1. I applied for the refinance of a loan on an investment property with Citibank. The marketing person gave loan cost info that was substantially below what actually was charged and told me he would see the loan through the entire process. He did not!!! The service dept. was " on its own '' and with no XXXX checking on the status of the loan, the loan processor got a new position and apparently did not tell the new processor that the XXXX pages of documents I had faxed on 3 days demand which were to go to underwriting, were in the file! When the new processor asked for the same docs, I informed her I had a receipt from 10 days previously. She said she had no documents. I called her supervisor who found the documents! I was also told just before closing that I had to obtain insurance coverage for the Assn. Master policy and the co. to call. That Co. was surprised that the lender did not make the request ( typical I was told ) and that I had to pay them for it ( the usual payment was through escrow ). When the closing documents were presented late on the date before closing from Citi 's closing dept, there were many errors! I came to escrow early knowing extra time would be needed to repair the errors. The errors were not corrected timely and I paid 3 more days at the higher rate from the previous lender. 
The marketer 's answer : no big problem and not to worry about it and no one will do anything about it. His supervisor told me he was sorry and gave me your email. A friend told me she had had the same experience with Citibank and the servicing dept., about the same time, although we each had a different marketing salesperson. 
A less experienced or sophisticated client would end up paying substantially more for their loan, perhaps going beyond the guaranteed interest rate date, due to sloppy management. 
