Martin sent a message to Jane Fraser CEO, CitiMortgage that said:
Ms Fraser, with regret to have to send this message to you. I'm currently undergoing the refinance loan process that started back on Oct 9 and find it incredible that this process is still underway. I wanted to work this issue up the ladder but have ran into a wall. What am I supposed to do when all the people on my team are gone for the holidays, away from their phone, won't return calls, won't answer emails? There are 7 items the underwriters say they need that I have long since either submitted the documentation and/or explained them and I just received a letter yesterday saying they are still needed. I can send you the details if you like. My team consists of Ms Jasmine Jackson who is currently out of the office as is Ms Elisha Nelson, my loan Consultant. Ms Shondahl Martin, my loan processor, has been working my loan but is afraid to talk to the underwriter? Ms. Tara ONeill was recently brought in on it because Ms Martin has been gone. I know this is the time of year people want time off but I'm just wanting someone to care long enough for me to get this loan closed. I've now been a Citi customer for almost 4 years and at every step of this process I have been treated like someone you don't know. I'm a 26 year Air Force Veteran and have always paid my loans off and been on time with payments.Recently the amount of the loan financed was lowered because my 'debt to income ratio' was at 46.7% I know you have your guidelines to follow and your limit for this is 45% but why even have a department called "Risk Assessment" if they're not able to make decisions based on my previous credit history (stellar) and credit score (median score 780) and the fact that I've already been making payments with Citi and most of the past year paid extra principle even with the higher payment..I'm ok with the lower amount loaned but just want this process to close out. I'm not a "happydad" at this point. Thanks for your time and leadership.
