Consumer complaint received 05-11-2016 about Mortgage (FHA mortgage) with CITIBANK, N.A. (GA).
Issue: Loan servicing, payments, escrow account

Complaint: Home is scheduled for foreclosure sale on XXXX XXXX, XXXX. My home burn in XX/XX/XXXX, I had insurance that covered my home and paid it in full on XXXX/XXXX/XXXX. I have been getting calls from CitiMortgage stating that I was delinquent on my payments. In XXXX XXXX, I began to make payments for a trial modification of {$410.00} for four ( 4 ) months totaling {$1600.00}. After that I paid two ( 2 ) payment of {$530.00} totaling {$1000.00}. The total paid during this time was {$2700.00}, my home was already paid in full. I was just unaware of this status. I received a letter form CitiMortgage 's attorneys informing me of a sale date on my home. I subsequently, contacted my local HUD Certified Housing Counseling Agency ( XXXX XXXX XXXX XXXX XXXX , XXXX ). As a part of the intake packet they requested that I bring all documents related to the home. I informed XXXX XXXX that I did not have them because the burn in the house fire in XX/XX/XXXX. She recommended, that I go to the court house and request copies. I did as request and arrived for my appointment on XXXX/XXXX/XXXX @ XXXX pm. As we began to review my document XXXX XXXX said, " your house is paid off ''. I had gotten a copy of the Cancellation of Deed to Secure Debt. She explained that it meant that I owned my home outright. We stopped and called CitiMortgage to speak with XXXX XXXX, XXXX Support Specialist. We never go to speak with her because XXXX XXXX ( # XXXX ) misrepresented the facts. 1 ) he told us she was gone for the day, which turned out not to be true because when he transferred us to make an appointment she was in the office and will to call us back at XXXX. 2 ) When XXXX XXXX informed him that my home was paid in full, he seemed surprised. He asked for copies of our documentations. She asked if they could be emailed, he informed her that they do not have an email process to accept docs. However, I noticed an email address on one of the letters from XXXX XXXX to send electronic docs as I was completing this form. XXXX XXXX requested copies of my docs be faxed to her office, as of this day they have not arrived. XXXX XXXX asked that XXXX XXXX read the Cancellation of Security Deed to him and she did. XXXX ) We scheduled an appointment with XXXX XXXX for XXXX XXXX CST ( XXXX EST our time ) on XXXX/XXXX/XXXX. I arrived at XXXX EST to XXXX XXXX to finish paperwork from the previous meeting. At XXXX EST ( XXXX CST their time ) we still had not received a call from XXXX XXXX. XXXX XXXX and I placed a call to her office. We were informed that she called us and was unable to reach me. This could be possible because we verified the number on Monday before we ended the call. They stated that the last XXXX number dialed were XXXX instead XXXX. I asked if XXXX XXXX was available to talk with me. Placed on hold and told she was gone for the day. I asked why she would call the wrong number when we verified numbers on Monday. Placed on hold again and this time told she would call me back at XXXX. I got frustrated and told the lady I was tired the run around and that I was going to file a CFPB complaint against them. I want to know why are trying to steal my home when it is paid full. How can they foreclose on a paid home?

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