Consumer complaint received 2023-04-07
Company: CITIZENS FINANCIAL GROUP, INC.
State: PA
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Struggling to pay mortgage

Complaint:
This is a follow-up from complaint ID : XXXX. Details of that complaint can be found in that complaint. Following the assignment of XXXX from the Citizen 's Office of the Chairman, we worked together to review the details provided to me by the Citizen 's loss mitigation department, and also call them together. Loss mitigation sent me information to liquidate my property. I advised that I was not interested in liquidation, but looking for either a deferral or loan modification. I was advised that I should re-submit my application from the beginning to determine if this was an option. The loss mitigation department advised XXXX and I that I was in a 3-month forbearance. During this time- I was not required to make payments. The representative from loss mitigation also advised XXXX and I that I should submit my application to be reviewed during the forbearance, and that the forbearance would be modified as necessary during the review process. XXXX confirmed and reiterated these details with the loss mitigation representative. This was done in XXXX of XXXX The following week XXXX confirmed with loss mitigation that they had received the packet for review. Each week following this I waited to receive communication, and also verified with XXXX that no status changes were made on my account ( as she did not have visibility into my files, but could see when communications were initiated ). This week ( beginning XX/XX/2023 ) XXXX was advised by loss mitigation that they do not review packets or submissions while an account is in forbearance. Essentially, both XXXX and I were misinformed, and misled by loss mitigation team. They advised that I would need to resubmit everything as my forbearance expired on XX/XX/2023. This will be the 4th time i'm submitting my information to this department. To date I have been lied to, treated transactionally, disregarded, and been placed in a state of duress around losing my home. I have been made to feel like a number waiting in line for a decision of which I have no part in. Citizen 's loss mitigation department has cited multiple times that they do not contact clients - it is my responsibility to continually call them to check on the status of my file. They do not confirm receipt of materials or information, and they reach out over a 30 day period for any additional items needed. I continue to wait in fear for their next communication on the resolution of my case. Internally - it does not appear that they have consistent or accurate lines of communication, and the representatives I've spoken to very often speak little or broken English. I do not feel that Citizens respects or cares about me as a customer, and I hate to think that they may treat other customers this way as well. Let me please be clear, XXXX from the Chairman 's office is the exception to this. XXXX has been undeniably caring and empathetic to my situation. She has gone above and beyond to share information with me and discuss my situation. If the entire Citizen 's company had just a small portion of the customer service focus that XXXX has - I don't believe I would need to be submitting this complaint.

Company response to consumer: Closed with explanation