Consumer complaint received 2022-02-02
Company: CITIZENS FINANCIAL GROUP, INC.
State: NY
Product: Credit reporting, credit repair services, or other personal consumer reports
Sub-product: Credit reporting
Issue: Incorrect information on your report
Sub-issue: Account status incorrect

Complaint:
The following is regarding my mortgage payment. Back in XXXX, XXXX I contacted Citizens One to ask if I could have one or two mortgage payments deferred as the tenant living in my home at XXXX XXXX XXXX, XXXX NY XXXX was having some difficulty paying her rent due to a Covid related issue. I was told NO, I could not do that but I could instead apply for a loan modification program. I only needed help for one or two months since my tenant was experiencing a temporary issue due to XXXX, so I was unsure as to why I would need to apply for loan modification however I waited for the paperwork to arrive in the mail so I could fill it out and return it to them as requested. The paperwork never came so I called them again and they gave me a website to go to to apply. I did this as well and still heard nothing back. I called them again a couple weeks later and was told it would be a quicker response with the paperwork rather then the website. So I asked if they could once again send me the paperwork since I never received it from the first time they sent it. This time I received it and scanned and emailed it to them. I then started to make payments again even though I was struggling because they had reported the late payment to the credit agency. I did not want my credit score affected by this so I tried my best to keep up. In XXXX I called them again to ask if there were any decisions. They told me No, I also asked about my credit score and reporting to the credit company. I was told about a forbearance program and I asked if this could be done for me since my non payment issue was due to my tenant experiencing financial hardship due to Covid. They told me they would put the request on my account. Again, I never heard back from them. I called again and spoke to another rep. She requested the forbearance again, and said to check back the following week. A couple of weeks later I called back again to ask about the forbearance program and was told it was never put on my account. No reason was given! I also asked about the Loan Modification and as told it was declined. I asked them why I was never notified of that decision and they said a letter was sent out on XX/XX/XXXX? I still have no record of that letter being sent and it's XX/XX/XXXX. I am extremely upset at this company and how this was handled from the beginning. All I asked them to do was to defer one or two payments to the end of the loan for me. And 3 - 4 months after the fact, not one thing was ever done to help me through this difficult time. I have called the Loss Mitigation Dept. twice now in the past week to get a supervisor to speak with me to find out why I was not eligible for help with this. I still have not spoken to one as I am left on hold for 15 to 20 minutes each time and then told someone will call me back and that never happens. Due to this company failing to help me through this temporary hardship my credit score has now decreased as I have a late payment showing on what was previously an excellent payment history! I am still one payment behind as the payments I have been making are posted to the previous month that I missed a payment. The customer service for this company has been non existent in my opinion. At a time when so many other companies have helped those in need during this pandemic, his company did nothing to help me. I was told by one customer service agent to evict my tenants to which I replied that was not possible since NY State had a moratorium against evicting anyone experiencing a financial difficulty because of Covid. That alone should have allowed me to qualify for the so called Forbearance Plan. But again, no one did anything to help me!

Company response to consumer: Closed with explanation