I have my current mortgage with Citi. I wanted to refinance so I called them, thinking the process would be easiest with my current lender. Wrong, wrong, wrong... This has been a total cluster? @ from the beginning. First, they told me I qualified for a new closing cost loan (even though I told them I have a home equity loan). Got most of the way through that application process then they realized I did NOT qualify (because of the home eq loan). Then the conventional loan was processed. Then 3 days later I get 2 sets of paperwork, one for each loan. I was told to just sign the correct one and send it back. Well, they tried to process the incorrect one, and then send me a letter saying that I was declined due to a tax lein on the house. That's a problem since I put $ in escrow for them to pay my taxes. Called the township, there is no tax lien. Citi could not tell me where this information came from. It took 4 hours on the phone for me to get this straightened out. Then, about 90 days into this loan, they tell me that they are waiting on the title company. Title company calls me to verify some info and tells me they are waiting on Citi. More emails, more phone calls and things proceed s l o w l y forward again. Then 14 business days ago, I was told that my mortgage is with the Underwriters, and I should have a settlement date within 7 - 10 days. Wrong again - and they are not returning my emails. They have been assuring me I am getting the loan, and that it's 'soon', for 6 weeks now.
To top it off, a house in my neighborhood sold and settled in 30 days. I asked the new homeowner who they used for the mortgage. You guessed it, Citi. So they are processing new loans first, then the good paying, existing customers like myself get shoved on the back burner. They figure they are getting my $ every month anyway and are in zero hurry to try and save me some money.
Citibank, you have a serious customer service FAIL. If you are thinking of refinancing through Citi, think again and go somewhere else. They just flat out suck.
Signed, still waiting for a closing date,
Katy White, New Jersey
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