Consumer complaint received 2017-08-02 00:00:00
Product: Mortgage — FHA mortgage
Issue: Struggling to pay mortgage — 
Company: CITIBANK, N.A.
State: NY

Complaint narrative:
My problem is with Citi Mortgage and their failure to conduct a review of my financial information in order to qualify me for loan modification, partial claim, forbearance or repayment plan. I have literally been told on 5 different occasions over the last two years that their loss mitigation team had a complete package and it was going to the underwriter for review, but an actual review or decision has never been rendered. They communicate weekly, which is great, but nothing ever actually happens. I believe this may be intentional, based on the fact that this is an FHA loan and Citi was fined by HUD for unethical mortgage lending and servicing practices and for making misrepresentations on these loans to HUD. I get regular emails and updates from our current point of contact   XXXX   XXXX  , but nothing ever happens. We are told that all documents are receivedwe are told that the package is complete and sent to the underwriter. Then we are told, week after week, that there is no activity and nothing new to report. I have consistently provided each and every document requested to the Citi loss mitigation team for the last 19 months, yet still no decision? Still no review? Additionally, Citi has attempted to foreclose on my home and has never sent the paperwork or provided the option of Occupied Conveyance to me. I believe they want to foreclose so they can cash in on the insurance.
In  XXXX , my husband and I signed an FHA purchase money loan to buy our property, however in  XXXX  ; my husband began experiencing major medical issues which ultimately led to his passing a year later. I missed time from work to care for him and to grieve my loss. I incurred a substantial amount of unexpected out-of-pocket hospital, medical treatment, funeral and burial expenses. Additionally, I lost 50 % of my household income. To compound matters, in  XXXX , my mother began experiencing medical issues and passed earlier this year. Again, I incurred funeral and burial expenses. I did the best I could to keep up with my mortgage payments, going as far as depleting my savings and reserves, but I eventually defaulted on my home loan and was moved to foreclosure status. Since that time I have been trying to resolve my situation with Citi, with no actual progress.
I am aware that HUD has taken disciplinary action against Citi Mortgage for unethical mortgage lending practices in the past. It appears this behavior is ongoing. There is sufficient time for a review to be completed. It appears that the business model is to continue to kick the can down the road so that I will fall further and further behind, and then Citi can tell me there are no options available and foreclose. I am doing everything I can, and everything I am supposed to do, and this treatment is wrong. The last package that was submitted was documented as complete on XX/XX/XXXX . It has been over two months, and NO ONE THERE HAS HAD A CHANCE TO LOOK AT IT YET? Perhaps Citi should hire some more employees. It appears that Citi is putting profits over people. This is an FHA loan, insured by the government. Citi is required to review me for all possible options such as modification, partial claim, forbearance and repayment plan. Instead they have been trying to foreclose on me.

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