Consumer complaint received 2015-06-17 00:00:00
Product: Mortgage — Conventional adjustable mortgage (ARM)
Issue: Loan servicing, payments, escrow account — 
Company: CITIBANK, N.A.
State: WA

Complaint narrative:
XXXXCitimortgage (Citi) has abused and harassed my family for over a year and a half. XXXXCiti violated several State and Federal laws, including but not limited to RCW 31.04.027(2), RCW 31.04.027(13), RCW 31.04.290(1). XXXXCiti failed to make any reasonable attempts to rectify the situation, provide appropriate remedies for damages. In XX/XX/XXXX I applied for Homeowner's Assistance to lower my monthly mortgage payments. My request was denied on XX/XX/XXXX. A year and a half, XXXX plus written / verbal requests and notices later, Citi still refused to provide me with an accurate and updated account reflecting no Homeowner's Assistance Status. Citi has a duty and obligation, express and implied to provide every borrower with an accurate account. Accurate in every way, including but not limited to payments, account balances, tax and insurance premiums, dates of transactions, account statuses and make accurate updates to accounts in a timely manner. The breach of Citimortgage's obligation is indisputable. Citi had plenty of opportunities to cure the default but failed to do so. The harm has been done by Citi was tremendous. We're a new family XXXX my wife and I recently married, we have a XXXX year old daughter. My wife often logged onto the account / called Citi to check, we were bombarded by mail, requests and notices about the status of the alleged assistance, assignment of a new homeowner support specialist and ineligibility for a Foreclosure Prevention Treatment. Feeling secure, being protected and safe in the family home is one of the most important things for a woman in a marriage. Citi took that away from my family for no reason! Anytime a large Citi envelope arrived, XXXX my wife and daughter looked at me with tears in their eyes and asked: "are we in trouble"? It was cruel, unsettling and intimidating. I couldn't help asking the question, is Citi here to brake up American families and disrupt lives of responsible borrowers like us? Again, we had nothing to do with Citi's Assistance, Modification, or Treatment Programs, we clearly asked Citi XXXX plus times during that XXXX months to stop the reckless solicitations! How loud and clear does it have to be for Citi? What part of the NO and STOP couldn't they understand? Taking the frequency and duration into consideration, the reckless harassment and cruel abuse of my family by Citi is evident. By late last year, early this year I had ENOUGH of my wife's and daughter's tears and MORE THAN ENOUGH of Citimortgage's harassment and abuse. I sent several demanding letters, notices to Citimortgage, XXXX specifically advising them XX/XX/XXXX that they defaulted on their mortgage servicing obligations, I asked again to properly update my account or suspend it if they need more time and until it's repaired. No further payments will be made until the correction to the account is done. No person in the United States or anywhere else in the world should be expected to apply a payment to an account that is erroneous and inaccurately maintained by a financial institution. Citi responded by penalizing us with late payments and late reporting to the credit bureaus. My requested of adjustments was denied immediately. Citi failed to provide us with the name of the examiner. Citi's improperly updated Mortgage Assistance Tool, erroneous "coding" / "flagging" and a series of clerical errors by an unjustifiable number of Citi Executives and IT staff has been acknowledged in Citi's response to our State. Many XXXX disruption of lives of perfectly responsible American families is the result! A thorough and credible investigation is a legal and moral imperative. Given the gravity of Citi's conduct described in my complaint, I ask the CFPB for a thorough investigation and to take enforcement actions against Citi. (see attached)

Company response to consumer: Closed with explanation