Consumer complaint received 2016-08-05 00:00:00
Product: Mortgage — Conventional fixed mortgage
Issue: Loan modification,collection,foreclosure — 
Company: CITIBANK, N.A.
State: MO

Complaint narrative:
I submitted a prior complaint, case # XXXX, in XX/XX/XXXX. While I do not agree with everything in the company 's response, I accepted that they were going to move forward with my file and I was contacted by one of their representatives, XXXX XXXX, as promised in their response to my complaint. Their response said she would work with me to gather information to review for hardship assistance. XXXX XXXX contacted me XX/XX/XXXX to let me know she would be working with me. By XX/XX/XXXX, all information requested for the hardship assistance review had been submitted. Since then, I have sent in every additional piece of information she has asked for ( just as I did the first time when I knew what it was they wanted ), but still nothing has been done with my modification. I was told by her ( in writing ) that I can not make payments on my account until the matter is resolved, however, CitiMortgage does not seem to be moving to resolve the matter and it feels like they are simply stalling for some reason. We are now 7-8 months into the process AGAIN, and CitiMortgage is not communicating anything to me regarding the modification. We began the process XX/XX/XXXX! It 's ridiculous that it should take this long for review. Every time I reach out to XXXX XXXX, I 'm told that it 's been " submitted to management for review '' and that she is still waiting for an update from them. I am attaching all of the email correspondence between the XXXX of us as well as a letter I wrote to the Research and Litigation department XX/XX/XXXX which rebuts the points of their response that I do not believe are accurate. 
As I stated in my original complaint, I completed the modification process with XXXX, who holds my XXXX mortgage, in just a few months time, was offered a trial plan and a permanent modification. I started this process with CitiMortgage at the same time as the one with XXXX and I still do n't have any information regarding my file from Citi. I continue to communicate with XXXX XXXX regarding my case, but she is unable to tell me anything except " I am waiting for an update from management ''. Finally, in my last email to her I told her I was going to file another complaint with CFPB since that seems to be the only way I will receive a response. 
I have dealt with CitiMortgage in good faith and have sent everything they asked for the first time I applied for assistance ( which resulted in my XXXX complaint ) and again this time. They do not communicate in any substantive way about what is going on which is the problem I had the first time with them. If you look at my original complaint you will see this is very much the same problem I had with them the first time. At this point I do n't trust that CitiMortgage is acting in good faith to examine my hardship application. My husband 's XXXX is in remission and he is working again. All we want is some forward movement on this so we can resume paying our obligation and keep our house. We have remained current on our XXXX mortgage and just want to get this resolved without feeling like they are stalling or trying to do something underhanded. Please help.

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