Consumer complaint received 2020-04-29
Company: CITIBANK, N.A.
State: CA
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Applying for a mortgage or refinancing an existing mortgage

Complaint:
My Name is XXXX XXXX I Am XXXX 's XXXX XXXX Husband She is the owner of the home at XXXX XXXX XXXX I am not on the escrow papers referring to the property located at XXXX XXXX XXXX as Mr.XXXX has stated, When we started this Loan process in XXXX of 2019 well before the COVID - 19 Epidemic the interest rate was 3.75 % when we were to set up for the Escrow in XX/XX/2019 the interest rate went up to 4.25 % I asked him why didn't he lock it in when it was 3.75 % Mr.XXXX said he thought the rates were going to go down the rate went up now six months later we are set for escrow at 4,0 % and My wife XXXX and I said we were going to put me on the Title Mr.XXXX said we had to wait until escrow to do so We decided to have only my wife on Escrow and we waited again now Mr.XXXX contacts us and told us that the escrow had to be set back because I was on escrow? we rewrote the paperwork as requested in XX/XX/2019 ( my thoughts are that Mr.XXXX was looking at the old documents that were changed at his request ) just as Mr.XXXX  did when he sent us the wrong completion docs a week ago. they had to re-due the Home appraisal we had to re-submit proof of work we had to re-submit our credit history Mr.XXXX  made promises that he never keep he stated to us that the Loan would only take up to 4 Months but now we are in our 6th Month ready to go into our 7th Month He keeps sending us the wrong Documents He signed us up on Docu sign and said he did it because we wanted it I have several E ; Mails to Mr.XXXX telling him we did not trust Docu sign, This loan is becoming a problem causing stress in our family and unnecessary conflict in a family that is not accustom to such things like this, I have told Mr.XXXX this problem needs to be fixed ASAP this has taken over 6 tormenting Months and we have still not closed this loan. this should not have taken place this is far beyond what it should have taken considering the fact that our Home is in excellent condition the equity is substantial three times the debt, we live in a stable community, We have an exemplary Credit history over 700, along with a good debt to income ratio. There should not have been anything to cause us suffering, We have received the wrong documents several times we have received documents that can not be opened several times, we have received E : Mails with no DocuSign attachments that have requested us to open the DocuSign, Doc that did not exist several times, promises were made and broken, the interest was changed and lost, we were left with Documents to review and sign without any interpretation or representation, Dates were set and changed on multiple occasions, we constantly have trouble communicating with Mr.XXXX, He does not answer calls He seldomly answer E : Mails with an answer to our questions what should not have happened happened. 

I tould Mr.XXXX  these problems need stop. Fix this or I will do what ever is needed to be done to fix it. 
Mr. XXXX XXXX our patience is wearing thin. 

Mr.XXXX  Response to our complaint is another E : Mail stating there is another delay in the escrow due to me being on the escrow? the date has been re-set again.

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