Terrible customer service, especially by XXXX XXXX and XXXX XXXX. 

Applied for pre-approval on a mortgage for a new house and cash-out refinancing on our existing house in order to fund the new property 's down payment. Citi 's feedback ( entirely reasonable ) was that we needed to show more assets sufficient to cover payments during the " double carry '' period when both loans would be in effect. Thus ensued over two months of discussions about how to meet the reserve requirement. Citi 's representatives were extremely slow to respond throughout the process. Once we finally came up with a structure that solved the reserve requirement problem -- again, after over two months of discussions -- Citi 's mortgage broker announced that our income was insufficient to qualify for both mortgages at once. ( Not insufficient for either loan, mind you. Just insufficient to qualify for the few months when both loans would be payable. ) She further had the gall to state that she had told me about their income guidelines from the start ; not one email in the first ten weeks says any such thing. 

Citi is entitled, of course, to create whatever underwriting guidelines they choose -- sensible or no. But it is a bit much to be led along for months on end like this. Citi had enough information about our income and borrowing request that they could have denied us within days or hours of receiving our application. Instead, they wasted our time haggling over a reserve requirement that ( according to what they now say ) could never have made a bit of difference from the start. 
