Consumer complaint received 2018-01-13 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — 
Company: CITIBANK, N.A.
State: IN

Complaint narrative:
My husband and I had to file bankruptcy and included our mortgage into the bankruptcy on XX/XX/XXXX. At that time we were approved for a loan modification trial through CitiMortgage. All payments were paid through the trustee. The initial paperwork we sent back to CitiMortgage was rejected due to not having the signatures verified by a notary. Additional paperwork was sent out and upon receiving my husband and I immediately had our signatures notarized and the paperwork sent back. During this process all information between the mortgage company and ourselves was through our bankruptcy attorney. On XX/XX/XXXX the attorney filed a motion to modify secured debt. It was approved on XX/XX/XXXXwithout any objection from CitiMortgage before, on, or following that court decision. 
Our payments were XXXX at 4.5 % The trustee continued to make payments monthly on our behave until the close of our bankruptcy in XX/XX/XXXX. 
Since the attempt to close the account CitiMortgage filed a postpetition default payments. They stated that we still owed XXXX As the homeowners we were not aware of this issue until XX/XX/XXXX when we were sent to a single point of contact person and had to give permission through our attorney to discuss our mortgage. From XX/XX/XXXX on we had been making payments of {$2000.00} through the bankruptcy department at CitiMortgage. Our payment amount was {$1900.00} which we had to pay through the bankruptcy department according to CitiMortgage. I had attempted several times to begin automatic payments which were set by the customer service person at CitiMortgage but never began. I would also like to state that until XX/XX/XXXX CitiMortgage had never contacted our attorney, ourselves or the court about the change in the status of our loan. 
Finally in XX/XX/XXXX my first single point contact person had received the permission to talk to us. It was at this time we were told that the notarized signature pages had never been received and therefore our loan modification had not gone through. He insisted we needed to apply for another loan modification in order to get our account corrected. This process did not seem right but we had no other choice than to follow through with the loan modification process. After dealing with our first contact person for a month and a half we were given a new contact person. 
When I called in to make the XX/XX/XXXX payment I was told that we are in foreclosure and can no-longer make payments! I was floored and demanded an explanation as we have been making monthly payments since XX/XX/XXXX. They explained that I have n't made a payment in 180 days. After I corrected them and had them look at our payment history she stated it was because we had not made any payment towards the XXXX dollars owed. Our foreclosure had been frozen until after the bankruptcy and was now being applied again. The customer service lady also stated that the payments we have been making were not applied to the account but could not say where the payment money had been used. 
We have been given a new point of as of XX/XX/XXXX. I told her of the court documents we have showing the temporary modification had been changed to a secured debt without objection from CitiMortgage. It was only after the bankruptcy had finished that they stated we had not paid the full prepetition payment. Our attorney, along with the Chapter XXXX trustee provided proof that all payments had been made and totaled {$60000.00} We are currently awaiting a copy of our payment history from CitiMortage. Our new point of contact person is " looking '' into the loss of our paperwork from XX/XX/XXXX while our loan modification has been but on the fast track. We continue to give all requested paperwork for the loan modification. 
All the things we are going through are the issues CitiMortgage had faced a lawsuit against. In fact during this process we received {$400.00} settlement payment as we were shown to have been affected by there actions. The problem is we are still facing issues due to their fraudulent actions in XX/XX/XXXX-XX/XX/XXXX. 
Issues we are currently facing due to their actions in XX/XX/XXXX-XX/XX/XXXX :  CitiMortgage claims paperwork was never recieved CitiMortgage claims payments have not been recieved CitiMortgage wrongly placing us in foreclosure and damaging our credit CitiMortgage not explaining that we were being placed in foreclosure. 
CitiMortgage constantly changing our contact person CitiMortgage repetitively asking for the same paperwork or explanations during loan modification process CitiMortgage insisting that we have to do another loan modification even though we continue to make payments above the asked amount. 

Please Help!!

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