Mortgage -- Applying for a mortgage or refinancing an existing mortgage -- Complaint #5014570
Complaint Overview
Complaint ID: 5014570
Company: Citibank, N.A.
Product: Mortgage
Sub-Product: Conventional home mortgage
Issue: Applying for a mortgage or refinancing an existing mortgage
State: New York
ZIP Code: 12866
Date Received: 2021-12-15T12:00:00-05:00
Date Sent to Company: 2021-12-15T12:00:00-05:00
Company Response: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Submitted Via: Web
Consumer Narrative
In XXXX of XXXX we began a traditional mortgage refinance with Citibank. Our refinance loan was approved in XXXX of XXXX and the closing was scheduled for early XXXX. The day before closing Citibank had not provided the lawyer with necessary documents so the closing was rescheduled for the following week. The following week Citibank had still not provided the documents to the lawyer so the closing was again canceled. A week later Citibank notified us that they had switched systems internally and had to move our loan and loan documents into the new system. They informed us that we would not have to provide any additional documents and that they would take care of all of the transfers while honoring the original terms. This turned out to not be true, documents that had already been provided were asked for again. Further more Citi asked for new documentation that had not been asked for in the original loan package. In XXXX of XXXX Citi reversed its decision and told us our refinance was no longer approved. ( An action that falls under deceptive mortgage practices ). When we complained to Citibank stating that our loan had previously been approved and they can not reverse this decision they reopened our file. Since then ( XXXX ) Citibank has continuously asked us for documents. Very often the documents being asked for have been provided or addressed multiple times. XXXX employees have apologized and told us they dont understand why our refinance has not been approved. It seems Citibank is using a circular request for documents as a stalling process and means to not approve a previously approved loan, this has also corresponded to Citibank learning that I was XXXX and planned to take XXXX XXXX
Frequently Asked Questions
What is Complaint #5014570 about?
Complaint #5014570 was filed against Citibank, N.A. regarding Mortgage specifically about Applying for a mortgage or refinancing an existing mortgage. It was received by the CFPB on 2021-12-15T12:00:00-05:00.
How did Citibank, N.A. respond to this complaint?
The company responded with: "Closed with explanation". The response was timely.
What is the risk level of this complaint?
See the risk assessment section for details on this complaint's risk profile.
How do I file a similar complaint?
You can file a complaint with the CFPB at consumerfinance.gov/complaint. Select the appropriate product category (Mortgage) and describe your issue in detail.
Can I see other complaints against Citibank, N.A.?
Yes, visit the Citibank, N.A. company profile at readthecomplaint.com/company/citibank-n-a to see all complaints, risk scores, and analysis.
Disclaimer
This analysis is AI-generated based on publicly available CFPB complaint data. It does not constitute financial or legal advice.