Consumer complaint received 2017-05-03 00:00:00
Product: Mortgage — Home equity loan or line of credit (HELOC)
Issue: Struggling to pay mortgage — 
Company: CITIBANK, N.A.
State: NJ

Complaint narrative:
I sent a previous complaint  [ Ca  se n umber :  XXXX  ].       Despite  XXXX  separate applications in  XXXX  long years, with long delays and changing representatives through which I persevered heroically, I kept being denied.   While I dont try to change the outcome, my concern is with the process.    CitiMortgage  has not been in compliance with the government guidelines, regarding loan modification for people whove had a hard time maintaining their loan.   The reason I am certain about my rights being violated and your bank being in non-compliance, is because I pursued same with  XXXX  regarding my second mortgage with them. They followed the rule and within  XXXX  months, from when I filed the first application with them  ( same ti me I filed my first application with you ), they approved it and modified my loan in ways that allowed me to stay current.   In contrast,  C  iti ha d done everything wrong, and whether incompetent or purposely indifferent, they failed even to record my numbers correctly.   But well get to this in order.     First when discussing my application initially, I was given wrong information. Such guidelines and criteria for approval, were dismissed and changed later. Even the idea of being current with my loan, I was told that it is unnecessary, thus I borrowed money to pay so as to be in good standing. Later on, after denial, I was told the opposite.   Second all documents that I sent, were requested time and again. Dragging the application between  XXXX  and  XXXX  months.   Third when it arrived at the underwriters, they requested same yet again.   Fourth when I was denied, I was never given the breakdown of the exact numbers that were part of the underwriters calculation. All I was told was that I was denied and after demanding the numbers, I was told a summary and not the breakdown. That is important, because as you will see, once I processed my complaint through the Consumer Financial Protection Bureau, a breakdown was provided, which showed that  Citi h ad my information entirely incorrect.    Fifth Citi had  not even include d the CitiMortgage loan into my   debt service. I mentioned it numerous times but no one could help.   Sixth When I finally looked at the breakdown, I found that  Citi  had modified my debt upwards, and my income downwards, thus diminishing the percentages, in a convenient self-serving and arbitrary way.   Seventh Every time my file gets escalated I get yet another misinformed representative who doesnt know my file and has limited access to its content. All that the rep does is to repeat the underwriters statement and recommend that I appeal or start another application.   Eighth I appealed but not surprisingly - no  XXXX  read my updated info and was denied again.     I did reach  XXXX  of the supervisors a year plus ago, following   XXXX  of my previous applications,  XXXX   XXXX , and they told me that the percentages are entirely different.   When I look at the guidelines for loan modifications are typically in the  XXXX  percent to  XXXX  percent range. Citis arbitrary 55 % is non-compliant.     I could go on and on.   Currently, after I filed a complaint with the CFPB, I filed a feedback with them and they promised to investigate it further with promise to take action. They were encouraging, especially since my case was so coherent, well documented and since  XXXX  had approved the same loan, your bank had taken  XXXX  years and  XXXX  app to deny.     I will fight this and use legal means if needed.   It  may  not be unreasonable that if they pursue this discriminatory and prejudicial arbitrary and non-compliant means of abusing people with loans from their bank, that judges  may  dismiss your loan entirely.     In essence, I wanted to modify my loan, so that I can continue paying for my home and be in good standing. They forced me to be delinquent in payment.                   Consumer Financial Protection Bureau Complaint number :  XXXX  Date submitted to CFPB :  XXXX / XXXX /  XXXX   Date sent to company :  XXXX / XXXX /  XXXX

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