Consumer complaint received 2019-06-13
Company: CITIZENS FINANCIAL GROUP, INC.
State: AL
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
I received a letter dated XX/XX/2019 that the servicing of my home mortgage was was being transferred effected XX/XX/2019 to Citizens One. I tried in advance to set up my online account as I had received my new account number in the letter. After conversing with Citizen One customer service ( I don't have the date and time of this call ) it was explained that I would be unable to set up the account at that time, so my XX/XX/XXXX payment was sent and posted to my original servicer on XX/XX/2019. I was subsequently able to set up my online account with Citizens One in XX/XX/2019, and scheduled a payment of in excess of the payment due on the Citizens One website on on XX/XX/2019. Upon sending the payment I realized the account number was wrong, and as I could not cancel the payment online, I promptly called customer service. Customer service was closed and would be until after the XXXX XXXX XXXX the following week. I then sent a message via the website secure messaging describing the situation, and requested information of how to fix the issue. On XX/XX/2019 I called my bank and was informed that no account existed with the number I had entered so the payment would be refused. On XX/XX/2019 I re-entered my bank information correctly scheduled another payment of the same amount. On XX/XX/XXXX I received a secure message from Customer Service stating that the XX/XX/XXXX payment was posted and all was good. On XX/XX/XXXX I signed into my bank account to discover that a second payment of the same amount from Citizens One had been posted to my account, putting me into overdraft. I sent a secure message to Citizens One asking them to correct the error at the same time I was on hold with Citizens One customer service. After speaking with a customer service representative and getting no resolution, I called my bank and they put a stop payment, at no charge, on the second payment. I sent copy of my bank activity to the customer service representative showing the posting of 2 payments to my bank account, and explained that all had been taken care of on my end, and they might want to find out what went wrong on their end. I got a call from the Citizens One customer service representative and was basically told that since I had scheduled 2 payments they could not correct anything. I explained that I had already taken care of it on my end, one payment would go through so I finished. I asked to speak to a supervisor, and asked to have a call from her supervisor. I got no call. I logged into Citizens One today to discover that no payments were credited to my account and a stop payment fee was being charged. I called customer service again and was informed that a check in the amount of my mortgage payment - not the amount that had been withdrawn from my bank account- was issued to me at my request and sent by mail on XX/XX/2019. As if the time of the phone call I had not received a check. I at no time requested a check be issued to me. I made it clear that I had taken care of every thing with my bank, and they need do nothing else. This evening I did receive the check in the amount of my regular mortgage payment, which I have not and will not cash, which is less than the amount that was withdrawn from my bank. The customer service representative wanted me to cash the check and send another payment into Citizens One. I have many issues with the whole situation- withdrawals from my bank account that were not authorized by me, checks issued and sent by mail that I did not request, a payment history that does not reflect the responsible way in which I make my payments, customer service representatives that are, in some cases, argumentative, do not listen to the issues at hand and want to put the work of resolving their issues onto me. Citizens One makes it clear that they are a debt collection agency, and clearly they are not prepared to service mortgage loans.

Company response to consumer: Closed with explanation