Consumer complaint received 2016-06-17 00:00:00
Product: Mortgage — FHA mortgage
Issue: Loan modification,collection,foreclosure — 
Company: CITIBANK, N.A.
State: NY

Complaint narrative:
Please note that I have done everything humanly possible to SAVE MYHOME! The last straw happened today XX/XX/2016. I feel as if my case could 've been finished sooner if the bank would 've communicated internally to find my checks. I CALLED AND PROVIDED PLENTY OF INFORMATION REGARDING CHECK NUMBERS, CHECK AMOUNTS AND THE ADDRESS THE CHECK WAS SENT TO AND I WAS INFORMED THAT MY CHECKS WOULD LIKELY BE SHREDDED AND IT WOULD TAKE LESS TIME TO PLACE A HOLD ON THE CHECKS AND RESUBMIT!! I did as I was instructed and they will not check for the location of the checks or take my payment of {$250.00}. This has ruled me out of a modification. Here is what happened. I had XXXX checks sent to Citimortgage XXXX in the amount of {$5000.00} and another in the amount of {$470.00} the check numbers were as follows {$5000.00} and XXXX in the amount of XXXX both checks were mailed on Saturday XXXX XXXX. On Monday I contacted Citimortgage to see if they received the check and they did n't so I called everyday and I provided them with the check numbers and the address it was sent to I was not informed that my checks would be scanned and shredded if they arrived at the corresponding address XXXX XXXX XXXX until after I spoke to my Counselor for our scheduled conversation on XX/XX/2016. I was under the impression that it would be simple for Citimortgage to communicate with the correspondence unit about my check information and then process the checks. Once I spoke to XXXX XXXX I was told that it would not be a simple process and it could take up to 2 weeks if the documents were not shredded. As per her directive I had the checks cancelled and reissued again. The new check numbers are as follows XXXX in the amount of {$5000.00} and XXXX {$440.00}. I also called to inform Citimortgage that the checks we 're mailed out and that I used the new address that a rep and counselor gave me. I thought they could trace the checks to tell me exactly were they were. But no, I was told that they did n't get the check and they would contact the advocate department. Also no customer service rep would take my debit payment of {$250.00} dollars until they processed the missing checks. This is terrible and I have been taken advantage of once again. These XXXX checks will make my trial payments total to close to over {$16000.00} Although it 's clear that I have accurate info they will note contact staff members with the check numbers to process documentation. I am XXXX afraid of what will happen to my home. To make matters worse I was not given an appointment to speak to my counselor until after my deadline. This means XXXX checks were sent and an outside trace shows the first set of checks being delivered to the post office. PLEASE HELP ME!! These checks that have been sent and have traceable I information are about to make ME HOMELESS!!

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