Consumer complaint received 2026-04-30 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Applying for a mortgage or refinancing an existing mortgage — Confusing or misleading advertising or marketing
Company: CITIBANK, N.A.
State: NC

Complaint narrative:
We applied for a home loan through Citibank and had a very troubling experience with the handling of our mortgage application. We were initially assigned to XXXX XXXX, NMLS ID : XXXX. From the first conversation, I did not feel comfortable with the level of communication or professionalism. XXXX stated that she was sending our information to underwriting and would follow up with us at the beginning of the week. However, after I sent XXXX follow-up emails on Thursday, she did not respond. Because of the lack of communication and my discomfort with continuing to work with XXXX, I contacted Citibank and requested a different lending officer. We were then assigned to XXXX XXXX, XXXX ID : XXXX. After XXXX reviewed our application, he changed the down payment amount and the loan amount requested, then issued us a pre-approval letter. The next day, we received a text message directing us to check our Citibank dashboard. When we logged in, there were new documents to sign, but XXXX Bradleys name was still listed on the paperwork. Since I had specifically requested not to work with XXXX, I did not feel comfortable signing documents that still had her name attached. I contacted Citibank again and explained that I was uncomfortable signing documents with XXXX name on them. I was told that a message would be sent to XXXX XXXX XXXX. I also emailed XXXX directly asking why she continued to contact me when she was no longer supposed to be my lending XXXX. XXXX responded by stating that she was my lending XXXX and then asked who my lending XXXX was. Shortly after that, XXXX XXXX called me. During the call, he stated that he knew XXXX, that he had mentored her, and that he did not want to take the deal from her. He said they would work on the file together. I clearly told XXXX that I did not want to work with XXXX at all and that I did not want her calling or emailing me anymore. XXXX stated that he understood and said he would call me first thing the next morning. The next morning came, and XXXX did not call me as promised. Instead, XXXX called me and verbally told me that my loan was declined, even though we had received a pre-approval only XXXX days earlier. This has caused serious concern about how my application was handled. I do not understand how we could receive a pre-approval and then be verbally declined shortly after requesting not to work with a specific lending XXXX. I am concerned that my file XXXX have been changed, mishandled, or negatively impacted because I asked to work with a different person. I am requesting that Citibank provide a full written explanation of the denial, including the exact reason for the decision, the date and time any changes were made to my application, who made those changes, and why my pre-approval changed to a denial so quickly. I am also requesting that Citibank investigate the conduct of XXXX XXXX and XXXX XXXX, including their communication, their handling of my file, and why XXXX continued contacting me after I requested a different lending officer. This experience made me feel ignored, disrespected, and uncomfortable during what should have been a professional and fair home loan process.

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