I completed all of CitiMortgages Workable Solutions paperwork in February, and started calling them in March. I have not been able to get in contact with a counsellor to discuss loan modification per the "Make Home Affordable" program. They are calling me multiple times per day, yet when I do manage to talk to someone, they tell me that they are not aware of anything on my account other than I am late.
Last week, I finally got someone who told me that according to their notes, they received my information in February, and a couple of weeks ago, the counsellor assigned closed my case because they "did not receive my hardship letter". The hardship letter was included in the package that they received in February, and also was sent again in April. For the past few weeks, every time I receive a call from their system, it has been disconnecting me, yet they are sending me letters stating that they are trying to contact me and making threats. In addition, ever time I call their Loss Mitigation group, I am getting disconnected or routed to various voucemail systems, and not a SINGLE person has returned my call from this group (this is a separate group from the collection group that is calling regularly). Additionally, they are adding more late charges monthly, which is not allowed per the program.
It seems to me that CitiMortgage is throwing as many roadblocks in the way of honoring the "Making Home Affordable" program as possible in the hopes 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 that I have been for several years. These are the reasons why I have been having trouble making my monthly payments. In my letter, I even gave them the details of modifying my loan per the program, and based on this, was able to illustrate that I would be able to afford the modified mortgage program 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 by making it too difficult for customers to apply, and if that is the case, they should receive absolutely no government assistance whatsover.
Mark
Birmingham, Alabama
U.S.A.
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