Flag Citi Mortgage Customer Service Review

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My husband and I were looking to refinance our mortgage with Citi. They hold our current mortgage, and we have been customers for many years. The process has been an absolute nightmare. Originally there wasn’t supposed to be closing costs, but since we put our home into a living trust, the title was not the same as our original mortgage and that wasn’t possible. Then, there was an issue with the living trust containing a life estate. According to my attorney, the home could be deeded back to my husband and I before closing, and then deeded back into the trust after closing. Or we could have signed additional paperwork guaranteeing the loan on behalf of the trust. There was no attempt on the part of Citi to work with us to resolve the problem. Worse yet, the title company rejected the loan application because of the trust on January 8 and notified the loan coordinator. We didn’t find this out from our loan coordinator until March 14. And we have consistently called and emailed asking for updates during this time and up to the present day. The coordinator has been very responsive to the e-mails and phone calls. I even cc’d her manager on some of the messages, and she has been silent during the entire process. Meanwhile, Citi has been collecting the extra interest we are paying, since our current mortgage is at a higher rate. Today the coordinator directed us back to our salesperson because of the trust, and she made no attempt to resolve the issue with the trust at all. I could have my attorney deed the home back to my husband and I today to proceed with the loan, but the coordinator and her manager won't even open dialog with us about it. My advice? Do not use Citi. Ever. For anything. If I could put zeros, I would.


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