Consumer complaint received 2018-09-16
Company: CITIBANK, N.A.
State: NY
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Applying for a mortgage or refinancing an existing mortgage

Complaint:
Good morning. 

I recently contacted Citibank in an effort to explore consolidating a Home Equity Loan ( currently with Citi ) with my primary mortgage ( currently with XXXX  ). 
On XX/XX/18 I spoke on the phone with XXXX XXXX NMLS ID # XXXX to discuss the process. Initially everything seemed like a go and I provided her with my XXXX XXXX card number and authorized a charge of {$21.00} for a credit check. Approximately 2 hours later, Ms XXXX informed me that due to the fact I was attempting to refinance/consolidate a mortgage for a second home, NYS law limits the amount of money that can be borrowed to 75 % of the home 's value. 
This caused concern as I was uncertain as to whether or not the home will appraise at the necessary value to cover the amount of money being sought. At this point I made it very clear to Ms XXXX both verbally and in email that I was uncertain as to whether or not I wanted to proceed with the application and that I needed a day or so to think about it. Ms XXXX acknowledged my concerns and stated to me that I should sign the E-Document release anyway in order to be able to sign and send documents via email should we move forward. She further misled me by stating to me both verbally and in an email that no further charges will be applied to my credit card until an appraisal is scheduled and conducted. I was further told that the application is on a time limit and that I had until XXXX central time to sign the E-Document release. Again, I was assured that no additional charges will be applied and that I could cease the process at any time with no further charges. 
The following day on XX/XX/XXXX my credit card showed a pending charge of {$870.00} from Citibank Mortgage Application Fees. I immediately contacted Ms XXXX and told her that I never authorized that charge and that I had explicitly told her I was not prepared to move forward with that process. Ms XXXX again stated both verbally and in email that the charge is pending and will only post if the home appraisal is scheduled and conducted. Otherwise it will be returned to the card. I immediately notified XXXX XXXX of the unauthorized charge and they acknowledged my complaint and agreed to monitor it. On the morning of XX/XX/XXXX I then received a phone call from a local appraisal company attempting to schedule an appointment. I informed him that I am not ready to schedule an appraisal at this time and that in fact, based on the deceitful conduct of Ms XXXX I am no longer going to pursue further business with Citibank. At this point I told Ms XXXX that I no longer wished to pursue the consolidation and instructed her to close out my file immediately. 
This morning, on XX/XX/XXXX the pending charge of {$870.00} posted to my credit card. 

Ms XXXX knowingly conducted the business of refinancing a home mortgage in an deceitful manner and blatantly lied to me regarding charges and fees. I have secured three home mortgages in the past and never once have I endured such an unprofessional representative. I am currently in the process of disputing this unauthorized charge with XXXX XXXX. I can provide transcripts of the email correspondence that will corroborate the above statements.

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