Consumer complaint received 2021-01-15
Company: CITIBANK, N.A.
State: NY
Product: Mortgage
Sub-product: FHA mortgage
Issue: Applying for a mortgage or refinancing an existing mortgage

Complaint:
We filed an application with Citi mortgage on XX/XX/XXXX and our closing date was scheduled for XX/XX/XXXX. We complied with every request expeditiously. Unfortunately, CitiMortgage failed to communicate with us in a timely manner. CitiMortgage gave me a commietter and then rescinded there decision after our scheduled closing date and after the purchase contract expired. We locked our rate which prevented us from applying for other mortgages. Citmortgage made no effort to contact me, their employees went on vacation and held my file. In doing so, this has caused potential homelessness and put us in a tremendous financial hardship including losing our good faith payment. Citimortgages delay in processing our application timely caused our contract to expire, which sentenced us to homeless. 
Initially, we did not hear from the processor for more than 7 days because we were given the wrong name. This delayed schedule NY the appraisal because they did not include the FHA number. Our attorney, the buyers attorney, buyers XXXX all made several unsuccessful attempts to reach the loan officer and processor assigned to my case. 
I was encouraged to pay over {$600.00} to lock my rate and had a closing date of XX/XX/XXXX. I submitted emails and uploaded evidence more than 60 times and all were done timely. The loan officer told us to pay {$100.00} to take a home buyers education in order to receive {$5000.00} off closing costs. This supported our belief that we would get a mortgage with Citimortgage. I was told my file was In que for underwriting on XX/XX/XXXX. Yet, the underwriter went home without completing my file on XX/XX/XXXX. Citimortgage lead me and the buyer on to believe that we were going to close on that house. There was absolutely no reason it took so long to make a decision in the first place.According to serval representatives it was in pending decline since XX/XX/XXXX, Yet, the underwriter updated the conditions and requested additional evidence. No one at Citi contacted me to advise of the necessary documents needed. We found out by looking at the portal XXXX XX/XX/XXXX. As a result, we submitted all the evidence and continued to call Citi Mortgage for guidance but we got no response. 
On Monday XX/XX/XXXX, we continued to call numerous times that day. We got no response from any processors or loan officers. It took an unrelentless effort to get a person to contact XXXX XXXX, the backup loan officer. Each time I called they asked if I spoke to the processor. I called CitiMortgage more than 10 times that day, only to learn that everyone on our case was on vacation. We called and emailed the backups and they too were on vacation. I spoke to XXXX XXXX, a sales manager numerous times. However, it was extremely difficult to speak with anyone at CitiMortgage. XXXX XXXX ( the backup loan officer ) reviewed the notes and advised us to submit letters of explanations and provide additional proof and we did the following day! When we called back the following day, she advised of another set of requests that were not the same as what she explained and were not listed on the conditions in the portal. This continued for another 9 days only to learn we would still be denied. 
Lastly, I think its a disgrace that your employees hold XXXX lives in there hands. It is unfortunate that Citimortgage did not take any of this or the sense of urgency especially during COVID. We are essential workers and we were made to feel as if we were bothering the processor for inquiring about our application. This entire process was unprofessional to say the least. 

Email from my attorney to the company : From : XXXX XXXX XXXX Date : XX/XX/XXXX at XXXX XXXX EST To : XXXX Cc : XXXX XXXX XXXX, XXXX Subject XXXX XXXX From XXXX - XXXX XXXX XXXX XXXX XXXX, XXXX XXXX NY Good Morning : I am the attorney for XXXX and XXXX XXXX in reference to their purchase of the above premises. The purpose of this email is to introduce myself to you and provide you with my contact information, which is set forth below. My clients have until XX/XX/XXXX to obtain a written mortgage commitment letter. Once same is issued kindly forward a copy to my office, so that I may comply with the contract deadlines. Please advise if the bank appraisal has been scheduled and/or performed. In the interim, kindly note that I have ordered the Title Report. When available, please provide me with the name and contact information for the bank attorney, so that I may have a copy of the Title Report sent directly to your counsel. I will have the Title Report updated to include your bank as the lender upon your confirmation of the mortgage amount that my clients are seeking. 

If I can provide you with any information or documentation, please do not hesitate to contact me. Thank you. 

XXXX XXXX XXXX Attorney At Law XXXX XXXX XXXX XXXX XXXX XXXX XXXX, New York XXXX Telephone : ( XXXX ) XXXX Facsimile : ( XXXX ) XXXX Email : XXXX XXXX

Company public response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
Company response to consumer: Closed with monetary relief