Consumer complaint received 2021-08-30
Company: CITIBANK, N.A.
State: NY
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Applying for a mortgage or refinancing an existing mortgage

Complaint:
Dear Sir or Madam, I applied for a mortgage refinance with Citibank XX/XX/2021. I would add they promptly required payment of all processing fees which I paid. I have submitted every document the bank has requested of me. I have responded to and submitted everything requested within 24 hours. Every time I do this, I am told that the file will be submitted to the underwriter. I end every submission with a request to please let me know if there is anything else that is required. I have rarely if ever received a response. The only time any action is taken on my application is when I have called to ask what is going on. We are a few days out from 8 months that Citibank has had my application and it seems there is no sense of urgency nor regard for me as a customer. I have requested to speak to a supervisor / manager and I have never been allowed to speak to one. I have only been allowed to speak to a senior processor but never anyone who is a manager or supervisor. 

On or about XX/XX/XXXX, spoke with a processor by the name of XXXX XXXX. She apologized for the delays and asked me to submit recent pay stubs as the ones I submitted previously had expired since so much time has passed. I submitted them and she assured me at that time that it would take perhaps 7 to 10 more days then my loan application would be reviewed by the underwriter. I followed up in an email on XX/XX/XXXX and I also called Ms. Ms. XXXX and another processor by the name of XXXX XXXX. Neither of them has ever responded to my email nor my voice messages. 

On or about XX/XX/XXXX I requested to renegotiate the rate lock which is locked in at 3.5 % as interest rates have dropped since the time I submitted my application. I was told they can not re-negotiate my rate because my file has not been reviewed by an underwriter. In other words, I am being penalized for the banks incompetence. 

On XX/XX/XXXX, I submitted additional documents requested of me and I ccd a Ms. XXXX XXXX, Area Operations Manager. I never heard from her, instead I have been met with a request for still more documents which I have submitted timely and still nothing. On XX/XX/XXXX, I received a call from another Processor XXXX XXXX. She assured me she would assist me. She was apologetic for the days and she proceeded to explain that Citibank has a new computer / software system that has contributed to delays as their employees need time to learn the new system. As much as I appreciate the courtesy and the explanation, I have been left to deal with an endless request for documents and it seems I have to accept Citibanks incompetence. 

I have explained to Citibank that every month that passes costs me money because I am paying a higher interest rate on my existing mortgage. None of my concerns seem to matter to anyone at Citibank. Just last week, the processor admitted that my file has been bounced around to several processors. She also admitted that no one has been working on my file. 

Lastly, as much as it pains me to say it. I am starting to wonder if there is some sort of ethnic, racial and or bias based on my sexual orientation. I say this because I have run out of ways to understand what logical explanation there could be for a delay of this magnitude not to mention the horrendous customer service. 

My patience is gone and I hope you folks can help me get Citibank to complete my refinance timely. 

I thank you in advance for your help. 

Sincerely, XXXX XXXX XXXX

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