Consumer complaint received 2015-10-13
Product: Mortgage — Conventional fixed mortgage
Issue: Loan servicing, payments, escrow account — 
Company: CITIBANK, N.A. (GA)

I discovered that late charges were being added to my account after my account was transferred from One Main Financial to CitiFinancial, XXXX, XXXX office around XX/XX/XXXX. When I asked CitiFinancial about this they could not give me an answer. I finally read on the back of my statement that any payment made would apply to interest and principal only. No amount was being applied to the late charges they could not identify. The XXXX, XXXX office is now closed and the account has been transferred to XXXX, XXXX. They have agreed to apply any overage I pay on my mortgage payment to the late charges. However, I am being told that if I owe as much as one {$1.00} late charge that I am being sent a Homeownership Counseling letter that is required of them by the Consumer Financial Protection Bureau. I called the phone number in the letter and a complaint was made to you in my behalf. Your response was that you could not accept my complaint unless it was signed, therefore, I was told to go on line to file my complaint. I also am receiving collection calls prior to my grace period days being up because of the Consumer Financial Protection Bureau. I am also being treated in the same manner when I use the telephone to make my monthly payment because of the Consumer Financial Protection Bureau. The first thing they say to me after I tell them I am calling in my payment is " This is an attempt to collect a debt and information you give may be used for that purpose. This call may be recorded etc. " They tell me that they will continue to make collection calls to me every month and use the collection language every time I call to make a payment until the unidentified late charges are cleared up. On XX/XX/XXXX I received a letter from XXXX XXXX stating he had been unable to contact me. He called while I was at work and I told him I would call him back. I called back and left a message that I was returning his call. I called back on the next day they were in the office and spoke with a lady and she said she would tell him I called. All this took place before he sent the letter on XX/XX/XXXX. I consider myself a decent customer paying on time. At least XXXX % of my monthly social security check is being paid to CitiFinancial. They received Bailout Money from the Federal Government but, they would not lower my interest rate and they did not offer HARP loans. My home is underwater, has been devalued over 80 %. They send me offers from various lenders to refinance but, the lenders will not refinance unless I pay the difference in what I owe and the amount they will finance. Also I must reside as a primary resident in the home for six months before they will even consider refinancing at all. I have asked for the Center Manager, XXXX XXXX XXXX to call me but she has never called. I saw a program about something similar to my case on TV, only the people could not pay. They wound up letting the bank foreclose and then buying it back from an investor. I am XXXX years old and I can not handle being treated this way. I am in fear of having a XXXX or a XXXX XXXX from getting so upset by the way I am being treated by the so called requirements of the Consumer Financial Protection Bureau. Also, YOU never returned my call before the first complaint was filed. Adult Protection Services will be my next call for this abuse I am going through for such a few dollars. Right now it is down to {$300.00} but, I do not have the money to pay this in full to keep from being harassed even if I can keep my home.