Consumer complaint received 2017-11-03
Company: CITIBANK, N.A.
State: NV
Product: Mortgage
Sub-product: Home equity loan or line of credit (HELOC)
Issue: Closing on a mortgage

Complaint:
See below the numerous emails and attempts that I have made to contact the lender.  The home owner filed bankruptcy, the property is vacant and it is upside down.  The property is on the market, has been marketed and both lien holders have conducted interior bpo values.  We have a procured a bonafide buyer who is cash and can close in a matter of weeks.  The first lien holder has issued the approval and the 2nd lien holder CITI is forcing the file to foreclosure.  They are in 2nd position and the single point of contact, the executive response unit and the executives and short sale department at CITI are completely ignoring all of our emails, our requests and we have a short sale approval from the first that is going to expire.  We have the sent the offer, proof of funds, buyers docs , supporting short sale docs and the HUD with the approval from the first.  The lack of response, the lack of care and negligence on this file should not be tolerated.  The single point of contact promised an email 2 weeks ago and he has not yet sent an email, he is has an act of duty and care to our mutual client and he is failing to cooperate, he has violated a lot of rules and it should not be tolerated.  The short sale department and CITI executives are all in receipt of the email and not one of them has responded.  We have a mutual  client who is approved to do a short sale and wants to move on with her life and Citi is holding her back.  They are asking her to do a loan modification, why would a borrower that filed BK, and has moved out of the home, that is now vacant and upside down do a loan mod?  They are clearly stalling the short sale process and the first short sale approval letter is about to expire.  There is also a foreclosure sale date.  They are in 2nd position and can not dictate the sale.  It is unfair, unethical, misleading and lack of care - See below the emails and I am attaching all the emails I have sent to everyone at CITI and not one response.
THIS IS MY FINAL EMAIL TO CITI MORTGAGE before a complaint is filed with the CFPB, OCC and HUD
 
You can clearly see from the numerous emails I have sent that the negligence and lack of care on CITI MORTGAGES end has violated a lot of the regulations and is potential forcing the seller to get foreclosed on.  If this is not resolved in its proper manner the complaint will be filed.
 
We have an approval on the first mortgage.  We have a cash offer , and we are ready to close.  Citi  mortgage has the BPO values in , we have the sent the cash offer, proof of funds, HUD and we are ready to close.  The lack of communication, follow up and lack of care are causing the file to be delayed.  The SPOC has failed to send an email as promised last week and failed to submit the file for an approval.
 
Citi is in 2nd position.  They can not dictate the sale.  The first has offered $XXXX to release the lien.  The did not require the owner to do a modification so why would Citi want a home to submit for a  modification on a vacant home when the first lien holder has not offered a modification and issued a short sale approval.  It makes no sense and the SPOC clearly is not educated on the process.  He also could not answer any of my questions on the deadlines and his lack of education and follow up could force out mutual client to foreclosure.
 
I am URGENTLY asking that CITI issue an approval and we will close next week.  Please do the right thing and issue the short sale approval.
 
--------- Original Message --------- 
Subject: RE: * URGENT- CitiMortgage-XXXX XXXX XXXX]-Executive Response Unit From: XXXX
Date: XX/XX/XXXX XXXX XXXX
To: "XXXX XXXX XXXX  '" 
Cc: XXXX, "'XXXX XXXX XXXX '" , "'XXXX'" XXXX 
 
Can one of you please send a courtesy repsonse.  XXXX why are you not actively working or repsnding to our emails or requests.  You are affecting the sale and could potential  have this property go to foreclosure with your lack of follow up.  This is unacceptable.
 
I will be esclkating this to the Vice President of Citi, the CFPB, OCC and HUD.
 
Thank you
 
 
--------- Original Message --------- 
Subject: RE: * URGENT- CitiMortgage-XXXX XXXX XXXX]-Executive Response Unit From: "XXXX XXXX" 
Date: XXXX XXXX XXXX
To: "XXXX XXXX XXXX '" 
Cc: XXXX, "'XXXX XXXX XXXX '" , "'XXXX'" 
XXXX
 
Can you confirm that the email below was received and it is being addressed.  The SPOC has failed to send me the email with the request for docs and I do not have the time to keep emailing him as well as chasing him to follow up on a file.
 
We have a  mutual client that is being drastically affected by this and it will not be tolerated.
 
I was promised an email last week of missing docs, I still do not have anything and still to date the borrower has not received a letter or call from anyone at CITI  explaining the new guidelines, if in fact they were put in place and the lack of care and negligence on this file will not and should not be tolerated.
 
We have a cash buyer, and approval from the first lien holder as well as a scheduled foreclosure and of CITI fails to cooperate they will get $XXXX in a foreclosure when the first is offering them $XXXX to release the lien through short sale.
 
I will take this further if I do not get a response today as this is now becoming unacceptable.
 
Thank you
 
 
 
From: XXXX XXXX  XXXX 
Sent: Thursday, XX/XX/XXXX XXXX  XXXX To: 'XXXX XXXX XXXX ' 
Cc: XXXX ; 'XXXX, XXXX XXXX ' ; 'XXXX' 
Subject: RE: * URGENT- CitiMortgage-XXXX XXXX XXXXt]-Executive Response Unit Importance: High
 
XXXX
 
Do we have an escalation emails or an executive response team member that can take this file over.
 
I spoke with XXXX yesterday and he was supposed to send me an email on missing docs and no email has been sent.  I cannot stress that the lack of care, and follow up on this file is causing the file to be at the stage of where it is.  XXXX closed the file when we repeatedly explain we had an approval from the first and we need approval from Ciit.  After 5 emails and several VMS and escalations we receive a call to say the rules had changed.
 
He also stated that the CFPB changed the regulations last week that all home owners had to try  modification first before a short sale.
 
I have explained over and over that we have had this file in process for weeks now and well before the change- which I have emailed the CFPB to verify.  This change per XXXX was not sent in disclosed to the home owner nor the agents.  ANY CHANGES to the owners account should be relayed to the owner and the agents in writing as soon as possible.  This was and still has not been disclosedto the seller.  Failure to disclosure is a violation.  The longer we leave this property to sitting vacant the more chance we have that squatter will occupy it, damage it, decrease it values and make it impossible for us all to sell it
 
I can not stress how much we need this file escalated.
 
Citi mortgage has the bpo values in
We have approval from the first
We have a cash buyer
We are set to close and need Citi to submit the offer, buyers pof and hud, along with the approval we sent for an approval.  
 
Thank you.
From: XXXX XXXX XXXX XXXX 
Sent: Tuesday, XX/XX/XXXX XXXX XXXX
To: 'XXXX XXXX' 
Cc: XXXX
Subject: RE: * URGENT- CitiMortgage-XXXX XXXX XXXX]-Executive Response Unit XXXX,   I need to even still ID this one?    I am not actively working on this matter in any capacity!   I would make contact with your agents at Citi who are working it 
 
XXXX XXXX         Executive Response Specialist | CitiMortgage Executive Response Unit | XXXX XXXX XXXX XXXX XXXX XXXXXXXX XXXX, MO XXXX   
Direct #XXXX Fax: XXXXXXXX 
 
The information contained in this e-mail message is proprietary and confidential business information and is intended only for the personal and confidential use of the recipient(s) named above. If the reader of this message is not the intended recipient or an agent responsible for delivering it to the intended recipient, you are hereby notified that you have received this document in error and that any review, dissemination, distribution or copying of this message is strictly prohibited. If you have received this communication in error, please notify the sender immediately by e-mail and delete the original message.
 
 
From: JXXXX XXXX XXXX 
Sent: Monday, XX/XX/XXXX XXXX XXXX To: XXXX XXXX XXXX XXXX Cc: XXXX 
Subject: RE: * URGENT- CitiMortgage-XXXX XXXX XXXXXXXXExecutive Response Unit XXXX
 
Do we have any update on this loan and hopefully approval letter?
 
Thank you
 
From: XXXX XXXX XXXX XXXX 
Sent: Friday, XX/XX/XXXX XXXX  XXXX
To: 'XXXX XXXX' 
Subject: RE: * URGENT- CitiMortgage-XXXX XXXX XXXX]-Executive Response Unit  
We are working to get it into the right hands asap!
 
XXXX XXXX Executive Response Specialist | CitiMortgage Executive Response Unit | 1XXXX XXXX XXXX, XXXX XXXX XXXX XXXX, MO XXXX   
Direct #XXXX Fax: XXXXm
 
The information contained in this e-mail message is proprietary and confidential business information and is intended only for the personal and confidential use of the recipient(s) named above. If the reader of this message is not the intended recipient or an agent responsible for delivering it to the intended recipient, you are hereby notified that you have received this document in error and that any review, dissemination, distribution or copying of this message is strictly prohibited. If you have received this communication in error, please notify the sender immediately by e-mail and delete the original message.
 
 
From: XXXX XXXX XXXX Sent: Friday, XX/XX/XXXX XXXX XXXX To: XXXX XXXX XXXX XXXX Subject: RE: * URGENT- CitiMortgage-XXXX XXXX XXXX]-Executive Response Unit Loan #XXXXXXXXX
 
Payoff attached,
 
From: XXXX XXXX XXXX XXXX 
Sent: Friday, XX/XX/XXXX XXXX  XXXX
To: 'XXXX XXXX' 
Subject: RE: * URGENT- CitiMortgage-XXXX XXXX XXXX]-Executive Response Unit Had I worked on this case before?  I am not finding even a loan number 
 
XXXX XXXX Executive Response Specialist | CitiMortgage Executive Response Unit | XXXX XXXX XXXX XXXX XXXX XXXX XXXX, MO XXXX   
Direct #XXXX Fax: XXXX
 
The information contained in this e-mail message is proprietary and confidential business information and is intended only for the personal and confidential use of the recipient(s) named above. If the reader of this message is not the intended recipient or an agent responsible for delivering it to the intended recipient, you are hereby notified that you have received this document in error and that any review, dissemination, distribution or copying of this message is strictly prohibited. If you have received this communication in error, please notify the sender immediately by e-mail and delete the original message.
 
 
From: XXXX XXXX XXXX 
Sent: Friday, XX/XX/XXXX  XXXX XXXX
To: XXXX, XXXX XXXX XXXX Subject: RE: * URGENT- CitiMortgage-XXXX XXXX XXXX]-Executive Response Unit XXXX XXXX.
From: XXXX XXXX XXXX XXXX 
Sent: Friday, XX/XX/XXXX XXXX XXXX
To: 'XXXX XXXX' 
Subject: RE: * URGENT- CitiMortgage-XXXX XXXX XXXX]-Executive Response Unit Who is the Seller name here, please?
 
 
 
XXXXXXXX XXXX Executive Response Specialist | CitiMortgage Executive Response Unit | XXXX XXXX XXXX XXXX XXXX XXXX XXXX, MO XXXX   
Direct #XXXX Fax: XXXX  
The information contained in this e-mail message is proprietary and confidential business information and is intended only for the personal and confidential use of the recipient(s) named above. If the reader of this message is not the intended recipient or an agent responsible for delivering it to the intended recipient, you are hereby notified that you have received this document in error and that any review, dissemination, distribution or copying of this message is strictly prohibited. If you have received this communication in error, please notify the sender immediately by e-mail and delete the original message.
 
 
From: XXXX XXXX XXXX 
Sent: Friday, XX/XX/XXXX  XXXX XXXX
To: XXXX XXXX XXXX XXXX]
Cc: XXXX XXXX XXXX XXXX 
Subject: * URGENT- CitiMortgage-XXXX XXXX XXXX]-Executive Response Unit Importance: High
 
COMPLAINT TO BE FILED IMMEDIATELY 
 
XXXX
 
I have now sent you 5 emails, I have called and left VMs on behalf of our mutual client and you have yet to respond.  I have expressed over and over we have the approval letter from the first lien holder and I have sent you the approval , offer, HUD and buyers POF and ask that you escalate the written approval letter from Citi so we can close by the end of the month.
 
This loan is not getting paid in full and is in 2nd position.
 
Your lack of responses show lack of care, and negligence on this account
 
XXXX, you have been excellent in the past and I am asking if you can please step in.  Please see below all  emails and can you please help me obtain a written approval from Citi.   We want to close by the end of the month.  The bpo values are in and we have a complete packet and approval from the first.  We want to close by end of month
 
Thank you very much
 
 
 
From: XXXXXXXX XXXX  XXXX 
Sent: Monday, XX/XX/XXXX XX/XX/XXXX XXXX To: 'XX/XX/XXXX' 
Cc: 'XXXXXXXX' ; 'XXXX' 
Subject: RE: CitiMortgage-XXXX XXXX XXXX]-Executive Response Unit Importance: High ***FINAL REQUEST*** URGENT XXXX- 2ND REQUEST- WE  ARE TRYING TO CLOSE BY THE END OF THIS WEEK.
 
Attached is the approval from the 1st lien holder and the HUD.  You already in receipt of all other docs. 
 
I need CITI to issue a short sale approval letter asap.  The loan is not being paid in full and the buyers want to close on Monday
 
We need this rushed please.
 
What docs do you need to approve.  
 
Attached is the Approval from the first lien holder.
 
Thank you
 
 
From: JXXXX XXXX XXXX  
Sent: Thursday, XX/XX/XXXX XXXX XXXX
To: 'XXXX XXXX XXXX ' 
Cc: 'XXXX ; XXXX 
Subject: RE: CitiMortgage-XXXX XXXX XXXX]-Executive Response Unit Importance: High
 
URGENT XXXX- 2ND REQUEST
 
I need CITI to issue a short sale approval letter asap.  The loan is not being paid in full and the buyers want to close on Monday
 
We need this rushed please.
 
What docs do you need to approve.  
 
Attached is the Approval from the first lien holder.
 
Thank you
 
 
 
FromXXXX XXXX 
Sent: Wednesday, XX/XX/XXXX XXXX XXXX To: 'XXXX XXXX XXXX ' 
Cc: 'XXXX' ; XXXX Subject: RE: CitiMortgage-XXXX XXXX XXXX]-Executive Response Unit XXXX  
This loan is NOT getting paid off in full.  It is in 2nd position.  Attached is the approval from the first.
 
Please issue asap the short sale approval from Citi so we can close.
 
Thank you.
 
--------- Original Message ---------
Subject: RE: CitiMortgageXXXX XXXX XXXX]-Executive Response Unit
From: "XXXX XXXX" 
Date: XX/XX/XXXX XXXX XXXX
To: "'XXXX XXXX XXXX '" 
Cc: "'XXXX'" 
Can you send me an updated payoff good through 30 days
 
Thank you

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 explanation