Consumer complaint received 2018-03-28 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — 
Company: CITIBANK, N.A.
State: FL

Complaint narrative:
On XX/XX/XXXX hurricane Irma hit South Florida. I was one of the many affected by her wrath. In addition to the huge expense she cost my family with the lack of power communication and small damages, and husband not working, she was kind enough to destroy my roof in the one section of my house and causing some leakage in other areas. I filed for FEMA aide right away and was denied for reasons that I still don't understand? I also put a claim in with my insurance company on the roof and hired a public adjuster which as of today we still have no settlement. Anyway, That same week the word was out that citi mortgage was allowing victims of hurricane Irma a forbearance program to help out with the damages and expenses. Well it didnt help me out its caused more damage that I will soon explain to you. 
I was assigned to XXXX XXXX and as my loan consultant for the-disaster relief program at Citi, she explained how The program worked and what was expected of me and I agreed. I had until XX/XX/XXXX to make sure the forbearance was paid in full. 
By beginning XX/XX/XXXX I still had no idea how long it was going to take for the adjusters to come to an agreement on the value of my roof damage and my husband and I already had plans and with the XXXX Of XXXX to renovate our property and we received the master permit. So we contacted XXXX XXXX XXXX XXXX the last week of XX/XX/XXXX and started moving forward on an FHA XXXX loan to repair damages and make our improvements to our home. Obviously with the refi theres a pay off and in that pay off are the two forbearance payments that We decided to skip. Plenty of time to get this done right? Citi gets their money we get our roof fixed and our property renovated, everybody wins! Well thats not what happened. We got a conditional clear to close on XX/XX/XXXX and it was like pulling teeth to get citi mortgage to give us the information needed for underwriting with our new lender to explain the forbearance program. I had numerous calls appointments made and emails into the new loan consultant that I was assigned to XXXX XXXX, but unfortunately did not get what I needed to close my loan for the month of XXXX. After numerous complaints and hours upon hours on the phone with Citi mortgage, I finally started making headway. XXXX and I finally had a phone conversation and the plan was to close at the end of XXXX. Well My underwriters again needed more information on this forbearance program and again I was attempting to communicate with XXXX via email and phone to get what underwriting needed but was getting no response AGAIN. I have the documentation supporting this. So, Because we were getting no response from citi mortgage, I was asked by underwriting to do a three-way call with XXXX and citi to verify my loan status. They asked if I was current and if I was in a Federal disaster relief forbearance program. The results XXXX confirmed ARE that I was current on my mortgage in a forbearance program and that it needed to be satisfied by XX/XX/XXXX. This was at the end of XXXX. After that, all of my conditions had been satisfied with Underwriting. We were waiting for word from underwriting on a clear to close. However on XX/XX/XXXX, I was informed we would have to do another credit pull for underwriting because my credit report had expired because this had dragged out for so long. It was then we discovered citi mortgage reported me 60 days behind, it was the two forbearance payments. I made XXXX XXXX and XXXX payments? Citi mortgage Marked me, a disaster VICTIM, 60 days behind ruining my credit score, ruining the closing of my loan and ruining the interest rate lock that I have been promised. In addition to the cost incurred to get this FHA XXXX loan and permits to move forward on my house Etc. 
Then the verbal and email apologies came from Citi ... I have email upon email from citi mortgage and XXXX XXXX stating this was an accident on their part and my forbearance case was closed out accidentally because XXXX was on leave due to his wife being sick with XXXX. Citi records their calls and Im sure they have recorded apology upon apology from the upper management team saying theyre sorry. However, they are refusing to get me a letter from the citi stating they made a mistake so I can provide that underwriting and we can rapid rescore my credit so I can close on my loan. Ive asked that this be corrected right away. I am not getting anywhere with any of the staff at Citi and it is their admitted MISTAKE?? I need the 60 day late reporting to the credit bureaus removed? I need an extension on the forbearance protecting me from any more late reporting and foreclosure however, I was told by an attorney that lenders arent supposed to be collecting this money and if youre in a federal disaster relief program any deferred payments are supposed to roll to the back of the loan. I need to close the new loan in XXXX and really need this mistake spelled-out on citi letterhead stating that up until XX/XX/XXXX, I was current on my mortgage minus the two forbearance payments missed and that I am a good customer and in a federal disaster relief program? This mistake Citi mortgage has made has caused me serious damages and no one wants to help me other than XXXX and a couple of his managers but the executive higher-ups are refusing to give me the letter I need to close on this loan. Now Im getting a default letters?? Everyone makes mistakes but with the documentation that I have over the course of the last month, Citi Has truly dropped the ball and I would rather get this resolved then go through a nasty court battle. Prior to this incident, Ive never had a late mortgage payment in my life and I had excellent credit. Im also looking at a different interest-rate so monetary damages need to be paid for this over the life of my 30 year loan. Is there anyway you can help me? I Cant be the only person this is happening to. If you have any questions please feel free to call me. I have documentation supporting all of this. 

With gratitude for your help, Disgruntled CITI mortgage customer and Hurricane Irma Victim

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