Consumer complaint received 2023-06-15
Company: CITIZENS FINANCIAL GROUP, INC.
State: NJ
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Closing on a mortgage

Complaint:
I, XXXX XXXX, am writing to express my deep concern and disappointment regarding the distressing experience I recently had while securing a mortgage loan ( bearing Loan # XXXX ) through Citizens Bank. I experienced a significant lack of accountability and suffered a substantial financial loss of {$6300.00}. 

Please find the brief description of all that transpired during the loan process below : I worked with XXXX XXXX XXXX ( Loan officer bearing XXXX ID # XXXX ). 
XXXX XXXX offered me the loan at an interest rate of 4.25 % with XXXX discount points, which I accepted. 
XXXX XXXX did not uphold the agreed-upon terms, and the final CD showed an interest rate of 4.25 % with one discount point. 
I contacted XXXX XXXX, requesting him to rectify the discrepancy. 
XXXX XXXX informed me that he is working on removing the discount points and recommended that I sign and submit the documentation. I obliged XXXX XXXX because of the working relationship. 
XXXX XXXX informed me that Citizens Bank would issue a check for {$6300.00} in place of the discount points I had paid for. 
I have been following up on the check since XX/XX/2022 and have not received it. I noticed that my communications were willfully ignored. And repeated escalations to XXXX XXXX XXXX ( XXXX XXXX Mortgage XXXX ID # XXXX ) and XXXX XXXX ( Area Lending Manager VP New Jersey XXXX XXXX  ) and XXXX XXXX XXXX XXXX ( Citizens Bank ) did not help either. 

Throughout the process, it became increasingly evident that the agreed-upon terms and conditions were not being upheld. I have trusted Citizens Bank 's expertise and relied on its guidance to navigate this important financial decision. However, the service and professionalism I received fell far below my expectations. One of the most distressing aspects of this experience was the lack of communication displayed by XXXX XXXX and XXXX XXXX XXXX XXXX. My attempts to establish contact were met with excuses or silence, leaving me anxious and uncertain. Furthermore, the lack of transparency and non-addressal of essential issues during the process exacerbated my frustration and disappointment. 

As a direct consequence of the breakdown in communication and failure to adhere to the agreed-upon terms and conditions, I suffered a substantial financial loss of {$6300.00}. This loss could have been mitigated or even prevented entirely had XXXX XXXX and his team demonstrated the professionalism and diligence expected in such a critical financial undertaking from an esteemed institution like Citizens Bank. 

Please acknowledge the gravity of this situation and take immediate action to rectify the issue by issuing me the check for {$6300.00}, as promised. I hope we can resolve this matter amicably and restore my faith in your institution 's commitment to professionalism and customer service. 

Following are the information of Loan officers involved - XXXX XXXX Area Lending Manager VP New Jersey XXXXXXXX XXXX XXXX Phone XXXX XXXX Citizens Bank XXXX XXXX XXXX, XXXX XXXX XXXX NJ XXXX -- -- -- -- -- -- -- -- -- -- -- -- -- -- XXXX XXXX XXXX XXXX VP Home Mortgage NMLS ID # XXXX Northern | Central | New Jersey Office Address - XXXX XXXX XXXX XXXX XXXX XXXX, NJ XXXX Direct | XXXX XXXX | XXXX Mail Stop : XXXX -- -- -- -- -- -- -- -- -- -- -- -- -- XXXX XXXX Loan Officer at Citizens XXXX  ID # XXXX ( XXXX ) XXXX XXXX Office Address - XXXX XXXX XXXX XXXX XXXX XXXX, NJ XXXX -- -- -- -- -- -- XXXX XXXX Mortgage Processor Specialist Home Lending Solutions Office Address - XXXX XXXX XXXX XXXX XXXX XXXX, NJ XXXX - Mailstop : XXXX Office : XXXX - Fax : XXXX XXXX XXXX

Company response to consumer: Closed with explanation