We are in the middle of a very unpleasant situation with CitiBank. My father-in-law had a home equity line of credit for 20 years (as well as a very substantial bank account) with CitiBank which was completely paid off in full well before he died in April.in selling his condo, a title search turned up this mortgage and reported it as still active. My husband and his brother were notified that the closing would be delayed until a closure letter from the bank could be obtained. My husband started this odyssey on July 12, relaying all the necessary documents to the local CitiBank branch here in Dania Beach. He was assured that it would take no longer than 1 week to process the paperwork and generate the closure letter. Well, it is now July 24, and the closing has been pushed back a total of three times because of this letter. The first delay occurred because we were not told that there was a processing fee that had to accompany the death certificate and request for the closure letter%u2026this fee was a whopping $10. The customer service rep screamed at my husband on the phone until he finally threw the phone down and walked away. I picked it up and she hung up on me. I called back and spoke to another rep named Aldo and he was helpful and told me that the letter could be expedited on Monday so we could receive it on Tuesday. Vince went to the local branch, paid the fee and was assured that the closure letter would be processed and ready on Tuesday, July 23. Assisted by the local bank manager, we did everything we were supposed to do to expedite this process. The second excuse was that the letter was delayed because they had not received the death certificate. The branch manager faxed the death certificate and had the fax confirmation to prove it but customer service said that wasn%u2019t enough so she had to write a letter stating that she had seen the original death certificate. We have both been on the phone with CitiMortgage and I have to say that this is customer service at its very worst. Vince was told at 11 am today that the letter was by the fax machine ready to be sent. Well, when I went in there after work at 4 pm, I was told the letter couldn%u2019t be processed until the account had been closed and showed up on the system which would not be updated until tomorrow morning at 7 am central time. It is 5 pm and we have missed our closing yet again. To say I am livid is an understatement%u2026my husband is beside himself with worry and aggravation. I was told that the supervisor in charge could not be reached because his voice mail was full, that he wasn%u2019t in the office and that there was no one higher than this supervisor to speak with so I am doing the only thing I can%u2026I%u2019m taking this to social media and consumer complaint forums.
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