Consumer complaint received 2022-01-20
Company: CITIZENS FINANCIAL GROUP, INC.
State: CT
Product: Mortgage
Sub-product: FHA mortgage
Issue: Struggling to pay mortgage

Complaint:
First off I have been faithfully paying my mortgage on time since I bought my house XX/XX/XXXX. XXXX hit in XXXX XXXX my sons father was laid off due to Covid and hense did not pay me child support. When I called to make my payment I asked if there were any options in being late for one month. They told me on phone it would be no problem they would put me in a forbearance plan. 
XX/XX/XXXX I got a letter saying I was in forberance. I continued to make payments On XX/XX/XXXX I received a letter saying I had requested loan assistance which I had not. XX/XX/XXXX I got a letter stating forberance would end soon. XX/XX/XXXX I received a letter stating I was qualified for a partial claim / loan modification of {$5300.00} 3 months to go at backend of mortgages I received the same letter again this time dated XX/XX/XXXX for the same partial claim. I had called and told the person I spoke with that I would accept that partial claim. citizens then sent A man out to notarize the agreement on XX/XX/XXXX. 
I then received a letter dated XX/XX/XXXX. This letter stated I was qualified for a partial claim of {$8900.00}. 5 months to go at backend of the mortgage. Imagine my confusion so I called citizens. The person I spoke with told me yes it would be okay to go with this partial claim instead of the first one that they would have to order another person to come out and notarize the new agreement. At this point they told me if I was going to go with this partial claim I would not have to make payments towards XXXX, XXXX, XXXX, XXXX, or XXXX of XXXX as this would be the new agreement and these months would be put at back end of mortgage. 
I had the new notary call me with an order from citizens and scheduled a date to come out with documents dated XX/XX/XXXX. Notary and I and a witness signed these papers on XX/XX/XXXX. My payments were to begin XX/XX/XXXX. All I received in the meantime were mortgage statements with multiple discrepancies about what I owed. I called every month and asked when it would be updated. I was told check back next month the system is still updating. I began my payments by phone each month which I have letters from citizens stating I paid and each month I asked if the second partial claim went through correct? Why does it still say I owe so much? Each month multiple people told me I was fine it was getting taken care of. Until XX/XX/XXXX when I received a letter dated XX/XX/XXXX that stated I was behind in mortgage and foreclosure would be considered. I then called and was told I owed two months of mortgage payments as my partial claim was closed and they put it through for the first one of {$5300.00}. Not the {$8900.00} which is what I was told for several months. I requested multiple call backs from a supervisor and never received one. Each time speaking with someone in loss mitigation they told me there was nothing they could do I owed the money. I have called and made every payment since XX/XX/XXXX as I was supposed to. In XXXX when I called they denied my payment said they couldnt take it because I owed too much money and was behind so much. I had to fight with loss mitigation to accept a one month payment. 
In summary I was told I qualified for a 5 month promissory note and partial claim to skip payments from XXXX XXXX. It wasnt until XXXX of XXXX that anyone informed me this was not the case at which point I do not have the money to catch up. This to me is a scam since I never asked for any of those partial claim letters to be sent to me and since I was told it was all okay until the eviction protection had ended now Im getting calls all the time telling me I owe money and am in danger of a foreclosure. 
This is why I seeked a refinance with another mortgage company in which everything was okay to go through until citizens sent payment history information with all my payments made from XXXX and then on applied to the beginning of the year ( the months in which I was supposed to have skipped due to the partial claim ) so now it looks like I was on a rolling 60 day behind payments. All I want is to be current with my mortgage and my credit history preserved. I have done what was expected of me. They gave me the agreement for {$8800.00} to start paying in XXXX and I did. It should not look like I was behind what so ever. I did consult with a lawyer who told me to file complaint here

Company response to consumer: Closed with explanation