Consumer complaint received 2024-03-21 00:00:00
Product: Mortgage — Home equity loan or line of credit (HELOC)
Issue: Applying for a mortgage or refinancing an existing mortgage — Trying to communicate with the company to fix an issue with the application process
Company: CITIBANK, N.A.
State: DC

Complaint narrative:
I applied for a HELOC loan for home repairs. I spoke to a Citi mortgage representative on XX/XX/year>. My credit was pulled that day, I received a link to upload documents on XX/XX/XXXX - another credit pull was requested. I reached out to the representative who opened the account ( XXXX XXXX ) on XX/XX/XXXX, for clarification, XXXX XXXX explained that the application was being managed by XXXX XXXX, and that XXXX XXXX would call me. XXXX XXXX did not reach out to me until XX/XX/XXXX ; she sent me an email requesting documents I had already uploaded to the system. The email also stated that the application deadline was XX/XX/XXXX. I called XXXX XXXX and she refused to speak with me because the number I called her from didn't match the number on my credit file. I was confused but after further investigation I found out that XXXX had added information from my mothers credit file to my account. I updated the phone information within hours and called both XXXX XXXX and XXXX XXXX to let them know that I made the changes. XXXX XXXX was unavailable but XXXX confirmed that someone from Citi mortgage would call me Saturday to answer all my questions related to documentation. I never received a call from Citi. I emailed XXXX XXXX on Monday, XX/XX/XXXX, to confirm the changes were updated. XXXX XXXX stated that the credit file appeared to be unchanged. After further review she realized she needed to repull my credit file. I was concerned about my credit score ; Citibank pulled my credit report on XX/XX/XXXX and she was requesting another hard pull on XX/XX/XXXX. She told me she could not discuss my application. I, again reached out to XXXX XXXX to discuss my concerns with how my application was being handled. XXXX XXXX told me when I opened the application that XXXX was the only credit reporting agency Citibank used. XXXX XXXX informed me that she needed to pull not only XXXX but also XXXX and XXXX. I have fraud alert on all three of my credit files. I had to temporarily lift the other two files which takes 24 hours. I asked XXXX XXXX why he told me that Citibank only used XXXX and he had no explanation. XXXX XXXX stated she would be out of the office on XX/XX/year>, in her absence her assistant would pull my report and answer my questions. XXXX XXXX 's assistant never called me and my credit report was never pulled. I called Citi mortgage and spoke with a representative who confirmed the application was never updated. The representative promised that XXXX XXXX, XXXX XXXX 's assistant would call me by XXXX. I spoke with the Citi representative at XXXX XXXX I never received a reply via email or phone from Citibank in reference to my application. I have been banking with Citi for nearly 20 years and this the worst treatment I have received thus far. Perhaps XXXX XXXX knew that I wouldn't be eligible so she never bothered to follow up with me or perhaps they are overwhelmed with applications since this is a new product or perhaps they don't care. I don't know but it was a terrible experience.

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