Consumer complaint received 2022-02-26
Company: CITIBANK, N.A.
State: WA
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Closing on a mortgage

Complaint:
I started my Citi mortgage application ( loan application number XXXX ) on XX/XX/XXXX. My scheduled closing date ( a new construction ) was XX/XX/XXXX. 

My loan agent said my purchase loan amount is XXXX, but she could try to increase the loan amount to over XXXX to try my other income resources. I paid my upfront fee on XX/XX/XXXX. I then kept checking with the loan agent the progress. On XX/XX/XXXX, I received the notice of providing more information which most of the documents I thought I had uploaded. I asked my loan agent immediately, but got the response back on XX/XX/XXXX with more information needed to provide. I provided the information immediately. There was no update that I kept asking my agent. On XX/XX/XXXX, I got the update to provide more documents which I provided immediately. On XX/XX/XXXX, I got the update that I might not be able to get XXXX loan approval. The maximum they can get is XXXX. This was less than XXXX weeks left from my original closing date. I had no choice, but to work with Citi on the XXXX, and I had to withdraw XXXX more cash from my brokerage account. My agent was still telling me they could meet the original closing date. On XX/XX/XXXX, I got the update to provide more documents including that I had to include my wife in the loan since XXXX bank statement was under her name. We had to rush the application to include her. They surprisingly pulled my credit again. It was about XXXX week from my original closing date. My agent told them they would rush to meet the XX/XX/XXXX timeline which I updated with my realtor agent who told the listing agent and other parties. On XX/XX/XXXX, I got another update to provide more documents which had XXXX days left to close the house. My loan agent still didnt inform me that we need to extend the closing date with the seller. On XX/XX/XXXX, my loan agent said we will have to close on the XXXX since there is no closer during the holiday session. I asked her are you sure that on the XXXX we can close and that I need to update with other parties? '' She said yes. Then we extended the date with a $ XXXX XXXX charge from the seller/builder. On XX/XX/XXXX, we received a XXXX, and asked XXXX questions regarding the XXXX where my realtor said I hope it won't affect the extended XXXX closing date. My loan agent said no, it wont. On XX/XX/XXXX, I got XXXX more documents/questions to provide even receiving my XXXX. I provided it immediately. On XX/XX/XXXX, we got yet another frustrating news that we wont be able to close since appraisal final inspection hasnt done yet, and Citi couldnt waive this. We had to extend the closing date again to XX/XX/XXXX. I tribble confirmed with my loan agent this is the final date that we have signed in the XXXX. If we miss that, we will lose the house and deposit. My loan agent said no problem to set the closing date to be XX/XX/XXXX. However, on XX/XX/XXXX ( after multiple emails/phone calls, my loan agent finally replied that before ), my loan agent told me they started scheduling with the XXXX on XX/XX/XXXX ( XXXX day before the original closing date ), and scheduled the final inspection date to be XX/XX/XXXX which was clearly the Citi loan XXXX messed this up. All parties like seller agent, listing agent, seller ( builder ), escrow all frustrated given barely any communications from Citi loan team until a final notice that they couldnt make it. Since I as the buyer was actively working on this, and wired all the downpayment ahead, sellers gave us the last chance to extend to XX/XX/XXXX the last time to close. Finally, XXXX had the report ready on XX/XX/XXXX, and went through to the Citi system on XX/XX/XXXX. We were able to close on XX/XX/XXXX ( though in the progress before loan approval and funding period, Citi loan barely had any communications with us ). 

During the extension and after the loan closing, I asked my loan agent that Citi to pay for the extension fee ( $ XXXX {$2200.00} ). She happily agreed, but same as the loan process. No final response to us even after the loan has been closed for XXXX  days.

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