Consumer complaint received 2015-11-24
Company: CITIBANK, N.A.
State: CA
Product: Mortgage
Sub-product: Conventional fixed mortgage
Issue: Application, originator, mortgage broker

Complaint:
Re : Misrepresentation/Misleading Possible discriminationXX/XX/2015, I called CitiMortgage inquiring about a refinance on my home loan. I have been a customer of CitiMortgage over 25 years. 
The representative I spoke with told me of XXXX different types of refi. 
Refi no money out would not require any appraisal Refi with cash out.. would require appraisal. 
He gave me rate and fees on both. I advised him I would think about it and call back. 
XX/XX/XXXX I called CitiMortgage back and spoke with a XXXX XXXX. I explained I wanted to lower my payments on my current mortgage. He again told me of the XXXX different methods ... 
Refi no money out would not require any appraisal Refi with cash out.. would require appraisal. 
When I told XXXX I did n't know which way to go, he suggested I do the Refi with cash out. If I change my mind, I could always go the other route. I agreed to it. 
Then we ran into a problem. The appraisal company and I had a disagreement ** and we were unable to complete the appraisal part of the loan. When I called CitiMortgage to advise them of the problem, I was told there was nothing they could do since they can not interfere with the 3rd party vendor. It was suggested I just withdraw the application and they would refund my XXXX XXXX paid for appraisal fees back. I was not happy. 
I called XXXX XXXX and explained the problem. I told him lets go ahead and switch my application to a Refi with no cash out since that type of refi did not require an appraisal. 
He said he would have to get back to me. 
He called me a couple of days later and stated " they '' changed their minds. " They '' are now requesting an appraisal on the property after all ... ... even though taking no cash out. 
I advised XXXX I have been told twice by XXXX different people ( XXXX being him ) that on a no cash out refi, an appraisal would not be required. He said I know, I will have to find out why they are saying that now and get back to you. ( I also have email trails ) I have heard nothing since ... even after several texts to XXXX inquiring. 
I have a XXXX credit score ... so I know it 's not a credit issue I have had a loan with CitiMortgage for over 25 years with excellent pay history..so I know that 's not it. 
Isnt this misrepresentation? Misleading? Providing untrue information? Or is it because : Is it because I am female? 
Is it because I am older? 
Is there now discrimination involved? 
To change their mind after what I was first told by XXXX separate people? To the point that their own loan rep doesnt even know why? 
I sent a complaint letter to CitiMortage on XXXX/XXXX/15. I received an acknowlegement they received. It would be reviewed and I would be advised. Never heard back. 
I was also told I would get my $ $ back. They charged my credit card {$520.00} and TODAY, over a month later I get a letter that I will only get a credit of $ XXXX.back. 
**appraisal issue : I have a home with XXXX XXXX acres. There is an old house at the end of the property that was build in the XXXX that is waiting to be torn down.. In the pass, CitiMortgage classified the old building as a " outbuilding '' or a " shed '' as it added no value to the property ( I have refinance twice before with Citi ). I have a nice XXXX story home with a huge barn/stables and a pool. Citi 's contracted appraisal vendor wants to inspect the old house and it has to pass inspection ... which it wo n't ..Hence why I am going to tear it down. We could not come up with an agreement ... 
I explained the situation to CitiMortgage ..reminding them I have been a customer of theirs for over 25 years and we have refinanced twice before with no issue. My loan balance is only {$120000.00} with property value ( without that old house ) well over that. They said nope ... .had to have appraisal. 
Advised me to withdraw my cash out loan.

Company public response: Company chooses not to provide a public response
Company response to consumer: Closed with explanation