Consumer complaint received 2020-12-03
Company: CITIBANK, N.A.
State: CA
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Applying for a mortgage or refinancing an existing mortgage

Complaint:
XX/XX/XXXX Citibank Rep emailed me a great offer. 
o no points and we pay all your closing costs including appraisal o With $ XXXX Citi banking relationship 3.125 % ( APR XXXX ) = {$3700.00} interest only o With $ XXXX Citi banking relationship 3 % ( APR XXXX ) = {$3600.00} interest only XX/XX/XXXX Spoke via phone to Citibank rep XX/XX/XXXX Entered in refi ( not sure their exact date from Citi standpoint, but its close. ) XX/XX/XXXX My Rep notified me of Covid delays at Citibank. 
I stayed in communication with my rep, did my appraisal XX/XX/XXXX deposited $ XXXX in Citibank checking and offered to move over IRAs to eclipse the $ XXXX in banking requirement. I was told hold off on the IRAs, and we can work that later. 
XX/XX/XXXX started direct deposit {$1000.00} to Citibank Checking My rep and I discussed possibly closing in XXXX, so I held my current mortgage payment XXXX my mistake ). I did think that I made the payment midway through XXXX, but I did not submit. I have reached out to XXXX asking for support in correcting this. I paid double to catch up once I couldnt get in touch with my rep at Citi. 
XX/XX/XXXX I was notified that my Citibank rep was no longer with the company. 
It took me several calls to different reps to get in touch with an area manager who was responsive. 
XX/XX/XXXX I was asked to upload additional documents and notified that I was no longer in underwriting. 
XX/XX/XXXX I uploaded all new dated documents. Going forward it was me proactively reaching out. I was not in communication unless I initiated outside of snail-mail with conflicting info. 
XX/XX/XXXX Citi manager emailed me back after a couple emails from me stating we are awaiting a review of your file. We have all your docs. 
XX/XX/XXXX and XXXX I asked again if I needed to pay my other mortgage, or if we were closing soon. XX/XX/XXXX I was told to keep paying my current loan as underwriting is backed up. 
XX/XX/XXXX I received an new loan doc via snail-mail, and it looked different than we had discussed. 
XX/XX/XXXX I received snail-mail asking for additional documents. I emailed the only responsive rep ( area manager ), who directed the new loan officer to instruct me on the additional info needed. 
XX/XX/XXXX I was notified I no longer qualified for this loan that I was solicited for. 
XX/XX/XXXX received email that they Citi will credit back the price I paid for the appraisal ( no interest ) and given the info to mail the Office of the President my experience. 

When refinancing, I never move money as it complicates interactions and requires written notification on movement. I held off selling stock which I do annually if I need to catch up. That strategy was agreed with my original loan officer, and we discussed my facing higher credit card payments to achieve Citibank incentives. The Citibank checking incentive of {$1500.00} would help offset that loss of credit payments. After not closing for several months, I had to dip into that $ XXXX sitting in Citibank, and lost that incentive as well.

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