My name is XXXX XXXX - A Housing Counselor submitting the complaint on behalf of my client XXXX XXXX XXXX. 
XXXX XXXX received a loan modification at a XXXX event XXXX XXXX XXXX XX/XX/XXXX. The modification lowered her interest rate and lowered her payment, however even though XXXX XXXX was NOT behind on the mortgage, {$14000.00} was added to her principal balance. This was discovered after she received the final paperwork. 
XXXX XXXX has been trying to find out why her principal balance increased by contacting Citbank and XXXX her new servicer. Citibank refers her to XXXX. XXXX refers her to Citibank. 
I was able to obtain a payment history from Citibank for years XX/XX/XXXX which confirms her payments were never late. 
Assistance is needed to find out why {$14000.00} was added to her principal balance when her loan was " modified '' XX/XX/XXXX when she was not behind on her payments. 
