The entire process of getting approved for a loan was difficult, but that is to
be expected. I was actually denied the first time because of a negligent and rude loan officer who did not listen and dismissed me. I was persistent though and decided to find another loan officer because I knew I would be approved for a loan.
Susan Peck is the best loan officer Citibank has. Not only is she super responsive, but she is knowledgeable about everything. I would say I had a complicated case, but she knew exactly how to guide me in order to have things run as smooth as possible. I really cannot thank her enough and I encourage Citibank to commend her for her efforts and recognize how incredible she is. Thank you Susan, if it wasn't for you, I wouldn't have approval and wouldn't be on my way to closing on my new place.
While the rate was good, the service was not. I've bought several homes over the
years and this refi took more than twice as much of my time and effort as any purchase or refi ever has. The documentation requirements, number of people we had to deal with delays and unresponsiveness was not not worth the fraction of a point I saved.
Overall their rate was very good, however, the process was very tedious. I've read other
reviews that said it could take months to close so I made sure I was on top of it. I started the process in early January and finished by mid February, however, every time they asked for a document I provided it within a day or so and contacted my loan officer shortly afterwards to make sure they got it and are reviewing it. They asked for a painful number of documents throughout the process, much more than other lenders I have worked with. Also they were very particular on their documents, for example: they asked for rent verification and I supplied the pay statements, but that was not sufficient, they wanted a void check (which I couldn't supply since I pay online through ACH...)
The day before closing they still didn't have the documents finalized. They were working on the final HUD statements and correct escrow amounts, etc. I had to call the title company and Citi and get them talking so they can have the closing documents ready and for me to review. Overall it was a painful process, but at least they honored their rate and it was a good rate.