Consumer complaint received 2021-05-29
Company: CITIZENS FINANCIAL GROUP, INC.
State: VA
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Closing on a mortgage

Complaint:
Summary- Loan Officer unresponsive when asked to justify unapproved charges of {$1700.00} for an appraisal. On XX/XX/2021 I initiated a loan approval process through Citizens Bank, specifically XXXX XXXX, Loan Officer|NMLS # XXXX. He eventually transferred my case to XXXX XXXX Loan Officer| XXXX # XXXX who initiated my loan process. 

XXXX XXXX XXXX XXXX XXXX XXXX Citizens XXXX XXXX XXXX  XXXX XXXX XXXX XXXX XXXX XXXX XXXX NC XXXX Office ( XXXX ) XXXX I spoke with XXXX regarding appraisal timing and he ensured me no rush was needed to process and cost would be under {$750.00} since they were working under a new system to get them done efficiently. On XX/XX/XXXX, XXXX confirmed the appraisal was ordered after taking my credit card information to pay for it that day. On XX/XX/XXXX, our Loan Estimate listed an appraisal fee of {$540.00}. On XX/XX/XXXX, the {$540.00} appraisal fee was initiated and posted to my credit card on XX/XX/XXXX. On XX/XX/XXXX, the appraisal was conducted. On XX/XX/XXXX our draft Closing Documents correctly listed the Appraisal as prepaid and {$540.00}. On XX/XX/XXXX, our final closing documents showed the charge for {$540.00} correctly. There was an unrelated delay in closing that required the closing paperwork redone. On XX/XX/XXXX I received the new Closing Documents from the lender who listed an ADDITIONAL CHARGE at closing for the appraisal of {$1700.00}. These charges were never authorized by me or communicated to me. When I contacted XXXX XXXX to justify this change I was told he " did not need to justify anything to me '' and that someone in his position " can make things difficult for us ''. I only authorized the {$540.00} charge and asked that he refund the difference. He initially agreed and then recanted that statement. He reiterated that he does not have to do anything or justify anything to me or anyone else. I asked him to send me the appraisal fee documentation and again said he did not need to do anything at this point and I should take it or leave it. I have repeatedly asked for it and continues to be non responsive. Additional documentation of this exchange can be provided. XXXX was on speaker phone and the full exchange was witnessed by my wife. These charges were not authorized nor were they communicated to us at any time. My realtor has no record of any of this either and has asked for it as well with no response from lender. We consider these charges to be fraudulent. He reiterated at the end that " he doesn't care if I close at this point and can take it or leave it ''. Lender Loan Officer insists he does not have to justify the charge to anyone. Due to significant potential hardship for Sellers should additional delays occur with the closing, I have elected to proceed with closing but file a separate claim for unjustified and unauthorized charges. Lender Loan Officer used pressure to force closing and is not responsive at this time for any transparency and justification of extra charges that were never authorized at any time. Loan Officer needs to refund unauthorized amount above the original {$540.00} agreed upon, approved and charged to my credit card. No other charges were ever communicated or authorized by me or anyone representing me.

Company response to consumer: Closed with explanation