Consumer complaint received 2015-05-11 00:00:00
Product: Mortgage — FHA mortgage
Issue: Loan modification,collection,foreclosure — 
Company: CITIBANK, N.A.
State: FL

Complaint narrative:
In XXXX, we began working with CitiMortgage to modify our mortgage loan. At that time, we were having difficulties making the monthly payment and they suggested the payments be adjusted by modifying the terms of the loan. We agreed. We then began the process of providing them with various and assorted documents that they requested. During this time, we were in constant contact with CitiMortgage personnel. We were assigned an individual to work with and we spoke with that person almost weekly. 

Sometime at the end of XXXX, we received communications from the Legal Department at CitiMortgage regarding their beginning foreclosure proceedings. We brought this up with our contact and were told not to worry about it, that modifying the loan would resolve that problem. So, we did n't worry ( stupidly ) about the foreclosure and continued to work towards modifying the loan. 

Late in XXXX, we began making trial payments that we were told would be the new monthly payment amount. We made three trial payments via automatic withdrawals, and then another five payments via automatic withdrawal. Then CitiMortgage stopped withdrawing the payments. We discussed this with them and subsequently made three more payments via phone. Suddenly, CitiMortgage returned those payments to us. When we asked about this, we were again told not to worry about it and to not make any more payments until the loan modification had been finalized and approved. 

Early in XXXX, CitiMortgage told us our modification had not been approved because there was one form we had failed to return to them. We advised them that we had not received that form and when they checked their computer files, they admitted they had made a mistake and not sent the form. This necessitated beginning the modification process all over again. Again, we were assured that as long as they were working on the modification, foreclosure would not proceed. 

Well, foreclosure did proceed and we have lost our home. We did everything CitiMortgage asked us to do. We trusted that the people we were working with knew what they were talking about. Additionally, while they say they served notice about the foreclosure, we have no recollection of that occurring, nor do we have the notice that was supposedly served on us, but it is a case of " they said, we said '' with no proof on either side. We understand that before foreclosing on an FHA insured mortgage, there was supposed to be a face-to-face meeting with an FHA representative to see if there was a way to resolve everything without foreclosure. That never took place, either. 

To truly rub salt into the wound, the last contact we had with CitiMortgage we were assured that the next step would be our receiving a letter from the attorney handling the foreclose advising us that we had thirty days to vacate the property. That letter never came and the sheriff appeared this morning telling us we had 24 hours to vacate. We had been packing up our belongings and were in the process of locating someplace to rent, again, relying on what we were told by CitiMortgage. Now we have no place to live and have to pack up 15 years of belongings and XXXX children and figure out where we are going to sleep after today. 

While we understand we share responsibility in this entire situation, we also feel that CitiMortgage was talking out of both sides of their mouth - telling us on one hand not to worry about having our house foreclosed while the Legal Department was going full speed ahead. We had no reason to believe that while they were accepting payments from us, they were also proceeding with foreclosure. Our contact was an authorized agent of CitiMortgage and we should have been able to rely on what they were telling us. CitiMortgage should have to be held accountable for their actions,

Company response to consumer: Closed with explanation