Consumer complaint received 2022-02-23
Company: CITIBANK, N.A.
State: SC
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Applying for a mortgage or refinancing an existing mortgage

Complaint:
XX/XX/XXXX, I refinanced my home with CitiBank. The loan went through and I was faithfully making my payments, and I was even 2 months ahead on my mortgage payments. XX/XX/XXXX, I got a letter from HUD, stating that I owed {$15000.00} for a subordinate note, that I did not know I had signed in XXXX. I was threatened by XXXX XXXX at HUD, that she would send the lien to the Treasury Dept. to have my social security garnished until the loan was paid off. I didn't have the money to pay in full. I decided to refinance my home again, to pay off the HUD lien, and went through CitiBank, who was the current mortgage company. XX/XX/XXXX, I worked with XXXX XXXX, processed my application, took out of closing payment, and sent my application to processing. He also helped me find out who made the mistake when my subordinate loan was filed in XXXX by a CitiBank employee. CitiBank tried to blame everyone from Mortgage Solutions that handled the closing, title search, etc. XXXX XXXXXXXX did not find another lien, so my loan was processed XX/XX/XXXX. In doing more research, I find the name of the CitiBank employee that misfiled my subordinate lien under the incorrect name, so that is why XXXX XXXXXXXX did not find the lien signed in XXXX, which I didn't remember signing, or know what it meant when signed in XXXX. I had many errors committed by CitiBank in this new refinance in XXXX. I gave them my attorney 's name to get my loan information done correctly, and to make sure MY ATTORNEY did NOT find any other mistakes/liens that CitiBank or Mortgage Solutions did not find in XXXX when I refinanced the first time. When I gave the information to CitiBank, and the employee 's name that had made the error, they ignored everything I tried to give them. They could have offered no application fee, less on the closing costs, since the error was due to their employee. Instead, they kept making mistakes, which I had to pay for, for their employee 's error, and my attorney had to keep contacting them, or contacting me to get them to contact her, as they ignored her emails, and her paralegals emails. It took 8+ ( eight plus more ) to work on my one loan application. When the loan closed, Citibank did NOT pay off the old loan until XX/XX/XXXX, which they had the money on XX/XX/XXXX. HUD gave my attorney " in good faith '' that she would NOT report to credit bureau. She KNEW she was to get payoff of subordinate lien on XX/XX/XXXX, and on XX/XX/XXXX, she filed a damaging remark on my credit report, which immediately dropped my credit score from the high 700 's to the low 600 's. She filed it as a " charge-off '' and it was NOT a charge off. The loan was paid in full XX/XX/XXXX. She then put the damaging charge off information on my credit the day she got the payoff on XX/XX/XXXX. I had to go through XXXX to get the new refinance eventually processed and closed. My attorney said in the 30+ years she had been doing closing, she HAD NEVER, seen the trouble I went through, and the emotional, physical, mental ordeals this sloppy, lack of professionals did to refinance my home loan. CitiBank didn't send enough money to pay off the items that were to be paid off from the loan, so my attorney only got a partial payment, which didn't cover the items that were to be paid off. It took me looking up the CEO 's of CitiBank, sending them, plus the 8+ employees, managers, processors at CitiBank to get them to payoff my old mortgage, and get their " servicing company '' to add my new loan so I could pay the first payment. I had NO IDEA when my first payment was due, and the " servicing company - Cenlar, " couldn't help me because they didn't have the paperwork from CitiBank ''. I called at least eight ( 8 ) times every Friday for 5 weeks, from XXXX, trying to get help with the HUD situation XXXX and was transferred from one person to another, eight ( 8 ) different times. CitiBank caused me so much mental, physical, and emotional harm, having to deal with all of this. It was their error in XXXX, that made all this come out. I don't remember what I signed 7 years ago, much less what I ate for lunch today. I have gone through family losses, health problems, and hospitalizations, and then lost my mom. I had NO IDEA how I got from one day to the next, except that God got me through all this horrible mess with CitiBank and HUD. They wanted a review from me on how they did with my loan application, servicing, and closing. If I would have had the money, I would have gone elsewhere to get a new loan, had I known that I would be subjected to this kind of hassle and abuse. I want to file a complaint against CitiBank, XXXX XXXX XXXX, and XXXX XXXX at HUD. I feel I am owed some sort of compensation for all that they put me through, especially after losing my mom, and not even being able to grieve, because I was fighting to get the HUD situation fixed, and then finding out that it was a CitiBank employee that had made the mistake when filing the subordinate note in XXXX, and they would not even acknowledge their mistake. They could have made my refinance a little less stressful and horrible. They could have offered to not charge me a loan application fee, they could have paid more on the closing costs, especially knowing that their employee was the one that caused ALL of this to come forth. I want this put on my credit report, which I have filed a dispute for the derogatory remark that XXXX XXXX at HUD put on my credit report. I want an apology from XXXX XXXX at HUD, From EVERY one that touched my loan refinance of XX/XX/XXXX. XXXX XXXX, XXXX XXXX, XXXX XXXX, and everyone else that drug their feet working on my loan, sending repeat requests for information they already had received, and then not paying off my old loan, and having my new loan added so I could start paying it! I will NEVER use CitiBank again, and once I can get back on my feet from this refinancing experience of XX/XX/XXXX, I will definitely be looking for another mortgage company. I used to talk highly of CitiMortgage/CitiBank, but NEVER again! This was one of the worst experiences I have EVER had in the 30 years that I have owned my home. CitiBank caused me another hardship that I am having problems paying due to their original mistake in XXXX. I will also go to the XXXX XXXX XXXX of NY and NJ, about CitiBank. I have saved emails from all parties involved in this refinance with CitiBank, and can send them sent to your company to verify this information that I have written here.

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