Consumer complaint received 2016-12-01
Company: CITIBANK, N.A.
State: LA
Product: Mortgage
Sub-product: Conventional fixed mortgage
Issue: Loan servicing, payments, escrow account

Complaint:
During the XXXX, XXXX flood in XXXX XXXX, Louisiana, our home took on XXXX feet of water. We had to tear it out to the ceiling, clean it up, dry it out, and spray for mold. We filed a insurance claim on the day of the flood. The adjuster came out, did an inspection and sent in a request for a {$15000.00} advance witch had to go to the mortgage company to be endorsed and they returned it to us. After the adjuster finally gave us a decent payout we received our settlement check in mid XXXX. We signed it and sent it to CitiMortgage claims department. I contacted them a few days later to ask when I could expect a draw and I was told that I had to hire a general contractor to repair my home then they would cut a check made out to me and my contractor. I told them I was repairing my own home and would be hiring a window installer, a flooring installer and a bathroom remodel company to do some of the repairs. They then said to send them a letter requesting a waiver to repair my home without hiring a general contractor. It was denied. I called and questioned why it was denied and I was told it was still being considered and to call them back in a week. When I called them back they said to send them all of my paid receipts on the home and they would return my out of pocket expenses, plus the amount over what I owe on the mortgage and the appliance money in the settlement. I also told them I have my house sheet rocked, which has been finished, textured and primed. I also have replaced XXXX exterior doors, I have paid {$3200.00} to a window company to order the replacements. The mortgage company said I should request an 30 % inspection and that would help release funds. They sent a inspector out and he gave me a 50 % complete, The mortgage company said it had been approved and a check would be in the mail in XXXX6 business days. I called them to see how much they were going to send me so I could start lining contractors up. They put me on hold and then came back and said they were not going to send a check and that I needed to hire a General Contractor. In the state of Louisiana a homeowner can build, remodel and even wire his own home without a license, but you do have to have a building permit which I have XXXX signed by the XXXX XXXX XXXX. 
I then asked to speak with a supervisor, he said my request was under review and it would take XXXX6 business days to get an answer. They have given me the XXXX6 business day answer way to many times, we have been living in the driveway of our home since XXXX XXXX. I have spoke with at least XXXX general contractors and the earliest they could get to me is about four months away. If the mortgage company would give me an cut I could be back in the home in XXXX8 weeks. Citi mortgage uses a insurance claim website named XXXX. The website says my inspection was accepted and a check would be delivered in XXXX6 business days, the mortgage company says the website is wrong. Why would they tell me to use the website if its incorrect. There is no structural damage to my home, I just need an interior remodel, cabinets, floors, bathrooms. We have never had to get permission from a mortgage company to replace the carpet. 

Thanks for listening

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