Consumer complaint received 2019-05-31
Company: CITIBANK, N.A.
State: MD
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Applying for a mortgage or refinancing an existing mortgage

Complaint:
This complaint is concerning CitiMortgage originating a loan based on inaccurate information provided in an appraisal report that was produced by XXXX XXXX of XXXX Appraisals ( XXXX ). These factual errors impact the assessed value of the home. The errors are as follows : wrong neighborhood listed, incorrect number of bedrooms and incorrect number of bathrooms. Report contains unflattering pictures of the inside of the home. CitiMortgage had roughly 3 weeks to have the factual errors corrected prior to originating the loan however CitiMortgage chose not to have the appraisal report corrected. The loan was originated on XX/XX/XXXX and the appraisal report was made available to me on XX/XX/XXXX through the XXXX portal. The following is a chronology of events : XX/XX/XXXX Informed XXXX XXXX XXXX that appraisal report contained an inaccuracy. 
XX/XX/XXXX - Sent e-mail to XXXX XXXX of XXXX Appraisals re : the inaccuracies that are contained within the report. 
XX/XX/XXXX XXXX XXXX XXXX responded to my e-mail stating that the appraiser will make the corrections and issue a new appraisal report. 
XX/XX/XXXX Sent second e-mail to appraiser informing him that there are two additional errors that are contained within the appraisal report. 
XX/XX/XXXX - XXXX responded to e-mail stating that I need to go through the lender/appraisal management company. 
XX/XX/XXXX I responded to XXXX e-mail inquiring as to who is the appraisal management company. XXXX responded via e-mail that the lender can make the request. 
XX/XX/XXXX Sent e-mail to XXXX XXXX XXXX  XXXX, CitiMortgage loan originator, of the inaccuracies contained within the Appraisal Report. 
XX/XX/XXXX XXXX XXXX XXXXXXXX responded to e-mail stating that I have to contact my XXXX loan officer/counselor re : an appraisal appeal. 
XX/XX/XXXX Contacted XXXX Mortgage Consultant re : appraisal appeal form XX/XX/XXXX I responded to XXXX XXXX XXXXXXXX e-mail stating that I am requesting to have the factual errors corrected on the appraisal report that were made by the Lenders appraiser. I requested that XXXX XXXX XXXXXXXX explain why XXXX would not have the appraiser correct the errors. XXXX XXXXXXXX  XXXX never responded to my e-mail. 
XX/XX/XXXX Provided detailed explanation of the factual errors that the appraisal report contains to XXXX Mortgage Consultant via e-mail. 
XX/XX/XXXX Appraisal report with a postmark date of XX/XX/XXXX was sent to me in an unsealed envelop exposing PII related to me. 
XX/XX/XXXX XXXX XXXX XXXX forwarded the information to her appraisal team for review. Was informed that the process can take up to ten days for resolution. 
XX/XX/XXXX Sent follow-up e-mail to XXXX XXXX XXXX re : an update on the appraisal appeal. 
XX/XX/XXXX Sent second follow-up request to XXXX XXXX XXXX re : an update on the appraisal appeal. 
XX/XX/XXXX XXXX Mortgage Consultant responded that she sent a follow-up request to her Closing Team and Appraisal Dispute Team. I was ccd on the e-mail to both teams. 
XX/XX/XXXX Sent follow-up e-mail to XXXX XXXX XXXX and the Appraisal Disputes Team.

XXXX XXXX XXXX XXXX responded asking did I contact the servicing team at  CitiMortgage directly. 
XX/XX/XXXX I responded that I contacted XXXX XXXX XXXX XXXXXXXX at CitiMortgage and that he directed me to XXXX. 
XX/XX/XXXX CitiMortgage has yet to correct the factual errors contained within the appraisal report. XXXX Appraisal Disputes Team has yet to address the issue.

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