance due on the account is {$3600.00} dollars. Once we receive our report for tomorrow XX/XX/XXXX it should reflect the payment made last week. We do assist our homeowners with facilitating a repayment plan, forbearances, and modifications. If you are interested in any of the options please follow-up. 

XXXX | XXXX ext # XXXX XXXX ** Thu XX/XX/XXXX, XXXX XXXX Ms. XXXX , Thanks for your reply. I did indeed call more than once in XXXX and made mention that due to my XXXX XXXX   schedule I can no longer work full-time. The woman that I spoke to told me I was not eligible for any assistance, I also called Citi and was told the same. Im XXXX in XX/XX/XXXX and will return to work shortly thereafter, I would like to apply for a forbearance to assist me during this financially difficult time. 
XXXX XXXX XXXX XXXX Fri XX/XX/XXXX, XXXX XXXX Ms. XXXX, Please submit a financial hardship package, and we will submit for a Forbearance. I have listed the documents below that will be needed. 

Please fax the requested documents before a phone counseling session by using your XXXX fax coversheet ( see attached ) or upload the documents to your web file. I have provided step by step instructions on how to upload the documents to your web file below. In addition, use your fax coversheet when faxing in your documents into your XXXX file. We will not accept personal faxes due to the volume of membership. Please send the following documents : Please write or type a hardship letter on what happed, or caused you to fall behind on your mortgage be very detailed by giving a specific dates. Make sure letter is signed and dated. Please make sure you sign and date letter. 
XXXX XXXX Form ( see attached ) On line 1a place your first and last name. On line 1b, place your social security number. On line number 3 please write your first and last name, then your physical address, city, state, zip. On line 6 place the number XXXX. Place a check in the box 6a. On Line 9 please place these dates XX/XX/XXXX,XX/XX/XXXX. Place a check in the signatory attests box. At the bottom of the form, sign your first and last name. Place the date, and your phone number. 
Client Authorization Form ( see attached ) -Please complete, sign, and date. 
2 most recent Bank Statements. Statements must be official ; your servicer will not accept transaction history. They must look like the statements we receive in the mail. Please include all pages to each statement, even if the last page is blank. 
Mortgage Statement-most recent Property Tax Bill- most current Homeowners Insurance Declaration Page-most recent Utility Bill ( most recent ) - this proves you live, and occupies the property. Lights, gas, or water. 
XXXX and XXXX XXXX XXXX XXXX. Please include all Schedules. Please sign and date page 2 ( on both tax returns ). Please include XXXX and XXXX XXXX and/or XXXX. Please include all pages to each return even if they are blank. 
Most recent Homeowners Association Statement Please comply with the request ASAP! We value you as a XXXX Member and our goal is to assist you diligently. After you have faxed the requested documents, please allow 24 hours for the documents to upload in your web file and contact MAP Advocate at XXXX Ext XXXX to schedule a phone counseling session. Our goal is to discuss a plan of action and submit your hardship package for review. I would like to thank you for your time and cooperation for allowing XXXX to assist you. 
___________________________________________________________________ XXXX XXXX XXXX Thu XX/XX/XXXX, XXXX XXXX  I found your documents, they didnt go to the file as should. Technology issues. I will be following up with you to submit your file to the mortgage company for a forbearance. 
___________________________________________________________________ ** Fri XX/XX/XXXX, XXXX XXXX I have exams all next week but will be available between XXXX-XXXX on Monday XXXX From : XXXX XXXX XXXX Sent : Friday, XX/XX/XXXX XXXX XXXX To : ** Subject : RE : XXXX ID ** ** I received all the documents, we need to schedule a counseling session, and submit the file to the mortgage company. I am available Monday-Friday of next week XXXX. I go to lunch XXXX. Please let me know when you are available. 
XXXX MAP ADVOCATE XXXX XXXX XXXX XXXX XXXX   _____________________________________________________________XXXX XXXX All documents requested by XXXX for the purpose of requesting a forbearance was submitted to CitiMortgage. 
XXXX Homeowner Support Specialist Documents needed XXXX XXXX XXXX, XXXX XXXX XXXX Wed XX/XX/XXXX, XXXX XXXX Good Morning ** I hope all is well. My name is XXXX XXXX. I will be your Single Point of Contact. I do see you are working with XXXX as well. These will be the documents needed for review. I apologize but I will be out of the office next week. Please do work on sending in the documents. My document team will make sure the information is uploaded and reviewed. 

These can be faxed to XXXX or emailed to XXXX. ( Place your account number and full name on all pages ) Please do not send them only to me in case I am not in the office. 

XXXX 30 days proof of income ( please keep the income up to date as you are paid ) _____ XXXX Taxes all pages ( 2nd page of the XXXX needs to be signed and dated ) _____ XXXX attached Line 1A,1B, 3, Sign, date, check signatory box and put your phone number _____ Workable Solutions ( Form XXXX ) _____ Dodd Frank Certificate _____ Home Owners Association showing you are current. Or a letter signed and dated stating you do not have one.

Thank you for choosing Citi, Have a good day. 

Remember, during any point of your treatment review you can reach me by telephone at XXXX, EXT. XXXX. Monday Thursday XXXX XXXX  XXXX XXXX ( CST ), Friday XXXX XXXX XXXX XXXX ( CST ) or email me at XXXX XXXX look forward to working with you. 



XXXX XXXX Single Point of Contact XXXX Re : Homeowner Support Specialist Documents needed XXXX XXXX ** Wed XX/XX/XXXX, XXXX XXXX Good evening Ms. XXXX, Thank you for your email. Attached are the documents that you've requested as well as some of the supporting documentation that was provided to XXXX this week. Due to the size of the documents, additional supporting documentation will be provided in a separate email. In the event that you need to contact me, email would be the best way of communication at this time as I am in class during the week. 
XXXX Wed XX/XX/XXXX, XXXX XXXX Ms. XXXX, I received communication from CITI on last week and have submitted the same documents to them that you requested. Will I receive further communication with them or only from XXXX? 
____________________________________________________________________ XXXX XXXX XXXX Thu XX/XX/XXXX, XXXX XXXX  I am so sorry, we are having some technology issues over here with your file. I have made my supervisor aware of this issue, and are on top of getting it resolved. I am sorry you had to send the documents yourself. You may continue to get communications from them, but do not send them any more documents. The purpose of you using our service is for us to send the documents on your behalf. At this time, I will reach out to Citi for an update, and follow-up with you. 
XXXX XXXX, XXXX XXXX XXXX Tue XX/XX/XXXX, XXXX XXXX Good Afternoon ** I hope all is well. Thank you for sending in documents. I did review them and I will need the following. 
These can be faxed to XXXX or emailed to XXXX. ( Place your account number and full name on all pages ) Please do not send them only to me in case I am not in the office.

_____ 2 Months bank statements all pages ( XXXX / XXXX. Do keep these up to date as they are received ) _____ Food Stamp award letter Thank you for choosing Citi, Have a good day. 
Remember, during any point of your treatment review you can reach me by telephone at XXXX, EXT. XXXX. Monday Thursday XXXX XXXX XXXX XXXX ( CST ), Friday XXXX XXXX XXXX XXXX ( CST ) or email me at XXXX .I look forward to working with you. 
XXXX XXXX, XXXX XXXX XXXX Wed XX/XX/XXXX, XXXX XXXX Good Afternoon ** Thank you. I got them. I sent them to be uploaded to our systems. 
Thank you for choosing Citi, Have a good day. 

Remember, during any point of your treatment review you can reach me by telephone at XXXX, EXT. XXXX. Monday Thursday XXXX XXXX XXXX XXXX ( CST ), Friday XXXX XXXX XXXX XXXX  ( CST ) or email me at XXXX .I look forward to working with you. 
XXXX XXXX, XXXX XXXX XXXX Mon XX/XX/XXXX, XXXX XXXX Good Afternoon ** I hope all is well. Thank you for sending in documents. I have requested that your file be sent over to processor for review. They will review the account in details to see if anything else is needed. I will follow up next week. 

XXXX XXXX Fri XX/XX/XXXX, XXXX XXXX Good afternoon Ms. XXXX, Are there any updates concerning the forbearance? I received an email from CITI on Monday to make me aware that my documents had been uploaded. 
Thanks, __________________________________________________________________ XXXX XXXX XXXX Mon XX/XX/XXXX, XXXX XXXX Hello, The last update we received was on last Monday XX/XX/XXXX stating file submitted to processor for review. AT this time they are reviewing all documents submitted. I will be following up in a couple of days for another update. 
_________________________________________________________________ Mon XX/XX/XXXX, XXXX XXXX Good morning Ms. XXXX, I was just preparing to email you. This morning Ive scheduled the payment of XXXX and XXXX mortgage payments to be delivered on tomorrow, if approved I would like to request that the forebeafance begin effective for the month of XXXX. Im in class the remainder of the week, I can be reached by email. 
XXXX XXXX XXXX XXXX Wed XX/XX/XXXX, XXXX XXXX Good Morning Ms. XXXX, The last update we received was on last Monday XX/XX/XXXX stating file submitted to processor for review. At this time they are reviewing all documents submitted. I will be following up in a couple of days for another update. I will get this payment information noted in the system as well. Our report for this week should reflect those payments made. If extended a forbearance the mortgage company will decide when it will start and, end. Please keep in mind apply for forbearance is not a guarantee. Please continue to seek efforts in making your mortgage payments. I will continue to follow-up with you via email the remainder of the week. 
XXXX XXXX, XXXX XXXX XXXX Wed XX/XX/XXXX, XXXX XXXX Good Afternoon ** I hope all is well. I apologize I need the following updated. Please use the XXXX, we can now pull the tax transcripts for XXXX. 
These can be faxed to XXXX or emailed to XXXX. ( Place your account number and full name on all pages ) Please do not send them only to me in case I am not in the office. 
XXXX XXXX bank statement all pages _____ XXXX attached Line 1A,1B, 3,  Sign, date, check signatory box and put your phone number _____________________________________________________________________ XXXX, XXXX XXXX XXXX Fri XX/XX/XXXX, XXXX XXXX Good Afternoon ** I hope all is well. Thank you for sending in your documents. My processor has reviewed the file and is requesting the following by XX/XX/XXXX. 
These can be faxed to XXXX or emailed to XXXX. ( Place your account number and full name on all pages ) Please do not send them only to me in case I am not in the office.

1. Current child support documentation showing required amount to be received 2. Food stamp award letter 3. Two months most recent bank statements for account XXXX, also provide letter explaining the source of funds for any deposit to the accounts {$100.00} or more that is not a payroll direct deposit also provide supporting documents if applicable 4. Letter explaining the source of funds for the following deposits to account XXXX XX/XX/XXXX for {$230.00}, XX/XX/XXXX for {$140.00} ___________________________________________________________________ XXXX XXXX XXXX Tue XX/XX/XXXX, XXXX XXXX Hello **, Citi mortgage is requesting some additional documents as of XX/XX/XXXX. I have provided you with a list of the information they are requesting. They are giving you until XX/XX/XXXX to get the additional documents to them. 

ADRL Gen due by XX/XX/XXXX. 
1. Current child support documentation showing required amount to be received 2. Food stamp award letter 3. Two months most recent bank statements for account XXXX, also provide letter explaining the source of funds for any deposit to the accounts {$100.00} or more that is not a payroll direct deposit also provide supporting documents if applicable 4. Letter explaining the source of funds for the following deposits to account XXXX XX/XX/XXXX for {$230.00}, XX/XX/XXXX for {$140.00} ___________________________________________________________________ XXXX, XXXX XXXX XXXX Thu XX/XX/XXXX, XXXX XXXX Good Afternoon ** I hope all is well. Thank you for sending in your documents. As of XX/XX/XXXX your file has been sent for under writer review. Please keep in mind the under writers can take 30 days to review and make a decision. I will keep in contact with you on a weekly basis while we are waiting for a response. If anything is needed I will let you know asap. 



XXXX XXXX, XXXX XXXX XXXX Thu XX/XX/XXXX, XXXX XXXX Good Afternoon ** I hope all is well. As of XX/XX/XXXX your file has been sent for under writer review. Please keep in mind the under writers can take 30 days to review and make a decision. The next few emails that I send will consist of the same information. I apologize in advance. As soon as my under writer reviews the file or if anything is needed I will let you know. 
XXXX XXXX XXXX XXXX Tue XX/XX/XXXX, XXXX XXXX Good Morning, I am required to reach out weekly due to the delinquency of the loan, and of course your forbearance review. As of XX/XX/XXXX Citi is reporting your XX/XX/XXXX mortgage payment now 44 days late, have you made your XX/XX/XXXX mortgage payment in the last 7 days? The forbearance review is pending underwriting review as of XX/XX/XXXX. No additional documents are being requested at this time. Please keep in mind the forbearance isnt a guarantee. 
___________________________________________________________________ ** ** Wed XX/XX/XXXX, XXXX XXXX XXXX XXXX XXXX ; Homeowner Support Quality Communication I do not have those documents, when I purchased the home those documents were not requested and the order information including the biweekly payment amount was sufficient. This order has been in place since XXXX XXXX XXXX XXXX Wed XX/XX/XXXX, XXXX XXXX  XXXX, XXXX XXXX ; Homeowner Support Quality Communication The court ordered amount is {$980.00} and the monthly amount received is {$900.00} as fully documented XXXX XXXX, XXXX XXXX XXXX Wed XX/XX/XXXX, XXXX XXXX Good Afternoon ** Thank you for emailing me. the information received is a payment summary. The under writer needs the document you received in court with the judges signature advising of the child support. The Payment summary from Human Resources is not valid. 
These can be faxed to XXXX or emailed to XXXX. ( Place your account number and full name on all pages ) Please do not send them only to me in case I am not in the office.

1. Current child support documentation showing required amount to be received- borrower provided same documentation provided previously this is not sufficient. We need actual child support court documents. 
XXXX XXXX, XXXX XXXX XXXX Wed XX/XX/XXXX, XXXX XXXX Good Afternoon ** I apologize but the under writers will not review the account without it. I would suggest contacting your attorney or county courts to see if you are able to obtain a copy. 
These can be faxed to XXXX or emailed to XXXX. ( Place your account number and full name on all pages ) Please do not send them only to me in case I am not in the office.

1. Current child support documentation showing required amount to be received- borrower provided same documentation provided previously this is not sufficient. We need actual child support court documents.

Thank you for choosing Citi, Have a good day. 
___________________________________________________________________________________ ** ** Wed XX/XX/XXXX, XXXX XXXX XXXX, XXXX XXXX ; Homeowner Support Quality Communication I have been submitting documents since XXXX and this had never been requested. When I was going through underwriting that document was not requested and the payment summary was submitted and approved as it correlated with the banking information as well, which is why Im so puzzled as to why the court order is being requested now and was not requested during the purchasing phase. It would take time to get that document and Im unable to retrieve it at this moment. 
________________________________________________________________________________ ** ** Wed XX/XX/XXXX, XXXX PM XXXX, XXXX XXXX ; Homeowner Support Quality Communication Ms. XXXX, Im puzzled about this process as Im not seeking a modification and have only requested a forbearance and am questioning why there is an underwriter. 
_____________________________________________________________________________________ ** ** Wed XX/XX/XXXX, XXXX XXXX XXXX, XXXX XXXX ; Homeowner Support Quality Communication Im preparing for my final exam which is tomorrow I will no longer be able to reply to these emails tonight as it is causing me undue stress at this moment. 
____________________________________________________________________________________ XXXX XXXX Thu XX/XX/XXXX, XXXX XXXX XXXX, Citi mortgage is requesting a copy of the actual court order for child support. Please fax to file. 

Thank You, XXXX XXXX XXXX XXXX, XXXX XXXX XXXX Fri XX/XX/XXXX, XXXX XXXX Good Afternoon ** I hope all is well. I apologize but our under writers review for all options. A forbearance plan would end in a balloon payment just so you are aware. I can also try to get your account reviewed for the unemployment program but I would need proof of the following. 
These can be faxed to XXXX or emailed to XXXX. ( Place your account number and full name on all pages ) Please do not send them only to me in case I am not in the office.

Under writer review 1. Current child support documentation showing required amount to be received- borrower provided same documentation provided previously this is not sufficient. We need actual child support court docs. 
OR Unemployment program or each borrower who is unemployed AND receiving government sponsored Unemployment Benefits : - Copy of two most recent bank statements.

- Copy of official Unemployment Benefit statement showing the specific dates approved for benefits and the amount. 
For each borrower who is relying on alimony or child support as qualifying income : - Copy of divorce decree, separation agreement or other written agreement or decree that states the amount of the alimony or child support and period of time over which it will be received. 
- Proof of full, regular and timely payments ; for example deposit slips, bank statements, court verification or filed federal tax return with all schedules For each borrower : - Proof of any financial assets ( CDs, bonds, etc. ) - A recent utility bill must be submitted to verify you currently occupy the property. 
XXXX Fri XX/XX/XXXX, XXXX XXXX XXXX, XXXX XXXX ; Homeowner Support Quality Communication I dont feel as if you are trying to help me at all. Ive just paid {$5000.00} in payments and Im still in the same position as when I began. I first reached out in XX/XX/XXXX prior to any late payments and was told by XXXX XXXX that no options were available to me. Then only after being late and reaching out a 2nd time did I now have communication. As of that date its been nothing more than constant certified threatening letters and packages, constant and weekly harassment via mail. Ive made all of those payments and you still insist on sending me letters threatening me instead of assisting me. Im not unemployed through usual means, I am a XXXX student who is completing my program on XX/XX/XXXX. I truly dont understand the philosophy of Citi, where is the help? It seems that youre just dragging your feet with the hopes of having my house, hence, a need for an appraisal. You cant have my house, Im working towards something great for me and my son and Ive asked for a temporary solution so that I can complete my goal without all of this unnecessary stress. Either youre going to assist me or not. I dont have an 8 yr old decree that was never requested when I purchased the house, its the same exact information that I submitted to the underwriter then that Ive resubmitted at this time. It would take time for me to get such a document and it seems that your repeated request of documents is only an attempt to reset the timeline. I dont feel assisted Im feeling that youre attempting to place me in a disadvantaged situation. 
XXXX Tue XX/XX/XXXX, XXXX XXXX I saw your email and Ive already told them that I dont have that order ___________________________________________________________________ ** Tue XX/XX/XXXX, XXXX XXXX It seems to me that Im getting the run around and that shady practices are in play. As fully documented I have been requesting assistance since XX/XX/XXXX and have yet to receive the assistance that Ive requested. Ive paid almost $ 5k in payments recently and Im still in the same position. The constant harassment and threats via mail is excessive but yet no assistance whatsoever. Requesting a document that was not required by the underwriter during purchasing is questionable to me considering the decree has nothing to do with the payment history that has been consistent for 8 yrs. Therefore, this only leaves me to believe that it is not the intent of CitiMortgage to offer me assistance therefore I shall not be harassed nor threatened any longer. Im graduating in XXXX and that is my current focus, please refrain from calling me as I am only available via email. 

** ____________________________________________________________________ XXXX XXXX XXXX Tue XX/XX/XXXX, XXXX XXXX I am required to call once a week if the account is 30 days or more past due ; per our contract with Citi. I am required to call all numbers on fi