The never-ending story of Cit's incompetance and failure to follow governments rules.

[Mike0124]

I'm hoping that a LoanSafe employee will be able to respond but anyone who can offer guidance would be great. I've been trying to get a mortgage modification under the Treasury backed Making Homes Affordable program for Fannie Mae loans. I fell behind on our mortgage payments due in part to medical bills from a degenerative neuro. condition. I've managed to pay the mortgage on time the last few months by accumulating debt elsewhere, but obviously can't catch-up on the back 2 months past-due, if I can't make the payments. I researched this program extensively and could serve as the government poster-boy for qualification. My wife and I meet all the pertinent requirements to qualify, including 3 pre-qualified hardships - my disability, birth of a child and increased mortgage payments due to escrow. I clearly wouldn't waste my time if I didn't already know that I qualify. I advise everybody to download the file themselves, it's meant for the bank and explains the process in fairly easy terms. It's called "Fannie Mae Announcement 09-05R Service Guide".
I wait for hours on the phone to get through to incompetent employees who knows far less about the program then me. I've been dealing with M.O.S. (Mortgage Outreach Services) a contractor hired by Citi to implement the modifications. After reviewing the ENTIRE Workable Solutions questionnaire with the rep over the phone, for now a third time, I'm finally told last Thursday by Keith Robinson ext. 3679 that the computer was saying I didn't qualify due to my Mortgage payment-to- income ratio already being below the 31%. He said it was 30%. I confirmed he had the numbers I gave him, $2050.00 mortgage payment and $5400.00 gross income. He confirmed he did, I pointed out that was actually 37% payment to income ratio. He told me his computer said otherwise (a bank and employees that can't due basic math??? these are the people deciding my fate???) he would need to contact his Sup. and get back to me later that night or the next AM. Two days later, after not hearing from anyone I decided I had a few hours to kill and called back. I spent 83 mins waiting to get through to someone that told me he couldn't transfer me to Keith because he was on the phone, but he could help. Great, so once again after reviewing the entire Workable Solutions package with this rep for a 4th time - he too told me the computer was telling him I didn't qualify. I explained the situation with Keith and he said that wasn't this problem. The mortgage was above the 31% and the computer just wasn't telling him why I didn't qualify. I assured him I did qualify. He further explained that we weren't "dis-qualified" meaning we couldn't apply again, only that the computer said we didn't qualify?? The stupidity makes my head spin!! He offered to send an email to Keith and have him call me back. He said "maybe Keith had answers for me from his Supervisor" 2 days prior. I explained that wasn't acceptable and asked that he address this with his own Supervisor while I wait. Long(er) story short, the Sup had no idea why either, and would need to make a few calls and would not get immediate answers. He assured me he would call me the next day. I asked that he give me his name, James Baldwin @ ext. 3780 just in case. That was 5 days ago and I'm at a loss of where to go now. It's clear this is a systemic problem and there is zero accountability. Who do I call to say the bank can't do the basic math necessary to process the applications? Freddie Mac has been named the compliance agent but good luck trying to find out where to log those complaints. I've noticed in other posts that LoanSafe has a Citi contact number which I haven't tried yet. Is that my best option for help and accountability?? Can I have Fannie Mae qualify me directly?
Finally, I was hoping that LoanSafe, given its direct contact with management would ask Citi to utilize a little known section of the guidelines Fannie Mae established concerning any contractors they hire for the Making Homes Affordable program. Specifically, page 25 of announcement 09-05R, final bullet point stating "A servicer shall remove and replace any contractor that fails to perform and ensure that all its contractors comply with the terms and provisions of the servicing guide". The pain and suffering these ignorant, insensitive, and downright incompetent employees are causing to families across this country is immoral and unacceptable!! I had no idea until I found this site that my situation was somewhat common. Problems are far more common than stories of success and without eliminating the employees behind these acts they'll continue unabated. As long as we continue to allow these people to treat us with such disrespect, it will continue.
Any guidance you can provide would be greatly appreciated.

[SillyWorld]

I would apply at NACA.com ASAP as most of us that have a Citi account must do as they just run around and round

[Sunbeam]

write your congressperson. If the loan is backed by freddie or fannie cc them on the letter and also cc the letter to office of the president of citimortgage. I went through exactly what you are going through, startingt this ridiculous process last February! The day after my congressperson got my letter, I received a call from citimortage and freddie mac and they are looking at it again and will get back to me within one week. Yes, I was called. Go figure.

[SillyWorld]

Yea they (Citi) called me ONCE too, But I am Ginnie Mae and they do not participate in any programs..Hahahah But after the 15th AUG woo hoo they Have to by LAW...Weeeeeeeeeeeeeee

[mel239]

I dont qualify for NACA because I rent out a housethat I am current on but have not been able to sell.I have called,faxed and emailed citi for a year after my stroke.i know have uncontrolled epilepsy and cant drive with 3 babies at home and Im alone-no family.Ive recently started receiving longterm disability-will never get my credit cards caught up used them for a roof,2 floods rotted bathroom floor and bad septic--this house was a foreclosure that drained me for 2 years-now I have no credit,no money and no hope.Faxed info to Jeanne Drake no response.according to citi my contact is Nina Caselor--I call everyday-they tell me she has called me but Ive never heard a word.Ive already had a case mgmt conference with the courts and it was continued til Aug 25. Ive faxed my file to OHFA and ESOP and they tell me not to worryI just cant believe I broke myself to make this house habitable and now they can sell it to someone else.I think its time to rollover and let citi win.I see no other way out

[Sunbeam]

write your congressperson

[Mike0124]

Thanks to everyone so far for your responses.
SillyWorld, you mentioned NACA which I had heard in the past. I appreciate your advice but they are basically a Political Action Group that stands for things I don’t and can’t support, personally. When I researched them@ NACA.com, (as I strongly suggest everyone do themselves before giving any information or making a commitment), I was more than troubled. It can’t hurt to talk to anyone but what specifically stuck out to me was their mandatory or forced – volunteering requirement!! Look under the “At-risk Homeowners” section on the main screen, click on “Home Save Program”, find the title “General” and click on “Click here – Eligibility”. It states the following as requirement #4 “Participate in at least five actions and activities a year in support of NACA’s mission: . . . . .When you join NACA, you agree to the Participation Pledge which requires you to participate in at least five activities a year. This applies immediately as long as you have the mortgage restructured through NACA. Thus you may not be able to access the NACA program if you do not participate. We need you to take the initiative and contact your NACA office to volunteer and participate.”
I don’t think any less of someone who uses them, they get what they want and if you really need the help – it’s an option. Thanks you again for the advice

Sunbeam, thank you too. I’m actually in the process of writing a letter. I live in Connecticut so Sen. Dodd is my Senior Senator and the Chairman of the Banking committee. Hopefully that will get the Citi CEO’s attention, unfortunately I fear that will take too long. I’m hoping to get my situation resolved quicker than that (probably still naive) but feel I need to stick with this long-term and I’m going to press for accountability from these companies regarding their contractors.

Mel239, I’m sorry to hear your story and I feel your pain. It took over 2 years for my disability to be approved; I paid mortgage, utilities, groceries and credit cards with checks from other credit cards that entire time. No one cared or tried to help until I hired an attorney. It was just the way the “system” worked – SLOW and Heartless. I’m still carrying much of that debt today, including back TAXES on the disability for those 2 years. Since I‘ve been behind on my mortgage, Citi continues to report a default, so of course all of my credit cards have been closed or the remaining credit was cut to my current balances. Dealing with Social Security (Disability) is bad enough, but to have the difficulty of facing foreclosure at the same time must be terrible. I’m sorry and the best advice I have for you is to keep fighting. Nothing comes easy in life and for those of us that aren’t as strong or healthy as the next person, we have to fight harder. You mentioned long–term disability and I assumed it was Social Security, but regardless, if you have a legitimate and consistent source of income then the bank or even the court will likely work with you. I know of someone already in foreclosure here in Ct that is negotiating new terms for their mortgage with a lawyer hired by the bank to handle the foreclosure. Most banks are willing, and many courts are ordering, that the loan be renegotiated before they allow a full foreclosure. Banks don’t typically want to own properties. Just don’t give up, keep fighting because assuming it’s not affecting your health - it can’t hurt. Another option is to check with your State and Local govt. to see if they have or know of any agencies that assists and advocates on behalf of people with disabilities. Here in Ct it’s called the Office for Protection and Advocacy for persons with Disabilities (OPA). I wish you the best and keep us posted….

[CW California]

Originally Posted by sillyworld

yea they (citi) called me once too, but i am ginnie mae and they do not participate in any programs..hahahah but after the 15th aug woo hoo they have to by law...weeeeeeeeeeeeeee

happy dancin' with silly., yippeeeee!

[mel239]

Thank You and best wishes to all.At the end of a long day spent dealing with citi,courts utilities bill collectors,doctors,kids schools and disability and 3 young kids by myself remember kiss your kids and spouse they matter the most

[Frustrated with Chase]

Yes. Good luck. Those who are in need are promised help...only to find a never ending maze of a gajillion departments who say different things and do not talk to each other. HOPE....it's all gone in the bureacracy and red tape. There is hope for some...those who keep fighting. But, it's a full time job. I was fortunate to find work after being laid off. Now I am on the phone with Chase for at least 10 hours a week. Talk about a person trying to pee in a corner in a round room..tranfer to this dept. then the next, then get hung up on after an hour just to find out that the person who told you they would help you now tells you ther is no HOPE and you are screwed.

Forget about politics. I used to be a Republican..am still Conservative, but we are getting screwed by both. BHO has good ideas but no plan to see any thing through..it's all proffessor hypothetical B.S. None of the mortage companies know any thing. Once I started quoted Fannie Mae guidelines, they freak out and either say it's out of their scope or just hang up.

I do not need a bail out...just a bit of temp help, but instead I get no answers because the Fed did not get invloved...just said it's a good idea..let's roll with it and see what happens....sounds good to me this s*.

I have had Chase ding my credit. I have spoken with about 40 people at Chase in different departments. They all have different stories/guidelines. I have been hung up on multiple times...not for being rude, but just becaue they did not want to listen. When I quote the Fannie Mae gudelines that they are not supposed to ding my crediot during the Trial period I get mixed reactions...hung up on or you are right and the rest of our agents are not educated. When I ask them to get on the line and educate Chase, the next Chase person ignores, gets rude, or puts me on eternal hold.

Good luck! If you had been with Chase..really good luck. I am now talking to the "Execuitive Resolutions Group" and even they have passed the buck...keep you posted.

[Frustrated with Chase]

To the "Senior" members of the group:

How can you let this go unanswered? we see all of the people shouting and standing up for or against health care. You would think that this issue would be a close 2nd or 3rd. I have seen no media attention on this issue, besides the 5 minute clip on the website...Moe would do much better on national TV than I would and I give him credit for that.

The rest of us are being bombarded, snowed in, given the ULTIMATE run around, and lied to over a significant issue.

Why doesn't the rest of the media know about this? How can BHO put out a plan that is extolled as great, but is about as screwed up as it can be?...not picking sides.....just stating facts