Consumer complaint received 2015-06-20 00:00:00
Product: Mortgage — Conventional fixed mortgage
Issue: Loan modification,collection,foreclosure — 
Company: CITIBANK, N.A.
State: FL

Complaint narrative:
CITI MORTGAGE COMPLAINT : Today my broker and i were on a XXXX call with a " manager '' who states her name is " XXXX '' XXXX REFUSED to provide her last name. I was informed that Citi will not submit a foreclosure sale postponement request even after XXXX told them to put XXXX in. Citi also now claims that the file was incomplete which is contrary to numerous calls and emails stating that all documents were in we were only waiting for the Appraisal and BPO. All our documents have been in for over 45 days after repeated faxes and emails with duplicate documents. Not only did I send Citi the documents but I also sent them to the attorney as they requested them as well. Back in XXXX all the documents were confirmed in and the issue was then the file was stuck in a special legal department and had to be released. It has always been some excuse as to while the file was not moving. Then in XXXX a guy named XXXX was holding up the file and could not see any values in the system and informed us I never let anyone in for the request. I gave Citi the appraisers name and BPO agents name of who came then two weeks later they confirmed that the values were completed they just lost them. How do you lose values? I was informed that they reached out to the department in charge of validating the values and that would take another 10 days. Then I was informed early XXXX by both the rep XXXX and again last week by XXXX that these files are sitting awaiting assignment which is taking abnormally long considering the short staff. We were also informed weeks ago that Citi was putting in a request to postpone the sale which never happened. 
Im really a loss for this behavior. I would be fired if I lied and treated customers like Citi is routinely conducting themselves. I have been nothing but very accommodating to them during the unfortunate time in my life and separation from my wife. XXXX of us are always very accommodating to Citi for access of our property. Can you please call someone that is in the position to investigate what is going on with this short sale department? Someone needs to find out why Citi is accepting XXXX assets if in fact they do not have the staff to properly work the files. It is unacceptable to to place these files in jeopardy of foreclosure and be unwilling to even send the attorney a request to postpone. The attorney office has emailed my broker daily ; since Thursday, looking for the request so I know they are more than willing to ask the Judge to postpone the sale. 
I would love someone to pull the phone recording and listen to how rude XXXX was. XXXX is a manager? That may explain why those who work for her are unwilling to assist the customers. Something needs to be done! 
On another note, the junior lien holder issued a release for {$6000.00}. The net is about {$23000.00} less than the foreclosure summary judgement. That would mean a deficiency to the us far less than a deficiency if this goes thru the foreclosure process. We are asking that someone look at all the facts here and give us time to properly work the file.

Company response to consumer: Closed with explanation