In XXXX XXXX I was asked to represent a seller in petitioning his lender - CitiMortgage to allow them to do a short sale because of a financial hardship that was created when the occupant relocated. The borrowers household budget could not support this property expenses as well as their living expenses. I received an offer on the property and have had numerous conversations with the lender including the submission of several duplicate documents which on occasion has not been uploaded so that the representatives can identify the docs. The file has been transferred a few times, XXXX appraisals done the beginning of XXXX XXXX and the value is grossly overstated. At the time the appraisals were done, the city had issued code violations that were readily available but the appraisers failed to provide the reporting of these violations which were issued XXXX XXXX. Furthermore, Citi Mortgage assigned the property to a preservation team while the property remained occupied by the tenants in XXXX XXXX. While the tenants were in the process of relocating they communicated their move out date to the rep which in turn changed the locks etc..I had to call Citi to obtain access to a property that the owner - WHO IS STILL MAINTAINING THE HOME was not aware that they entered into his home. I am currently disputing the net requirement at closing of {$58000.00} because the homes in the immediate area/and like condition does n't allow for the sales price that would net {$58000.00}. In addition the value has declined even further because of what has been done to the property that will cost additional money to restore. At the time that I listed the home ( I have photos ) the porch needed MINOR repair because of cracks near the steps however, I went to the property on XXXX/XXXX/XXXX and immediately viewed the horrible cement job that was done by the preservation team. Someone replaced the stairs and attempted to patch the cracks on the porch. The homeowner is unaware of who authorized this and at the time the buyer viewed the home, this damage ( called repair ) was not present. I am quite disturb that this is directly impacting the file moving forward. Most recently I received a call the homeowner support specialist requesting additional information - I forwarded pictures, XXXX, citations from the city referencing the Occupancy Cert removal, an affidavit the city required signed by the buyer, a letter drafted by myself reflecting the quality of the home that is diminishing due to the lack of attention by the assigned preservation team and their unauthorized work performed without the appropriate permits pulled for the cement work. As of today the CitiMortgage rep failed to honor a scheduled appt to continue the discussion of the file with the goal of getting this matter settled and approved because this case has been opened since XXXX XXXX. After waiting a hour for the rep to call, I contacted Citi and was told that neither she nor her manager or team lead could be located after being left on hold for several minutes. I am concerned that the borrowers will not be given a fair and accurate consideration. The buyer has increased his offer from the initial offer in spite of over {$14000.00} in repairs the home needs. The avg home price in this area is {$55000.00} which is move in condition. This home does not meet the criteria of " move-in '' because of repairs required by the local municipality in order to have the occupancy certification re-instated.