Product: Mortgage

Approximately XXXX years ago we short sold our home that we also had a HELOC tied to. As part of the short sale Citi released the lien and we agreed to continue paying as scheduled. We have done so since that time and are in good standing. The servicer is now XXXX XXXX. We 're attempting to purchase a home and through the validation process XXXX XXXX has notified the company we 're attempting to obtain a loan through that this loan is still secured by the original address. They state they have no record of it not being tied to that property and are blaming it on Citi Financial 's record keeping. I informed the agent I was submitting a formal complaint on the CFPB site and he got upset and started to try and argue with me as to why they were n't responsible. He said they could only go off the info Citi provided them with and that they are n't responsible if the information is inaccurate. That 's when I asked to speak to a manager who told me it would they were unable to research at that time and stated it was my responsibility to provide them with the evidence of the short sale. She then suggested we call Citi to obtain the needed info. 
We then called Citi. And Citi is stating when they sold the account to XXXX XXXX XXXX years ago ( XXXX years after the short sale ) it was tied to property and provided me with the address I was renting at as the collateral. When I stated that I was renting at that address they transferred us to their Short Sale department. The first agent we spoke with in the Short Sale department said that they were n't the servicer of the loan and attempted to hang up. Without listening to my response she went directly into her call closing. We had to yell and say " wait, wait, wait, do n't hang up please! '' to prevent her from disconnecting the call. We ended up speaking spoke to supervisor XXXX in what we later learned was the Mortgage Dept. She tried to transfer us to the personal loan department which was closed at XXXX CST on Thursday XXXX. After XXXX attempts I had to hang up as I was at work and unable to continue. I was already on hold and transferred multiple times over the course of XXXX+ min. When I notified the agents at Citi I wanted them to document this as a formal complaint they ignored me and did n't seem to care that I when I told them I 'd be escalating this to the CFPB if not resolved. 
I 'm back at square one with no resolution and seemingly nowhere to turn. I 'm very upset that this may impact my ability to obtain a loan for a home for my family. We have relocated expecting to be able to purchase a place to live, and this seems to be the only thing that may hold that up. We have XXXX children and moved to the state of XXXX to escape the high cost of living in XXXX. The catalyst for moving here and the silver lining for uprooting our children from the life they knew was being able to afford a home. We have the income to support, but the inadequate record keeping, poor service and these banks reluctance to take ownership and right the wrong may get in the way of our family 's goal. Someone please help. 
Agent 's names I was able to obtain : Citi - XXXX XXXX Mortgage DeptXXXX XXXX Supervisor - XXXX XXXX Customer Service