Citibank Mortgage Complaint

Citibank Mortgage department,

Conventional fixed mortgage Settlement process and costs District of Columbia

We received pre-approval for a mortgage from CitiBank in -. During the pre-approval process, they were very responsive. However, once we had a ratified contract for a house, our loan officer because very slow to respond to questions. We asked for specific details on the timeline but our questions were frequently ignored. We communicated early that they would need to coordinate with our second trust lender, but they failed to do so. In the week leading up to our originally scheduled settlement ( - - ), we could not get anyone on the phone or to answer our emails to coordinate the final part of the process. Finally, I called the Citibank national helpline and got connected via email to the manager or our loan officer. The manager was similarly unresponsive after an initial email and we ended up missing our settlement date. We had arranged settlement for this Friday before - - weekend so we would have time to move into our new house. We had family coming in from out of town to help and movers scheduled to arrive. We failed to even get anyone on the phone to explain to us what was happening. Finally, the following


Eventually, they connected me to the regional manager who finally told me our loan settlement would be delayed until at least Friday, - -. We rescheduled our movers again, but Citibank again could not close. At that point, we were already required to be out of our apartment. We finally closed on - -, but at that point, my wife and I had to take 3 days off work trying to coordinate the constantly shifting timeline and move and we had to remain in our apartment past the day we were allowed to. We ended up having to move everything with only one person to help because the timeline shifted from a weekend to a weekday. Throughout this process, Citibank was dismissive, unresponsive, and only got back to us after we called their national helplines or escalated to supervisors.