Citibank Mortgage Complaint

Citibank Mortgage department,

Conventional fixed mortgage Credit decision / Underwriting Texas

My wife and I are in the process of getting a home equity loan from - - Mortgage and they requested that we get an ARM statement from CitiFinancial loan # - explain what our interest would be after -/-/2020 because it was not stated on our statement. They also wanted to know why we had past due payment on our account. So, when I contacted CitiFinancial to request the information they told me that the past due payment we due to late payment ; which were suppose to have been forgiven. They said that they need 7 days to check into it and it 's been 14 working day as of today. As for the ARM statement they said that they received my account from - and they did not know, but could give me an rate of 5 %. That is what it is currently. I asked if they could email or mail me that information in writing and they told me they do not submit it in writing. I have been told that a - - and - - are the working on case, but when reaching out to them I get no response