Consumer complaint received 2021-01-27
Company: CITIZENS FINANCIAL GROUP, INC.
State: MA
Product: Mortgage
Sub-product: FHA mortgage
Issue: Struggling to pay mortgage

Complaint:
In XXXX my mother passed away and I was left with taking care of my bed-bound father who requires total full-time care. I helped with financial support while mom was alive to help with her 24 hour care because she did not qualify for insurance supported payments for her needs and care. After mother 's passing away, I took the responsibility of caring for all of my father 's needs and was able to later qualify him for daily care that helped and now helps for 39.5 weekly day hours and 14 weekly night hours. During the process I had no choice but to access my savings in orderto help sustain my father 's needs after having helped mother. In XX/XX/XXXX, Covid-19 pandemic struck and forced the economic shutdown. This directly impacted my ability to drive for XXXX and XXXX and deliver for XXXX and XXXX which were my par-time jobs to help pay for my father 's and my expenses. It also reduced and then ended the over time from my full-time job as a social worker for the state. I then began to fall behind on my home loan mortgage payments and in XX/XX/XXXX. I faxed the loan modification paperwork that I completed for help to Citizen 's one home loans and they confirmed receipt of all documents during a follow up call I made in XXXX XXXX.However after several weeks I noticed they never responded to me about the status of the modification so I took it upon myself as usual to find out what was going on. After discussion with a loss mitigation customer service rep I was told to apply for a deferment mod instead of the originally applied for trial payment mod. After several weeks having gone by, I called to inquire with the loss mitigation dept and they told me I was declined after very frustrating attempts to be connection with a manager or supervisor. I explained to them that they never sent me any formal notice or email stating such. I was then instructed to apply again but this time for a trial period mod and that they have it logged in the system as such and this would be followed by a package that I would need to fill out and then send or scan to email or fax back. I was told by customer rep XXXX that this would need to be done fast because my forbearance will soon end. I called again after expressing my total frustration with the process. When I called i kept being redirected to wait for the process and it would take 45 days for an answer. I then decided again in XXXX to call after waiting so long for paperwork to arrive in the mail for the loan modification. The docs never arrived to me. On XX/XX/XXXX I spoke with a cust serv rep in loss mitigation and in explained that I have been calling over and over again to find out where the paperwork is for my loan modification after i was told i was declined for the deferment mod. I also explained my frustrations, his name may have been XXXX, he seemed nice and explained to me that there is a new product that just came oXXXX XXXX weeks ago from the date of XX/XX/XXXX, called a " HYBRID MODIFICATION. '' He looked into my account after verifying my account number and soc sec number and said i qualified for a " HYBRID MODIFICATION " and that all i needed to do is agree by phone and then he will log in the action and then mail paperwork that would show this and then he would email me as well which i provided the email address. he said CITIZENS ONE HOME LOANS has this new product and I am approved and qualified and as of XX/XX/XXXX I am approved and all of my payments that are behind in the amount of XXXX would be put on the end of the loan and the maturity date would be extended and as of XX/XX/XXXX I will just have to resume with my current monthly payments of XXXX and everything will be back to normal. he also explained that I would receive a {$250.00} gift card via email to my email from CITIZENS ONE HOME LOANS two weeks later from XX/XX/XXXX. over 9 days passed and I never received an email. paper correspondence via USPS mail nor a call from CITIZENS ONE HOME LOANS about the " HYBRID MODIFICATION '' terms and nor did I receive a {$250.00} online gift-card via my email address. I then called again about this situation the first few days in XX/XX/XXXX and was told by a customer service rep supervisor name '' XXXX " that she was sorry about all of this and all I need to do is send the paperwork for the modification again and then she would personally care for the process. She provdied me an email to send all docs to and she would get back to me in two days. The email i was given was XXXX, XXXX XX/XX/XXXX at XXXX I emailed 10 attachments which consisted of the hardship letter, all loan mod docs with signatures and dates. She said she will follow up in two days and make sure the docs are logged into the system and would do everything to help make this process smooth and help get the modification through. I explained that I was already approved for one why not get that done. She said : " I'm so sorry for the inconvenience but as soon as you get these in i will log them into the profile for your trial period modification. '' I waited over one week and again no call, no email back saying they received my documents after XXXX shows the docs were sent to the citizen 's home loan company successfully. 
I called citizens one home loans 3 more times at XXXX and at XXXX ( DIRECT LINE TO LOSS MITIGATION ) to inquire on the status of the emailed documents pertaining to my loan modification trial period mod. Mind you after i was already approved for a HYBRID. When speaking with the staff who i could barely understand I was told they never received any documents from me except the ones in XX/XX/XXXX and the female staff state and I'm sorry for that XXXX you were declined. I explained the whole situation again for the XXXX time since XX/XX/XXXX and informed her of the XX/XX/XXXX approval and my numerous efforts sending loan mod docs and this recent XX/XX/XXXX email of attached docs. She also would not transfer me to XXXX who I asked for and was told by her that XXXX says she was not able to talk. This rep then began to tell me to send the documents again. I emailed them immediately 2x 's while we were on the phone and read back the email address XXXX that I was told by XXXX one of the supervisor 's and XXXX never followed up with me nor has she made herself available to discuss this problem any further. On XX/XX/XXXX I emailed, forward my original XX/XX/XXXX documents all over again to this rep and asked for her to check that. My XXXX  account confirmed its sending status and shows it was sent to the email. I kept asking for a manager to be connected with me so I can figure out why no one is able to find my email or take the time to look for my documents and why I am not being honored the HYBRID MODIFICATION in the first place that I was given an approval on. The rep just kept saying sorry and saying she will help and there's no help. Never has anyone called me back, emailed me, sent any loan mod packages since all of this has occurred. I am left with no resolve but keep receiving a bill in the mail about how much i owe. As of XX/XX/XXXX I owe XXXX $ and do not have it to pay and I am looking for a modification to help resolve this asap! I am not being helped ... WHY?? how come management is not calling me at all nor is a person identifying as a supervisor calling me to help me? It appears that CITIZENS ONE HOME LOANS and it's investors, stock holders are looking to foreclose! This is not right because I was approved for a HYBRID MODIFICATION with payments due to begin in XX/XX/XXXX. To date I have no answers and just know I am in forbearance with no other confirmed plans.

Company response to consumer: Closed with explanation