Consumer complaint received 2021-12-04
Company: CITIZENS FINANCIAL GROUP, INC.
State: NE
Product: Mortgage
Sub-product: FHA mortgage
Issue: Applying for a mortgage or refinancing an existing mortgage

Complaint:
My wife and I got a new home with a local company in the fall of XXXX. We went with a local bank in XXXX XXXX, XXXX, and that mortgage got bought by XXXX XXXX. We were on the XXXX forebearance plan, which started in XXXX of XXXX, and it officially ended XX/XX/XXXX. We made the last XXXX payments, from XXXX through XXXX of XXXX. We are now in the process of refinancing, and am hoping to close on it soon. I have tried to start the whole refinance process with Citizens One since last XXXX, and have tried to get a hold of them a number of times to see what the progress was during that time. They told me each time that they have been busy, and would call me. They never did, so I would call them regularly, and got the same response. After finally talking to a person in the right department with XXXX XXXX, they agreed for us to extend our mortgage. I asked the particulars, as to if they would ad our missed payments, with no interest, to the end of our mortgage. It would be for approximately 17 months, added on. They said that would be fine, and we signed the paper work for that to go on. I asked them that to be clear, and thats what they told me. All of this should be recorded on their part. 
We found out a few weeks ago, that HUD now has a XXXX on our house for the payments we didnt pay, of a total of {$39000.00}. Its a XXXX loan, that we need to pay, on top of our loan balance with Citizens One, which is {$270000.00}. We are confused as to why we need to pay this additional money. The original loan is an FHA mortgage, so hence why HUD has the lien, from what was told to us recently. Citizens One didnt even say anything about that. They told me what I stated above, about the balance would be added on the end of the loan. They didnt do that. We were hoping to get some additional money for some home updates, and other personal things caught up as well. We cant do that now, due to XXXX XXXX inability to tell us what was actually going to happen. Also, HUD takes forever for them to answer a phone call. I was on hold for about 2 hours to talk to someone. The lady we are working with, XXXX XXXX, with XXXX XXXX Bank, was on hold twice this week with them for a total of almost 5 hours. We would like to what the deal is with this circus, and am confused as to why this HUD deal is even factored in, when it shouldnt be, from what Citizens One told me. 
We have hoping to get this resolved soon, so we can get our refinance done within the next week. XXXX, XXXX, and myself are perplexed and disappointed with what has happened with this for the past few weeks. We would like to have a very simple explanation as to whats happening with this supposed extra XXXX on our house, with a reasonable solution to it as well. Again, please do this as soon as possible, so we can wrap up the refinance soon. 


XXXX and XXXX XXXX XXXX XXXX XXXX XXXX. 
XXXX XXXX, XXXX XXXX Citizens One account number XXXX XXXX XXXX

Company response to consumer: Closed with monetary relief