Consumer complaint received 2018-02-26
Company: CITIBANK, N.A.
State: IL
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Incorrect information on your report
Sub-issue: Public record information inaccurate

Complaint:
According to public records, there is still and open mortgage against a property that we are the title agent for. A phone call to ( XXXX ) XXXX CITI was placed on XX/XX/XXXX @ XXXX XXXX requesting the procedure for obtaining a Satisfaction of Mortgage. I was told by XXXX ( I didn't get her employee id # ) to fax the current title commitment and the recorded mortgage that needs to be released to fax # XXXX and it would be a 15 day turn-around-time. I faxed the requested information to the provided fax # and received a confirmation of a 16 pg. fax being received XX/XX/XXXX @ XXXX XXXX CST. I followed up on XX/XX/XXXX @ XXXX XXXX CST with a phone call to make sure the fax was received. I was told that it may take a day or two to receive and log the request and that I would need to follow up the following day. I followed up XX/XX/XXXX @ XXXX XXXX  with a phone call to CITI to verify that my fax was received and the 15 day turn-around-time had started. I was informed by XXXX ( employee id # XXXX ) that the fax was received and that the 15 days started on XX/XX/XXXX. I called on XX/XX/XXXX XXXX XXXX CST to verify that I would receive the Satisfaction of Mortgage as I was told on XX/XX/XXXX. XX/XX/XXXX came and went with no word from CITI. I called CITI XX/XX/XXXX @ XXXX XXXX  CST to follow up on the Satisfaction and was told that they can see the request and they were going to put a RUSH on it. Then they requested me to re-fax all the info again. I asked why I had to re-fax if they can see my request. Then I asked if they lost my request and reluctantly they admitted that the employee that was working on my request was no longer working there and my request was lost. I was informed it would be another 15 days. I asked for a supervisor and was transferred to XXXX ( employee id # XXXX ) he told me to re-fax all the info for a 2nd time. I told him another 15 day turnaround is unacceptable! I called CITI in the very beginning of this process to see exactly what the process was, I based my closing date on the info they gave me, and I followed all their rules and guidelines. Their failure should be an inconvenience to them, not their customer. I told XXXX ( employee id # XXXX ) that I would re-fax the info as he requested but that if I didn't have the Satisfaction within 5 days I would file a complaint with the CFPB. I did re-fax all the info and received a confirmation of a 17 pg. fax XX/XX/XXXX @ XXXX XXXX CST. I followed up with phone call back to CITI and requested to speak with a Supervisor named XXXX # XXXX. I was informed by a customer service rep. that all employee id # 's come with 2 letters before the number, the initials of the employee. Since XXXX, ( and all other employees I requested a employee id # from ) didn't provide me the complete id #, I couldn't speak directly to him. I was then transferred to another customer service rep., XXXX ( employee id # XXXX ) to make sure the 2nd fax was received. XXXX ( employee id # XXXX ) confirmed receipt and verified that he would be the one working on it. It is now 30 days since the initial request was submitted and still no Satisfaction has been received and CITI has not reached out to me with any request for more info.

Company response to consumer: Closed with explanation