Citi Mortgage
Told to skip mortgage payments for modification, then denied

I was unemployed for several months and called Citi Mortgage in September about a possible loan modification. I was told that when I began a new job, I should contact Citi Mortgage and start the loan mod process. I called Citi Mortgage on 11/7 and started the process. I submitted all required documents, forms, etc. I called in Dec for an update. On Jan 10 I was informed that I was denied because I was current on my payments.

I was very upset. I kept calling back to the homeowners assistance department and was told by two different Citi Mortgage employees to skip a few payments and then the modification would be looked at more seriously. I was very concerned about this step, as I have never been late on my mortgage. I skipped February, then called Making Homes Affordable. They called Citi Mortgage with me and started the process again. I again submitted new documents. I called several times from February through April, and my final call was May 2. Throughout these phone calls I continued to be told that my loan was with the underwriter and/or investor.

Finally, I received an email on May 2 saying that I was approved for the loan mod trial payments to begin in June. I made the June, July and August payments on time. I had not heard anything from Citi Mortgage as of August 30, so I called that morning to see whether I should make my mod payment or my original payment. At that time, I was told that I was denied for the loan mod due to the type of loan I had, which is a TX A06 or something like that. I was furious, as no one had contacted me about this, and I would not have known if I had not called.

Now they are asking for $21,000 to handle the loan mod, or I can pay $13,000 for past due payments, which I am fine with and have the funds set aside, but they cannot explain the extra 6k-7k they are requesting. Every time I call, I am told a different story by my executive loan modification team. I am so frustrated. Any suggestions on next steps would be great. You do not treat customers that way. I am thankful that I have detailed notes, however, I am not sure of the best recourse.

Company: Citi Mortgage
Country: USA
State: Texas

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