Consumer complaint received 2017-12-26 00:00:00
Product: Mortgage — FHA mortgage
Issue: Struggling to pay mortgage — 
Company: CITIBANK, N.A.
State: NJ

Complaint narrative:
To whom it may concern. 
My Goal IS TO KEEP MY Home!. 
I have submitted the same documents several times to CitiMortgage and I have not received a response on my request for assistance namely loan modification. 
I started the process for hardship in XX/XX/XXXX. The acquired amount continues to accrue. 
My home has a least 50 % equity and I believe that CitiMortgage wants to take it. 
When I first sent the requested information to Citimortgage I was only about {$1700.00} in the arrears now it is about {$25000.00}. I have accumulated work that would allow me to resume making payment. I am hoping for a Loan Modification. 
I feel that Citimortgage has treated me unfairly during this process. I have express this several times to the executive and 3 specialists Each time that I sent in the required documents, I was told the foreclosure process will cease and I would have an answer within 30 days. As of date, I have not received any decision. 
YES I WANT TO KEEP MY HOME, that I worked very hard for! 

CitiMortgage has changed my home owner specials three time. This is frustrating because I am not able to establish a supportive communication relationship. 
Specialist1 was from XX/XX/XXXX to XX/XX/XXXX..I also sent an email to Ms. Specialist1 stating my concern. I reached out to Citimortgage executive office on XX/XX/XXXX concerning the status of my loan modification. She made excuses about Specialist 1 being on vacation. My last correspondent form Specialist1 was XX/XX/XXXX.. She stated again that my documents were with the underwriter.. 

In XX/XX/XXXX I was assigned a new home owner specialist that I was not aware of until I called in XX/XX/XXXX ... Specialist2 he requested previous documents that I had already sent in. I complied and was told that My documents were with the underwriter on XX/XX/XXXX ... 

When I spoke with with Specialist 2 in XX/XX/XXXX-XX/XX/XXXX, he informed me that I had been reassigned a new homeowner specialist.. Specialist3 also requested some of the same documents along with a new requested document Dodd- Frank Certification .As of XX/XX/XXXX, Specialist3 informed me that my documents were with the underwriter, I do not understand why Citimortgage is treating me this way. I have complied with their request of documents. Why such a long delay for a decision? .. 
It appears that I am being mislead and perhaps there is a deceptive practice going on here. 
I believe that I am being taken advantage of. It appears that I am running a race and when I get close to the finish line, the race get extended, On XX/XX/XXXX or XX/XX/XXXX, I spoke with an agent about my concern and he assure me that Citimortgage does not want to take my home and no I do not need an attorney. How could I be so nave. 
Recently I received a letter from collections. I am not sure what this is about. If my documents are with the underwriter, them why I am receiving this document from collection. Who are these people requesting a letter from me? 
I have returned call from CitiMortgage in which the person on the phone would not give me their ID number. It appears that it was an out source company they may perhaps be connected with Citimortgage. Their were children playing in the background. Therefore I was not sure if the other person on the phone was legitimate. I hung up. This happen a couple of times last week. 
I have always acted in good faith with citimortgage and I now believe that Citimortgage does not appear to be dealing in good faith with me. 

I am confused, disappointed and frustrated. I do not understand why Ctimortgage have not helped me to keep my home. 

Please assist me in this process. 
IT IS MY GOAL TO KEEP MY HOME! 
Thank you

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