Consumer complaint received 2023-06-09
Company: FIRST CITIZENS BANCSHARES, INC.
State: CA
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Struggling to pay mortgage

Complaint:
The lender CIT Bank N. A has denied ownership of my loan. 
Every time I've called during XXXX, XXXX, and even XXXX, CIT Bank N.A, First Citizens Bank and Trust, XXXX XXXX XXXX XXXX XXXX  XXXX XXXX, and, XXXX XXXX XXXX XXXX XXXX  XXXX XXXX all say they can not find my loan. 

I contacted XXXX XXXX XXXX and Mutual of Omaha, who originated my refinance. I am waiting for XXXX XXXX, who has been originating loans for all of my properties for over XXXX  years, to get back to me on who XXXX XXXX XXXX sold my loan to after orientation. 

Mutual of Omaha told me CIT Bank N.A. only bought Mutual of Omaha 's Condo, Association, and Townhouse part of their business. The regular residential mortgage and Servicing side of the company was not part of the deal. My house is a single-family residence. It has no Home Owner Association. 

XXXX XXXX XXXX was going through compliance and licensing issues with the state of California when three of my houses were refinanced XXXX XXXX XX/XX/XXXX. Mutual of Omaha was originating the loans on behalf of XXXX XXXX XXXX due to compliance issues. But was not a part of what XXXX XXXX XXXX did with the loans after orientation. 

I had five total properties in A COVID-19 forbearance, and all, but this one automatically was modified into a new loan with a lower interest rate and payment. All had the same loan originator XXXX XXXX XXXX. I have not missed one payment since I came out of forbearance, and my loans were modified from them. I HAVE Only HAD ISSUES WITH XXXX XXXX XXXX SINCE XX/XX/XXXX. I had no issues with the previous servicer XXXX XXXX XXXX XXXX XXXX 

The problem I had with XXXX XXXX XXXX. from the beginning was a lack of communication between the departments within XXXX and the Automated system that was implemented in XX/XX/XXXX by XXXX XXXX 

There was an issue with the website that I was required to sign up on to complete my application for loss mitigation and upload my documents. You can look at the XXXX Call log. I had to call several times because a new application would be issues every time I would log in. I received countless emails confirming a new application that had been submitted on my behalf, and with each, more emails asked for documentation that I had sent in. This same thing happened when I would log in through the online portal going through XXXX XXXX  I have about eight letters with a name, and they state they are my sing point of contact. But from XXXX through XXXX, at no time did I ever speak to my single point of contact. When I demanded to talk to my single point of reference I was always told they were unavailable or everyone in the office was a single point of contact. However, every time I would call, I would spend XXXX minutes just trying to catch the agent up on all the details about my situation and loan. 

I found an issue with how all emailed documents get routed to the loss mitigation department. All new emails were not received or arranged with the most recent. The agents would have to filter through hundreds of documents and emails I had sent. This caused several mistakes on XXXX XXXXs by denying my application due to expired documents. They did not have a process or procedures to combat this, even after countless times I informed the agent on the phone. 

I have detailed notes of every conversation I had starting in XXXX through XXXX of XXXX with XXXX  agents, CIT Bank, First Citizens Bank and Trust, XXXX XXXX XXXX XXXX XXXX, 3 HUD counselors who tried to help me get through to a decisionmaker, and Dovenmuehle. 

XXXX XXXX  was hired by CIT Bank N.A. or whoever to foreclose on my property on XX/XX/XXXX. I was never going to be considered for any foreclosure work-out option. All Loancare did was intentionally delay the process and string me along until the foreclosure memorandum was lifted and they could foreclose. 

I offered to start making payments when I came out of my Covid-19 forbearance so I would have a chance to take advantage of the very low-interest rates and Refinance my house. I was told NO by loan care. 

I ask for a deferral of allowing misted payments and escrow to be applied to the end of my loan. I was told NO. 

I asked if I could pay anything once the emergency rental assistance payments finally came in from my rental properties. I was told NO. 

I asked if I could pay the taxes and insurance so I would not fall further behind. I was told NO. 

I was even told not to add the truth to my appeal letter because it would cause too many red flags. This should be in XXXX 's call log. I have the original letter I read to the agent and the one I sent in and read to the agent. We went throughout a renovation at this time. 

I have sent emails to every email I was given to asking for someone to step in and help me because I was getting nowhere with the loss mitigation department. I talked to the trustee, and the foreclosure department, and XXXX 's foreclosure department even told me to go ahead and submit a new application after my final appeal was denied, and I would be able to get a 2nd chance and apply. This was a recorded call with a hud counselor and loan cares agent. This was after I read to him XXXX 's wording on the denial letter stated no further applications would be reviewed. 

I have not been able to use it since the middle of XXXX because there is a plumbing issue that I did tell loan care about. The city of XXXX will not allow anyone to live inside until we fix the issue. It is the under the street where the sewer line meets the city line. If there is too much use of water and waste everything backs up on to the driveway. 

I have a lot more information pertaining to the investments secured by my deed. I also can go over XXXX  XXXX bankruptcies these investments clamed and the debtors who were actually owned by the same company who owned the business filing a XXXX  XXXX ( fraud ). 

At NO TIME BETWEEN XX/XX/XXXX THROUGH XX/XX/XXXX DID CIT Bank N.A., FIRST CITIZENS BANK AND TRUST, EVERY CONFERM THEY OWNED OR COULD FIND MY LOAN IN THIER SYSTEM EVERY TIME I WOULD CALL TO SPEAK WITH SOMEONE.

Company response to consumer: Closed with explanation