I XXXX and am on a XXXX month contract. I was crunched with fewer XXXX classes and tried to contact Citimortgage about any type of help I could get within their system. 

After a XXXX month process of speaking to multiple Citimortgage representatives and receiving different answers and interpretations about the same procedures ( possible outcomes and the best timing for initiating which procedures ), I have come here to complain. 

I have two problems with the system currently in place at Citimortgage. 

1. It is reactive rather than proactive. Apparently, the bank will refuse to help unless the customer falls behind and skirts the edge of default ( but paradoxically will not offer a deferment of payment until AFTER the situation has been resolved ). I tried to do the responsible thing and contact them before the issue became a problem of my not being able to pay. 

2. The Citimortgage associates to whom I spoke each had different understandings and misconceptions about what I was trying to do, why I was trying to do it, and how I should go about handling my particular situation. Though I understand that they must follow company policy, each of the representatives should have had the same understanding of how that policy was to be implemented. After having spoken to XXXX different individuals over the course of two months and received multiple possible answers to the same questions, I am EXTREMELY frustrated. 
