Consumer complaint received 2018-03-21 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Struggling to pay mortgage — 
Company: CITIBANK, N.A.
State: WA

Complaint narrative:
Ive been working with XXXX XXXX since XX/XX/XXXX to try to get her reviewed for a modification. This is a VA loan. 

She doesn't refer herself as XXXX XXXX. She signed all paperwork as " XXXX XXXX. '' In her hardship letter she's submitted, she explained that her ex husband XXXX XXXX was XXXX XXXX to her. He served in the XXXX XXXX. He had XXXX, and the XXXX XXXX is what caused the divorce. She had filed a protection order against him XXXX XXXX day. 

XXXX XXXX was her 1st SPOC and he never responded back to me when I called or emailed him several times. I sent him XXXX XXXX 3rd party authorizations several times along with Citi, but no one explained to me why I kept having to send this form over! The very first time I've realized WHY was today, over a YEAR Later! I have felt like this has been very poor customer service, and it only took One call or email to explain to me why XXXX XXXX couldn't be authorized! 

They just said " they couldn't find it '' and then I kept sending it. And yes, even more confusing, there were some times they did say I was authorized. For example, I called XX/XX/XXXX and they stated that the file was " under review with the underwriter '' and then the added that they attempted to email the Borrower. '' And even before that, I spoke to XXXX ( Citi ) at XXXX Opt 2 and they gave me fax number to submit a package and said at that time the SPOC was XXXX. We faxed over package, but then they told us they closed it. I then called to ask why, and then the lady at Citi told me that they would need a new submission and they don't know why. 

XXXX was also sending docs over to them with me cc'ed in some of her emails so I was included in some of what was going on. But it would've really helped if I was able to talk to the SPOC. : ( Then the SPOC changed to XXXX XXXX. I couldn't get thru to XXXX ( SPOC ) Citi because they said they couldn't find the third party authorization I sent. I had to fax them a new one on XX/XX/XXXX. I had continued to email her, but no response. 

XXXX and XXXX XXXX continued sending docs over to them, and wasn't understanding why I wasn't getting call backs about this review. 

XXXX and I hadn't heard from them in an entire month- no calls, letters, updates. 
Then on XX/XX/XXXX after I called them, Citi stated everything was provided and the file is currently in underwriting. 

Again I never heard back from XXXX after sending several emails and calling her. She never said XXXX, we need a NEW AUTHORIZATION FORM- they one you sent in is invalid because it doesn't have XXXX XXXX original name on it. It also doesn't have XXXX XXXX name on it. WHAT??? This is very first and only time I've heard this. If someone care enough about this homeowner, they would've made sure this was communicated to someone. No one gave me even close to this info. Today on call to Citi Representative XXXX I explained this was all news to me! 
I also said XXXX has a protection order from her Ex-husband. I asked if there's an exception to having him have to sign this? She said that Citi 's requirement is to have both borrowers sign. I asked if we could escalate that question to the SPOC to see if there's an exception in her case, and then she said no, she can't do that because I'm still not authorized. This has been extremely disappointing to hear this today.

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