Consumer complaint received 2016-11-28
Company: CITIZENS FINANCIAL GROUP, INC.
State: MA
Product: Mortgage
Sub-product: Conventional fixed mortgage
Issue: Settlement process and costs

Complaint:
XX/XX/2016 My name is XXXX. I applied for a mortgage for a new construction condo in XXXX from Citizen 's bank back in XX/XX/XXXX of this year. My mortgage was approved and I was to close on XX/XX/2016. As of this date, I have still not closed. 

I sold my home to my daughter and son-in-law back in XX/XX/XXXX and they secured a mortgage for their home in XXXX through Citizen 's bank. I could not close on my condo until they closed on their house since I am using the money from their closing for the down payment for my condo. 

We utilized the same bank and the same loan XXXX to make the transition easier. The process for this loan has not been close to be easy. It is not that I do n't have experience with mortgages : my home that I sold to my daughter was financed through Citizen 's bank, I remortgaged my loan a couple of times through Citizen 's bank and I bought my second home in Maine with a mortgage through Citizen 's bank without problems. 

At the beginning ( the first day XXXX the loan XXXX ( XXXX XXXX communicated fairly well with us to secure the loan and after that, communication rarely happened. Then XXXX ( I am not sure of her title ) began working on the loan and has helped me at times and has been picking up where XXXX has left off. XXXX has been very little throughout this entire process in which I then contacted XXXX 's boss, XXXX who did not respond to my emails. I then found XXXX 's XXXX 's name, who I believe is the Vice President at Citizen 's Bank. She did email me back to say that she will get back to me. She did not, but instead a gentleman by the name of XXXX email me. He did help me a few times and I could get some information from him. Then I did n't hear from XXXX any longer. 

I have gone up the entire chain of command at Citizen 's bank with very little communication. My closing attorney 's office has done much of the communication. XXXX from Attorney XXXX 's office checks in every couple of days to everyone in this process. XXXX and those involved with Citizen 's bank has done very little. It is I who sends out email on the status. It is I who checks in routinely. It is I who asks what documents are needed. This has become a full-time job for me. I have made complaints to my local bank 2 months ago and XXXX XXXX stated that she will file a complaint on my behalf on Friday. 

As of Friday, I was told that the condo association needed to send more documents XXXX which they did that day ). Over XXXX weeks ago I asked specifically XXXX and XXXX XXXX, XXXX, XXXX and XXXX, I was given information on the specifics that needed to be submitted. Then XXXX called me on Friday and asked for more information. 

The condo that I am buying is new, but the division that it is built in is not new and has been there since XX/XX/XXXX! In the last XXXX months, there have been XXXX more condos that have been bought and closed with different banks! My bank keeps asking for more information!!!!! 

I have been living at my daughter 's home since XX/XX/XXXX when this was supposed to be closed. 

Please help. Thank you. 
XXXX XXXX

Company response to consumer: Closed with explanation