I am in the process of obtaining a mortgage, and to prove my debt-to-income ratio I had to obtain financial statements from Citibank's student loan office. I was under a time crunch and needed the documents within the week.
I requested a copy of the statement to be faxed to me on Monday and was told it would take 24-48 hours.
Twenty-four to 48 hours later, nothing. I called again, and the customer service reps said they could "see the request" and they were just waiting for it to be filled. So I put in another request. Still nothing.
By Friday I was getting really upset, so I spoke to a supervisor. She was supposed to fax it to me that evening, and (surprise, surprise) I never received anything.
I called Monday and spoke with three different people. They told me it would be processed in 24-48 hours, and when I asked to speak to a manager, they told me the managers are not immediately available and I would need to leave a message. They would then get back to me within 24-48 hours.
I'm still waiting.
Citibank has terrible customer service, and because of them I could lose my mortgage.
No wonder they need to lay off 53,000 people.
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