Consumer complaint received 2016-01-14 00:00:00
Product: Mortgage — Conventional fixed mortgage
Issue: Loan servicing, payments, escrow account — 
Company: CITIBANK, N.A.
State: TX

Complaint narrative:
This complaint is part of complaint number XXXX. To clarify some bad types plus that this company is reporting me delinquent when I should not. 
I have being having an issue with CitiMortgage. My husband and I filed for bankruptcy on XXXX XXXX due to several medical bills When filling the bankruptcy a Reaffirmation Agreement with CitiMortgage was done and sent to the bank. My husband passed away on XXXX XXXX. Because his dead I got a small life Insurance which I used to pay the bankruptcy amount and Paid Off the mortgage on XXXX/XXXX/XXXX based upon a CitiMortgage Pay Off letter I had in that time where my principal balance was XXXX. When I did the pay off according to CitiMortgage I was short on the amount of XXXX. 
When I called the bank after the money was deliver to the bank, they told me because I was in bankruptcy they could not apply the pay off. I talked then to my Bankruptcy lawyer and he started talking with CitiMortgage and in XXXX/XXXX/XXXX he found out that the bank did not record the Reaffirmation agreement, so that date my lawyer sent again the document. 
The pay off was not applied not even then, I had to go out of the country and when I came back on XXXX Then again I talked to CitiMortgage because still my loan was not Paid Off but I did not get any satisfactory answer ; so I asked to my bankruptcy lawyer to speak to CitiMortgage attorneys. After my lawyer call I was requested by him to send a letter to the bank with the copy of my Paid off. This was done XXXX XXXX, XXXX. 
I have been now trying to talk with CitiMortgage and is really impossible to get a straight answer from them. The last thing they told me is that now I need to pay interest over the {$1100.00} remaining balance so my debt now rose to XXXX which I do not agree since the bank was at fault for not recording the Reaffirmation Agreement. 
I finally contacted the Executive Office and I was assigned to a person. First she took all the time of the world and finally she contacted me on XXXX with no resolution. Nobody wants to understand that the bank is at fault for no recording the document. I had all the emails that my lawyer had with a person in CitiMortgage. The person that was my lawyer he now is a teacher in a school and busy with lot of kids so I was left alone to deal with the bank. I came out from bankruptcy in XXXX XXXX. 
I sent the pay off with the interest applied on XX/XX/XXXX by the amount of XXXX because I did not want to carry out this issue to XXXX otherwise the interest will go to the roof. 
The XXXX for the pay off principal balance correspond to XXXX my original remaining principal balance after I paid XXXX. So I paid XXXX in interest that is not justified because this was all CitiMortgage fault And now in top of all I just realized CitiMortgage reported delinquencies on my mortgage on XXXX, XXXX, XXXX and XXXX which is ruining my credit scores. 
Citi Mortgage has been heartless unprofessional and causing me a grieving in top of the my personal one and everybody need to know how unprofessional this company is

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