Consumer complaint received 2017-05-16 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Struggling to pay mortgage — 
Company: CITIBANK, N.A.
State: FL

Complaint narrative:
Re : CitiMortgage I n  XXXX  of  XXXX , due to my spouses Military overseas relocation orders to  XXXX , I lost my employment and over {$28000.00} plus bonuses in income. We contacted  CitiMortgage immediately and I was told to put in a Hardship Letter with a request for a short sale or deed in lieu of by a   representative by the name of  XXXX   XXXX  refused to give last name ). I was told that to qualify, that we had to show military orders of relocation or significant loss of income/employment or listing the home for at least  three  months with no sale. I was also told our situation would not be given top priority because we owed less than {$100000.00}. On  XXXX   XXXX ,  XXXX , we faxed everything that they asked for, I called to make sure that they received it and we were told that they were sending out someone to take photographs of the property and do an appraisal, which they did. They told us they would have a decision in  six to eight w eeks. I was told to call the property preservation department (  XXXX  ) with our account number, social security number and name and they would give us the address to send the keys. When I called them two weeks later from  XXXX , they had no record of us so they could not accept the keys. I called  XXXX , to find out what to do with the keys to our home and was told that  XXXX  was no longer in that department and when I told them the situation, they had lost or misplaced the paper work and no case had been started, and I would have to start the whole process again. This time I sent the package to  XXXX   ( again, refused to give last name ) in the deed in lieu of and short sale department and she gave me an address to send all the keys with instructions to put our names, address, loan number and the last four of our social s ecurity number. Again, we followed all the instructions given to us.   Since that time, I have resent the original packet numerous times, filled out paperwork and sent it in, and sent a copy of the Military POA and Military Orders. When it became apparent that  CitiMortgage  had no intention of making a decision, we asked for a set of keys to the home returned to us so we could try to sell it again before it deteriorated. When we left the home, it was in perfect condition and cleaned both inside and out in preparation  for Citi to put it up for sale. Citi  refused to send any keys to us.   Starting on  XXXX / XXXX / XXXX , we started receiving letters from  CitiMortgage u nder the  federal Home Affordable Foreclosure Alternatives Program ( HAFA ) that stated that CitiMortgage appreciates the opportunity to evaluate your eligibility for the program, and this letter is to inform you that we are still in the process of conduction this evaluation. These letters started a year and nine months after our request. It also stated that if any other documentation was req uired, we would be notified in a separate communication. Each time I sent the request in, this letter is all they would send. We have letters dated  XXXX / XXXX / XXXX ,  XXXX / XXXX / XXXX ,  XXXX / XXXX / XXXX ,  XXXX / XXXX / XXXX ,  XXXX / XXXX / XXXX ,  XXXX / XXXX / XXXX ,  XXXX / XXXX / XXXX ,  XXXX / XXXX / XXXX ,  XXXX / XXXX / XXXX  and  XXXX / XXXX / XXXX . Each time I called I would get the same thing it is still being reviewed and I could never speak to the same person and no one would give their last name. I have also completed modules over the phone, with multiple representatives, never the same  one, which always promised that they would be the one to help and never heard from them again or they had left tha t department and the module, which I requested copies of and never received, were misplaced or lost when I called for an update on them.   In  XXXX , I was contacted by a  XXXX   XXXX  from  XXXX  and  XXXX   XXXX  and they had a buyer for the property. Again, both  XXXX   XXXX  and I did everything that CitiMortgage asked but they wouldnt work with her to get the property sold. They wouldnt communicate with her even with my written and signed permission. They would give her no information and the only thing they would tell me was that the request was under review. At  one point, the buyers said that someone was cleaning up the outside of the home but when I called CitiMortgage th ey refused to answer any questions until their decision was made. I also have an e-mail from  XXXX   XXXX  detailing her problems with CitiMortgage and all the representatives she spoke with. The people that wanted to purchase the home finally gave up.   We have repeatedly done everything th at CitiMortgage has requested. This started almost seven years ago and the home is now beyond salable condition. This needs to be rectified immediately. Citis reputation for fraud, deceit and scams is well documented, espec ially in its mortgage department.

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