Consumer complaint received 2018-04-09 00:00:00
Product: Mortgage — VA mortgage
Issue: Struggling to pay mortgage — 
Company: CITIBANK, N.A.
State: VA

Complaint narrative:
I have lived in my residence at XXXX XXXX XXXX XXXX since XX/XX/XXXX. I have been working with Citi-Mortgage for a Re-modification due to job loss resulting from pending XXXX to XXXX and XXXX, significant reduction in pay while pursuing this modification only to be told after 2 years of training my unit was not going to XXXX. it has been ongoing for several years. I have had numerous Support Specialist ; sent required documents several times ; didn't hear from the specialist, upon calling the company only to be told months into the modification process the Specialist handling my modification was no longer assigned to me. Most recent XXXX XXXX was my Specialist and all documentation had been sent to the company over and over, I was told XXXX XXXX XXXX was no longer managing my case and another Supecialist would be assigned once I sent in another packet. An appoinment via phone was scheduled for XX/XX/XXXX. When I did not receive a call I contacted Citi Mortgage and was told My Specialist was not in the office and a message would be sent to him. I received a letter from XXXX XXXX on XX/XX/XXXX, dated XX/XX/XXXX stating he would be my specialist. I spoke with XXXX XXXX on the XX/XX/XXXX and was told I had to have my paperwork in by XX/XX/XXXX. ( 2 days getting new bank statements explained I go green for paperless, needed to go to the bank etc ) During this conversation XXXX XXXX Continue to reiterate that I was only to sign one Document in particular ( which is what he based his sole determination on that document for the IRS ) because I could not write any thing on the page except my Signature, which I did. I also explained to him my daughter and her husband had been living with me and paying the mortgage since XX/XX/XXXX ( Bank statements reflecting that had been included, this meant the Total household income is $ $ 90,000+ how can I not qualify for something ) due to the upkeep ( Lawn, Maintenance & Repairs etc. ) of my home and Health issues. My income However has been steady for the past 3-4 years in excess of $ 45,000.00+ ). I emailed and Faxed documents. On XX/XX/XXXX I received a Letter stating I was turned down for the Modification and I could look at other options as noted in the document. I called Citi-Mortgage to tell them since my modification was not approved I wanted to exercise other options such as Short sale, Deed in lue and another. XXXX XXXX would not take my phone call and the representative who answered the line emailed him while she and I were on line, she told him I wanted to exercise my other options. I was told there is nothing I can do, and the letter I received saying my modification was denied was a standard form and the rest of the letter referencing my other options did not apply to me.. Citi-mortgage called the entire loan due and according to Garns-St Germain , this is against the law to force a Foreclosure with VA. My daughter and her husband can assume /to take over the payment or loan a modification in her name. I want to exercise my right to the Garn-St Germain Act. In four days how can I receive a denial Foreclosure when the documents never made it to the underwriter where they would have noted the total household income and Garn-St germain would have understood.

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