Consumer complaint received 2019-02-15 00:00:00
Product: Mortgage — Home equity loan or line of credit (HELOC)
Issue: Closing on a mortgage — 
Company: CITIBANK, N.A.
State: MD

Complaint narrative:
Citibank ( 2nd mortgage ) has been giving us the run around for the short sale review. As of today they advised me that the Right to Survivorship that we sent is invalid so wee need to present the executor of the estate paperwork. Not until this is provided we are not authorized on the account. 

We initially submitted the Right of survivorship to Citibank on XX/XX/XXXX It was faxed and emailed to the specialist assigned to the file. 

On XX/XX/XXXX an agent confirmed that the documents were received but no indication if it was reviewed. On XX/XX/XXXX another agent confirmed there were documents received on XX/XX/XXXX but there is no notes on the account as per the status of the short sale review. Then on XX/XX/XXXX, I was advised that Docs are submitted for review. Said the status of the file is " Active case '' and they are working for the file to get re assigned. ETA is 2-3 days. On XX/XX/XXXX, I sent a message via twitter and their response was : " Sorry to hear this has occurred. Regrettably we are not able to accommodate account specific inquiries via this forum. We can however help escalate your concerns to our mortgage group to address and or contact you. Please allow us 1 to 2 business days for a response. Please know our mortgage team will only be able to speak with a listed account holder at time of call. We appreciate your time and patience. '' On XX/XX/XXXX the file was assigned to another specialist. On XX/XX/XXXX, I resubmitted the docs they requested and was advised that it would take 24-48 business hours to beimagedand uploaded into their system. On XX/XX/XXXX the specialist assigned to the file called ( only because I requested for a call back ) he said he received the docs we sent but he needs to validate it and another department will do that it would take 24-48 hours. He said he will have it escalated and will call us back to confirm. I asked if he can also respond to my emails, he said he will do that as soon as the docs are validated. Then XX/XX/XXXX I called and I asked if the documents we sent were already validated, the rep that I spoke with said the authorization is not valid. 

On XX/XX/XXXX the file is transferred to Citibank 's recovery team and we were advised that we are not authorized on the account, so we faxed the borrower 's death certificate and will along with the wife 's authorization letter and to make matters worst we needed to send the documents 3 times before it showed on their system on XX/XX/XXXX. By then we were advised that we are authorized on the account and the the file is transferred to a Citi servicer ( XXXX XXXX XXXX ), we were advised to send the authorization again and on XX/XX/XXXX. XXXX XXXX XXXX 's supervisor advised us that they can't service the file as per their agreement with Citibank because the borrower is deceased. And now it will take another week for the file to be transferred back to them and another week for the short sale review, had they not forwarded the file to a servicer the process could have been quicker because they are very much aware that the borrower passed away on XX/XX/XXXX. and we have sent proof. 

We would like to ask for your help to get Citibank to expedite the approval because we are about to loose the buyer. Also, they shouldn't have forwarded the file to XXXX XXXX in the first place because they already knew that the borrower is deceased. We look forward to your immediate response.

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