Consumer complaint received 2018-05-01 00:00:00
Product: Mortgage — Home equity loan or line of credit (HELOC)
Issue: Struggling to pay mortgage — 
Company: CITIBANK, N.A.
State: CA

Complaint narrative:
I have a HELOC with Citibank, N.A./CitiMortgage, and I have been attempting to obtain a hardship modification for approximately one year and 4 months. In XX/XX/XXXX, I received a telephone call from Citibank, notifying me that they had not received a payment from me since XX/XX/XXXX, and that I should apply for modification or hardship modification. I advised the agent that I had just been discharged from a Chapter XXXX bankruptcy, and that it was not possible that they had not received a payment from me since XX/XX/XXXX, as I filed the Chap XXXX in XX/XX/XXXX and was discharged from it in XX/XX/XXXX. I advised that not only had I paid the amounts to the court that Citi stated I owed at the time of the filing of the Chap XXXX, but that the court sent those payments to Citibank and showed a XXXX balance on those payments. I also advised that I although I made many payments directly to Citibank during the five year period of the Chapter XXXX, that I also was aware that I did not make all payments. My concern was that Citibank 's calculation of what I did owe, had to be incorrect, due to the fact that they stated that I had not made a payment since XX/XX/XXXX. I also advised that I had just made a payment a few days prior to the call. The agent advised me that I should not make payments because it would be a waste, because Citibank, in a modification, would either take the amount that I owed, and place it at the end of my loan, or waive it, depending on how my modification worked out. Approximately three different agents contacted me at different times, with the same information, until I finally seemed to have a permanent representative, XXXX XXXX, who was my representative from approximately XX/XX/XXXX, until XX/XX/XXXX,  when he stopped contacting me. When I attempted to contact XXXX XXXX, I was advised that he was in a different department and that I would have a new representative. Since approximately XX/XX/XXXX, representatives have been changed 5-7 times. During my time with XXXX XXXX, and all other representatives, I was told via letter, email and voice, that I could telephone them at any time with questions, and they provided phone numbers and extensions. At no time during the process was I ever able to reach a representative by telephone. Each time, I would call the number provided, receive an automated answer, requesting the last 6 digits of my Social Security number and zip code. Each time the automated voice said it could not find me and then requested my full SS number ; I still could not be found. I would eventually get a human, who gave me the run-a-round, and finally, they would say you have a HELOC and that's not our department, let me get you to someone who can help. Not every time, but many of the times, I would get someone who said they could make a telephone appointment for me and usually, that would be from 2 to 7 or more days in the future. During the time XXXX XXXX was my representative, I would receive a call near the scheduled appointment time. Once XXXX XXXX was no longer my representative, I rarely received a return call, which I needed to answer questions and to be certain I was sending the correct information in. For example, in approx. XX/XX/XXXX, I had another new rep, and he scheduled a call with me, but he never called. Two days later, I called and asked for a supervisor. I was told that the rep wrote in his notes that he attempted to call me, but that I had Citibank blocked on my phone and he could not get through. This was not true. Finally, I was able to make another appointment with him for XXXX XXXX in XX/XX/XXXX ; I stayed by the phone, waiting for the call until XXXX XXXX When I returned home at about XXXX XXXX, there was a voicemail received at XXXX from XXXX XXXX, advising that she was aware I had an earlier telephone appointment, but that she was now my new point of contact. It took over a week to obtain a telephone appt with her, she apologized and said she would be with me through the entire process, which would be about 30 days. Not too long after that, I received correspondence from XXXX XXXX, stating that she was my new representative. 

I mention all of the above first, but most importantly, during the past year plus, I have been asked for documents, and although, in the beginning, it was difficult to understand what was wanted, I provided documents via email and certified mail. I had proof of the certified mail, but I was told even by XXXX XXXX that documents were not received. When I advised him of the certified number of the documents and that they showed received, I would be told that I must have left some documents out. They would be requested again, I would send them again and also sent them by email. Often I would be told the documents were received, and about six weeks later, told they were not received, and I would start over again, even though I had emails from the representative, previously, advising me he had received the documents. In the latter part of XXXX, I was finally able to reach a supervisor and told them of all of the difficulties I was having with documents received, and stating not received. The supervisor/agent advised that I walk into a local Citibank and have them fax future documents to them. This was also due to my fax breaking down for a short while. Although I initially provided bank statements requested, when next I was advised they did not receive them, although previous emails stated they were received, I had to wait to obtain mailed copies from XXXX XXXX, so that I could go to Citibank and have the docs faxed to the agent requesting documentation. 

I seemed to have the same problems with all agents, in receiving documents and then not receiving them, until I began adding having a local Citibank fax the items as well as my email and mailing. 

On XX/XX/XXXX, as I opened my door, I found two XXXX XXXX   envelopes from XXXX XXXX/Citibank, N.A. with identical letters dated XX/XX/XXXX and XX/XX/XXXX, and a XXXX XXXX XXXX label showing they were both sent 2-Day at XXXX XXXX XX/XX/XXXX. These letters, attached herewith, stated that a modification had not been approved, and that I had 30 days from the date of the letter??? XX/XX/XXXX and/or XX/XX/XXXX, to request an appeal of the non-approval decision. I requested an approval prior to the 30 days, and it was sent in by email from me, by fax from the manager of a local Citibank and via USPS certified mail by me. 

I also received a letter dated XX/XX/XXXX stating that XXXX XXXX had been reassigned as my Homeowner Support Specialist, and this letter had the same information that I would receive very often, over the past year, which confused me and made me think that I was back in the running for a modification. I attempted calling XXXX XXXX, at the number listed on the letter, or to make a telephone appointment, but this had no results. Finally, I emailed her on XX/XX/XXXX requesting a telephone call, advising her of my confusion, and asking for clarification as to what I needed to do, but I received no answer. On XX/XX/XXXX, I sent an email to both the addresses of XXXX XXXX and XXXX XXXX requesting information and/or a telephone call and advising that this email was in appeal to the denied modification. 

The next time I heard from anyone at Citi was an email from XXXX XXXX, dated XX/XX/XXXX at XXXX XXXX PST ( attached herewith ), stating that my appeal had been rejected and that should submit the following documents, shown below and in the attached email. These are all of the documents that I keep resubmitting. The only difference, this time is that the dates are different on the P & L Statement. Below is cut and pasted from the letter. 
- 1st quarter ( XX/XX/XXXX-XX/XX/XXXX ) Profit and Loss statements with itemized breakdown of income and expenses - Updated XXXX form *attached* - Updated Hardship Affidavit *attached* - Updated Income and Expense worksheet *attached* - Updated 1st lien mortgage statement from XXXX - Current Property Tax Bill and Homeowners Association ( HOA ) dues statement XXXX I wrote back to XXXX XXXX on XX/XX/XXXX, requesting information as to how I should submit the documents, and outlining all of the difficulties I've had in getting this done. .In the email I wanted to know if Citi would consider my present position, in addition to the 1st quarter XXXX P & L statement, and I wanted to know how to show it to be certain it would be considered, as the following monthly figures had changed, providing me with approximately {$990.00} less in monthly payments I have to make. Below is a copy of the language I sent to XXXX XXXX. 
XXXX 1. Lower Property Insurance As Ive mentioned before, due to water damage in XX/XX/XXXX and XX/XX/XXXX, only six weeks apart, my home insurance policy was cancelled, and my insurance went from around {$600.00} a year to having to go to a subprime company at a cost of approximately, {$1900.00} a year. I was initially told I would not be eligible for standard insurance until XX/XX/XXXX. However, I have been able to obtain standard insurance, after much research, but I could not make the change until my current policy of about {$1900.00} a year, or {$150.00} a month, expired, which it did on XX/XX/XXXX. My new policy, became effective on XX/XX/XXXX, at a cost of {$770.00} per year ( I sent you a copy of the XXXX Homeowners Policy Declaration, in the email of XX/XX/XXXX,  the letter sent to Citibank, N.A., and the fax sent to Citibank by XXXX XXXX XXXX. 

2. Storage For Business Merchandise I have combined units and now save {$940.00} per month. I did this in XX/XX/XXXX, therefore, if Citi averages out XX/XX/XXXX-XX/XX/XXXX, there will be approximately, {$1800.00} expenses, that no longer exists. I wanted to know from you how to be sure that this is noticed. 
XXXX  I have proof of these changes, and attached a copy of the new insurance policy. Because my past policy only expired XX/XX/XXXX, the lower rate does not show in my bank statements for the 1st quarter of XX/XX/XXXX, and the same with the business expense that has changed, but did not change until XX/XX/XXXX. 

When I wrote this letter, requesting information, as to how long I have to submit the information requested on XX/XX/XXXX via email,, and requesting a telephone call so that I could better understand what's happening, I did not receive any response until today, XX/XX/XXXX, dated XX/XX/XXXX, via US mail, I received a letter from Citibank stating I have 14 days from XX/XX/XXXX to payoff my loan or possibly be in foreclosure. 

When I emailed XXXX XXXX on XX/XX/XXXX, requesting information, I also stated that I can't keep cancelling doctor appointments because I continue to jump for Citibank. I advised on XX/XX/XXXX that I had a doctor 's appointment on XX/XX/XXXX, at XXXX XXXX, that I could not cancel. When I returned home from the doctor that day, although there was no message, my caller ID showed that Citibank called at XXXX XXXX on XX/XX/XXXX. I keep wondering if that's just to pretend that an attempt was made to contact me. 

I have been living in fear for a year and 3 months and jumping each time Citibank wants me to do something that I've done before. This has interfered with me running my business, and taking care of my health, which is causing severe consequences for me. 

I would like to be treated fairly, and am so sorry to Citibank that I have gotten in this position, but Citibank is contributing. You can't make plans when you're concerned you will be put out of your home. The people they have come and bang on my door, announcing outside, loudly that my mortgage holder wants to know if I still live here. This makes me very uncomfortable and feel that if I don't open the door the person, they will keep screaming about my financial difficulties so my neighbors will hear. I am afraid to exhibit at a consumer show or work a show that would be 5 days, out of town, because I don't feel my home is safe. 

I am hoping for the opportunity to obtain a modification, and not be on pins and needles, and not feel threatened. XXXX XXXX told me I was in foreclosure, no one else said that. She also stated that I was denied a modification because I have a first mortgage, although letter states something a little different. It actually seems that every rep I have says something a little different. 

I have many more documents, and emails, but since the CFPB stated this is sent to Citibank, I'm passing on sending additional, numerous documents, but will provide them if requested.

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