Consumer complaint received 2015-05-30 00:00:00
Product: Mortgage — FHA mortgage
Issue: Loan servicing, payments, escrow account — 
Company: CITIBANK, N.A.
State: MA

Complaint narrative:
XXXX XXXX XXXX was a division of CitiGroup as indicated by their statement in my XX/XX/XXXX XXXX Rpt # XXXX : " Account has been transferred to Another Office. " On page XXXX of the XXXX page Consolidated Note Rpt. issued by CitiMortgage , Inc. on XXXX XXXX, XXXX, the Escrow balance upon merging with XXXX servicer XXXX, was positive in the amt of {$1500.00} until CMI paid the Citation premium in full on XX/XX/XXXX for {$930.00}. Citation Hazard Insurance, through my XXXX membership, ran from XXXX/XXXX/XXXX to XXXX/XXXX/XXXX. We switched over to XXXX XXXX on XXXX XXXX XXXX. 
From the point that CMI assumed responsibility for this account, the escrow account does not add up correctly and Sec. 10 of RESPA was routinely violated. 
1. All but XXXX of the regular mortgage payments we issued from XXXX XXXX through XXXX XXXX, XXXX have disappeared. They have never been credited to our account. 
2. On XXXX XXXX, XXXX a disbursement for {$3600.00} was made by CitiMortgage from this account and added to the principal balance, which had just been modified by a HAMP @ {$210000.00} to an unidentified payee for an undisclosed purpose. 
In XXXX XXXX when HAMP deposited the mortgagor 's incentive of {$830.00}, CitiMortgage did not reduce our principal, their interest or otherwise credit our account with our incentive under the rules of HAMP. 
Furthermore, when we attempted to Cure our Default in XXXX by remitting the missed payments, according to the original note, whose terms can not be changed by any subsequent document other than length of repayment & interest charged ; CitiMortgage , Inc. was responsible to refund us our money for they were not applied to the account and there were no expenses or fees borne by CitiMortgage , Inc. to process the HAMP. They have kept our money. 
3. CitiMortgage , Inc. has misrepresented our payments to XXXX on more than once occasion and this is why we stopped making payments after the XXXX XXXX mortgage and sought to have the Ch. XXXX Dismissed which was approved on XXXX/XXXX/XXXX. 

4. We also attempted on XXXX occasions to return the XXXX XXXX Hazard Insurance Premium they had paid despite being made aware that we had changed HomeOwner Insurance companies two months before that payment issued. When we returned it to them, making our XXXX XXXX XXXX aware and requesting she apprise the Escrow Dept. in advance so they did n't mistake it for a regular mortgage payment, the Escrow dept did in fact send it back so that they could continue to assess XXXX interest on the non-reimbursed escrow distributions made on behalf of this account. 
CitiMortgage, Inc. XXXX , XXXX et al were all aware of the incomplete transfer of this home to us : the spouse issued XXXX QC 's to his wife in XXXX XXXX thereby nullifying his QC ; XXXX XXXX XXXX signature appears on a number of the sale/transfer documents, not the least of which are the Purchase & Sale Agreement and Rider to the XXXX. We suspect that the XXXX 's or their counsel may have been the recipient of the {$3600.00} no one @ Citi can provide information about. 
At last, Citi claims they do not have the records from XXXX to XXXX : If that 's the case, how did they arrive at a beginning balance for the Principal? They have refused to produce it for us. There was a material error made in processing the allocation of the mortgage payment, wherein the Interest amount was placed in the Principal column and vice versa, such that the balance of the principal was more like $ XXXX when XXXX assumed servicing not $ XXXX as is reflected in Citi 's records.

Company response to consumer: Closed