Consumer complaint received 2016-05-15 00:00:00
Product: Mortgage — Conventional fixed mortgage
Issue: Loan servicing, payments, escrow account — 
Company: CITIBANK, N.A.
State: PA

Complaint narrative:
Our mortgage was sold to Citi Mortgage about 5years ago and EVER since it has been one BATTLE after another! We had to pay taxes twice in one year despite the fact that we paid them at closing and we had the taxes escrowed into our mortgage. 
The costumer service is NONEXISITANCE! you can not talk to the same person twice. No NOTES are made in the account to communicate once you do get through so you must repeat EVERYTHING! The hardship program is a JOKE! We experienced a hardship and jumped through all their REQUIRED HOOPS only to have our mortgage payment increased! We then obtained a lawyer to help us " do the Right thing '' only to have them continue to jerk us and the lawyer around. For the last 2 years we have fought to keep our mortgage and our home only now to feel defeated and unable to continue the fight. We are attempting to sell our home just to get rid of Citi Mortgage and try to restart. 
We have NOT kept anything from Citi Mortgage, as soon as we retained a lawyer they were contacted with ALL of his information. I had given verbal authorization for Citi Mortgage to discuss options with him and the information was " NONEXISTING '' after 8months after they had been in contact with him ; thus again forcing me to jump through their hoops to allow them to discuss the case. We then applied for the hardship loan modification. For almost a year we paid the amount that we thought was the payment amount. XXXX of 2016 Citi Mortgage began sending our payments back to us. At this point I could no longer continue the endless battle and we entertained putting the house up for sale. In XXXX Citi Mortgage sent me a letter notifying us that our mortgage had been sold. All paperwork was provided to the lawyer and relator with the New mortgage holder 's information. When my relator called the company that our mortgage was sold to she was told, " Not all files have been sent over and information is limited. '' My lawyer then contacted the same people only to be told that the mortgage was NOT sold that Citi Mortgage still holds the account. My Lawyer then contacted Citi Mortgage, at this time Citi Mortgage is requesting us to re-apply for a loan modification. There was NO explanation given as to why we received the letter, Nor why my relator was told one thing and the lawyer another. 
I have LOST complete faith in this company! NO ONE there knows what is going on and all that I get is a CONSTANT RUN AROUND and jumping through hoops. They are selective in the notes that are applied to the account. One month they will speak to the lawyer and relator and the next I need to submit a formal letter ( AGAIN! ) to Citi Mortgage to allow them to discuss my case. At this time we are attempting a short sale unfortunately Citi Mortgage will not provide a FINAL payoff figure to the relator making the sale of the house DIFFICULT. 
As a first time home buyer they have made this the WORST experience EVER!

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