Consumer complaint received 2016-01-10
Company: CITIZENS FINANCIAL GROUP, INC.
State: MA
Product: Mortgage
Sub-product: Conventional fixed mortgage
Issue: Loan modification,collection,foreclosure

Complaint:
As we attempted to financially recover from lengthy stints of unemployment, due to the XXXX recession, it was in XXXX of XXXX that our cash reserves ultimately expired. Neither my wife nor I were able to obtain employment at that time. And access to any unemployment benefits had lapsed. The bank 's actions ( or lack of ) to obtain a loan modification or seek financial assistance has only made our financial situation worse -- and more stressful on the family. 

We have literally spent hundreds of hours of filling out forms, collecting statements and faxing XXXX-plus pages of documentation to them at a time. It felt at times as if the bank was attempting to coerce us to short-sell and play on one 's own fears during times of great stress. Phone conversations with bank staff show a pattern of negative suggestive type statements rather pursuing a constructive plan of action and possibilities. Questions by bank staff were asked in a manner as to not divulge options readily. For example, questions about our intent to sell the house or confidence in finding work, were carefully asked before any mention of the loan modification program was made. 

Our inability to move forwarded after 2-years with a loan modification, even after several petitions, raises into question the bank 's intent of genuinely completing a loan modification -- even though it 's associated with a Federal HAMP program. Even after showing a full rebound in income in XXXX and obtaining a full-time professional position in XXXX with a large multi-national company, the bank 's actions have not changed. 

The bank 's actions have only changed upon contacting our state 's Attorney General and one our Senator 's for assistant. This included having the bank stop the robo-phone collection calls, calling from unrecognized phone numbers, claiming to lost or not have received the paperwork, not willing to correspond via email as the process evolved and more. Or, when the town considered placing a lien on the property for real estate taxes has the bank ever disbursed funds of any kind. If the town placed a lien of the property it takes precedence over the bank 's debt claims We have provided the bank with an extensive amount of personal information through the submission of bank statements in full. It is possible, for example, to assess our family 's medical care activity by scrubbing these bank statements. In return, the bank has provided no information in regards to a proposal of any kind or even articulating the financial concerns they may have. 

Instead, the bank has returned our checks when attempting to make a payment. The claim being they will not accept payment unless it is of the amount specified. Which is impractical upon initially regaining employment and beginning to financially recover. At this time our mortgage payments are not accepted and the loan modification process is beginning again -- for the sixth-plus time. This unfortunately goes against our credit and falsely creates the appearance that we are not making attempts to rectify the situation. 

We consider these loan modification actions to be nothing short of predatory, fraudulent and negligent given the process is tied to a federal program. Especially in light of the fact that the banking industry itself was bailed out by the federal government at a never before seen level of support. As a family, however, from the bank 's perspective, we are not to be afforded a similar opportunity to financially recover. 

Nevertheless, we remain optimistic that a loan modification will obtained. Our primary request is that the process be fair and equitable and that by filing this complaint it will bring a sense balance to the situation.

Company response to consumer: Closed with explanation