Consumer complaint received 2016-03-16 00:00:00
Product: Mortgage — Conventional adjustable mortgage (ARM)
Issue: Loan servicing, payments, escrow account — 
Company: CITIBANK, N.A.
State: OH

Complaint narrative:
In XXXX while I was in a Trial Modification with Citimortgage that I paid as agreed they foreclosed on my property. That foreclosure was set aside in XXXX and I Citi never contacted me to set up my new mortgage. In XXXX, XXXX they foreclosed again. This foreclosure was set aside by a judge in XXXX XXXX, OHIO since obviously it was an illegal foreclosure. During this time I was contacted by XXXX XXXX, Homeowner Specialist at Citi Mortgage and was told that she would be working with me to set up a new Trial Modification. It should be noted that in XXXX of XXXX, I was contacted by Clear Point and told that I could qualify for a new Modification where the investor on my loan, XXXX would forgive my outstanding interest and penalties but I would have to get the foreclosure set aside. I did share this information with XXXX XXXX at Citi when the foreclosure was set aside in XXXX and she told me that the Underwriter was working on my approval. 

In XXXX of XXXX, I was told via email by XXXX XXXX that my modification was approved by Citi and that I needed to call her. I called her and when I asked her what my mortgage balance was, at first she could n't tell me and had to check with an underwriter. I was then told her that the balance was approximately $ XXXX. When I asked her what the PITI was, she could n't tell me but only stated that in my permanent modification documents this information would be revealed. I told her that this was unacceptable and I waited for additional information from her to wit no resolution was received. 

On XXXX XXXX, XXXX I received via XXXX, what appeared to be Trial Modification documents and was told that I needed to make my first payment by XXXX XXXX, XXXX. I immediately went to the US Post Office in XXXX OHIO and mailed the check with the payment coupon to the address noted in the Citi Correspondence. I did not mail this certified but it was mailed first class and to date the envelope has not be returned by the post office for a wrong address. On the same day, I sent an email to XXXX XXXX and told her to expect the check to hit their servicing department by the XXXX. I also told her that I was disappointed that disappointed that the actual terms of the payment ( PITI ) as well as mortgage balance was not noted in the documents. 

I emailed XXXX XXXX the early part of XXXX and expressed concern that my check had n't cleared. I asked her to contact the servicing department to find out why they had not processed my check and also to make a copy of the envelope showing the postmark on the envelope to support that I had sent the payment on XXXX XXXX. She told me that she " could n't '' contact that department. This sounds at the very least incredible since she was the specialist assigned by Citi to handle a mortgage modification. There is something wrong with this process. By the way, she also told me that I could have made the payment over the phone with her directly yet that was never put in writing with the modification documents. If it had been offered as a payment method I would have done this on XXXX XXXX vs sending in by mail. To date, my payment has not been processed. I received a text ( truly remarkable ) this past Friday evening stating I would be getting a new Homeowners Specialist and that I would get and email or letter stating who that person would be. I have received neither Professionally this is once again being bungled by Citi as it was in XXXX ( see previous complaint with CFPB ). I also feel that since Citi foreclosed in XXXX and sold the property for approximately $ XXXX that amount should be the new mortgage balance amount, especially since I was told by Clear Point that I would qualify for this too.

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