Consumer complaint received 2019-02-24
Company: CITIZENS FINANCIAL GROUP, INC.
State: NH
Product: Mortgage
Sub-product: FHA mortgage
Issue: Trouble during payment process

Complaint:
XX/XX/XXXX XXXX XXXX XXXX XXXX XXXX XXXX, NH XXXX XXXX XXXX XXXX XXXX Complaint via Consumerfinance.gov Copy to XXXX XXXX XXXX   XXXX via XXXX Re : XXXX XXXX XXXX  XXXX XXXX XXXX XXXX XXXX, NJ XXXX XXXX Loan # XXXX FHA # XXXX Dear Sir or Madam : This is a complaint about mismanagement of Escrow on the above noted Loan. This is the only mortgage I have. 

In XX/XX/XXXX, I purchased this home. In XXXX per property billing statement ( document attached ) the XXXX ( XXXX XXXX XXXX XXXX ) paid no taxes. 

As of XXXX tax statement from XXXX they stated they had paid {$6600.00} in taxes. Not the actual XXXX taxes on the home. I was unaware of the misinformation so was unable to take the actual tax amount on my federal taxes off my 1040 form I filled out for my federal taxes. At that time because my house was new construction I thought the tax was the correct amount. Because I knew they had collected about {$16000.00} in escrow from me. I called to get my escrow overage. At that time, I was told that it would be sent to Escrow review department and they would send what funds they could because they may need it for the following year. NH law states that XXXX can collect 1/12 of escrow needed monthly and can hold 2 months of the 1/12 on hand for the escrow. According to their figures they had a {$10000.00} overage. 

When calling the mortgage department, they told me that on XX/XX/XXXX an amount of {$2500.00} was paid to somewhere and that in XX/XX/XXXX, {$2500.00} was refunded to my mortgage account by XXXX XXXX. I was also told that on XX/XX/XXXX that a check in the amount of {$8000.00} was issued to me and sent by US postal service. This check never arrived nor was ever seen by me. They said any uncashed check goes back into escrow. They also said that in XX/XX/XXXX a check in the amount of {$2600.00} was issued to me by US postal mail. The check for {$2600.00} was received and cashed by me. 

Currently, on my Federal Tax Form 1098 from XXXX XXXX states that they have refunded Escrow to me in the amount of {$10000.00} in the last year. ( document attached ) This is inaccurate. I have called multiple times to get the missing escrow amount of {$8000.00} escrow refund and the mortgage servicers have said if a check is not cashed it goes back into the escrow account. When I ask for my money the escrow supervisor says that it is not there. 

My actual taxes were {$10000.00} for XXXX. 
My actual taxes were {$11000.00} for XXXX. 

The escrow collected by XXXX in XXXX was near {$16000.00}. 
The escrow Collected by XXXX in XXXX was near {$16000.00}. 

I have asked the XXXX to collect escrow in the amount closer to the actual need and I have been told that it will be reviewed. 

I need accountability that I have been promised for two years. Multiple calls to XXXX, I am told that this issue has been escalated and that I will receive a phone call from XXXX within 24-48 hours and they have actually truthfully have NEVER called me. 

I am clear that XXXX  have documented on this years 1098 that I have received refund of {$10000.00} from escrow. I am clear they have said that on XX/XX/XXXX that a check in the amount of {$8000.00} was issued to me by US postal service. They know that check was never received and never cashed. They said it went back to my escrow but there is NO ACCOUNTING OF THAT. 

They just tell me that there is no money in my escrow. As documented on the 1098 Federal Form is that I have {$750.00} in my current escrow account. This is thousands of dollars wrong. 

I need assistance in getting my escrow that has accrued no interest and has been way more than a two-month excess for the last two years XXXX, XXXX. Anything that can be done to get this done will be greatly appreciated and needed. 


Thank you in advance for your assistance, XXXX XXXX XXXX NOTE : please call my wife XXXX XXXX XXXX ( last 4 digits of her SS XXXX ) at her phone XXXX who has full permission to discuss any aspect of my loan or federal complaint for the life of the loan.

Company response to consumer: Closed with explanation