Consumer complaint received 2015-07-03
Company: CITIBANK, N.A.
State: WA
Product: Mortgage
Sub-product: VA mortgage
Issue: Loan modification,collection,foreclosure

Complaint:
I am a XXXX and an authorized XXXX party negotiating a short sale for an XXXX Military couple who received orders to XXXX and had to leave their home in XXXX. Citi has been extremely hard to deal with -- setting up phone appointments with me to discuss the file and then never calling me, not responding to my emails to confirm receipt of documents or for status updates, etc. On XXXX XXXX, I was told by the person assigned to the account -- XXXX XXXX, that the appraisal had been ordered and that the title report had been ordered and once those documents were in that the file would go to the next phase and actually be assigned to a negotiator. I met with the appraiser and he told me he would have his appraisal turned in within just a couple of days. It is a VA appraisal, so it gets loaded up on to the VA portal. I kept checking with Citi and they kept telling me they did not have it in the file and they would have to wait XXXX days from the date that it was ordered to try to track it down. I called the appraiser directly. He told me he uploaded the appraisal on the VA portal on XXXX XXXX. I called Citi and told them where they could go find it and they claimed they did n't have access to the VA portal to go get it. They are a VA lender, so I am not sure how that is possible. I asked to be transferred to a supervisor on XXXX XXXX. I was told by that supervisor that they would try to track it down. XXXX business days went by and I called to check on it again. Still not in the file. Asked for a supervisor again. Was transferred to XXXX. She told me they could not just go in there and get it. I argued with her and told her to talk to someone in their mortgage department because VA appraisals stay in the system for XXXX year. She put me on hold, came back on, and told me she had received instructions on how to go get it. She said she should have it resolved by the end of the day. I told her to email me when she did so I knew for sure. XXXX days later I called and it still was not in the file. Asked for a supervisor again. Got transferred to XXXX. She also told me there was nothing they could do to go get the appraisal. Put me on hold for a really long time and came back on and said she was going to try to submit the complaint to their escalation department and I should wait to hear back from them. We ca n't afford to wait anymore on this. The seller 's in XXXX are paying out on this house in the United States and their home they are renting in XXXX. Our buyer 's on the home have waited over 60 days for Citi to respond to their offer, but Citi ca n't seem to get their paperwork straight. Also on XXXX XXXX told me that the title report was being reordered because it showed a note in the system that it was ordered, but she could not tell if the order had ever actually happened. Military members should not have to deal with this kind of disorganization when trying to settle their affairs that resulted from being given orders to a different country. 
Please help.

Company response to consumer: Closed with explanation