My husband and I applied for a mortgage modification after my husband became very sick and was subsequently fired. After applying for the modification, CitiMortgage continued to send the same documents multiple times that contradicted the other and asked for the same documents multiple times. Eventually, we became concerned that our lender did not know what was going on with our modification and we began to contact our Homeowner Support Specialist as to why we continued to receive these letters and no one could answer our questions. We were passed from supervisor to supervisor with no answers until we finally received a new Homeowner Support Specialist who could still not answer our questions as to why we continued to receive the same letters over and over again, but ensured us that everything was received and we could disregard the letters that we received and to continue to make our monthly trial payments until the modification was finalized. 
On XXXX XXXX, 2015 we received an email from CitiMortgage that said, " We have received the signed documents you sent and your mortgage loan modification with CitiMortgage is now finalized. Thank you, and congratulations! We sincerely hope this mortgage payment assistance is beneficial. '' Now, almost three ( 3 ) months later, CitiMortgage informed us that our modification was denied and we now have to pay more than what our mortgage was before we began the modification process. We contacted CitiMortgage and told them we received in writing that our modification was " finalized '' and did n't know there were any issued and was told that " just because we received something that says 'finalized ' does n't mean that it is really finalized. '' When asked if CitiMortgage could locate the email sent to me advising that our modification was finalized, we were told their documents were down and it could not be pulled up at that time. 
We are at a loss of what to do given that we are continuously passed around from department to department and from supervisor to supervisor with no answers except for we did n't return all necessary documents to complete the modification. However, when we ask what documents were missing, CitiMortgage can not identify which documents were missing. 
Any advice would be much appreciated. 
