I completed all of CitiMortgage's Workable Solutions paperwork in February and started calling them in March. I have not been able to reach a counselor to discuss a loan modification under the "Make Home Affordable" program. They call me multiple times per day, yet when I do manage to talk to someone, they tell me they are not aware of anything on my account other than that I am late.
Last week, I finally reached someone who told me that, according to their notes, they received my information in February, and a couple of weeks ago the assigned counselor closed my case because they "did not receive my hardship letter." The hardship letter was included in the package they received in February, and it was sent again in April. For the past few weeks, every time I receive a call from their system, it disconnects me, yet they send me letters stating that they are trying to contact me and making threats. In addition, every time I call their Loss Mitigation group, I am disconnected or routed to various voicemail systems, and not a single person from this group has returned my call (this is a separate group from the collection group that calls regularly). They are also adding more late charges monthly, which is not allowed under the program.
It seems to me that CitiMortgage is throwing as many roadblocks as possible in the way of honoring the "Making Home Affordable" program, in the hope that they will not have to make any account changes. I was out of work for three months, from November through February, and now have an $18,000 tax bill due. In addition, I am now making about 71% of the salary I had for several years. These are the reasons I have had trouble making my monthly payments. In my letter, I even gave them the details of modifying my loan under the program and, based on this, illustrated that I would be able to afford the modified mortgage given my current circumstances.
I am not sure where to turn at this point, but I have filed complaints with the Federal Reserve Board and the BBB. It is clear that they do not wish to abide by the government program, making it too difficult for customers to apply, and if that is the case, they should receive absolutely no government assistance whatsoever.
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