Citibank Mortgage Complaint

Citibank Mortgage department,

Conventional fixed mortgage Application, originator, mortgage broker Texas

My husband and I applied for a mortgage loan to CITI Bank -/-/2015. We filled out an application, paid a $100.00 application fee, and $560.00 appraisal fee. After we did this, we found out that we could not get the type of loan we wanted because we could not get an appraisal prior to purchase per the terms of the auction purchase agreement. We received a letter from CITI in -/-/- that said we would be receiving a refund for the appraisal fee since the loan application was never really processed. We received an additional letter this year. Both letters said we would receive a refund and if we did not, Citi gave us a Customer Service phone # to call. We have not received the refund to date. I have called the number twice and both times were routed to the original loan officer. He has been left several messages and has failed to return our calls. That is why I am contacting the CFBP to try and get my money back. I do n't know why since they told us they owed us the money, they just did n't send it.