Consumer complaint received 2017-08-01
Company: CITIZENS FINANCIAL GROUP, INC.
State: IL
Product: Mortgage
Sub-product: FHA mortgage
Issue: Trouble during payment process

Complaint:
Citizens One Home Loans has consistently misapplied my mortgage payments and used deceptive practices. I am a XXXX year old woman attempting to pay my loan off. I have consistently paid my mortgage payments on time each month. In an effort to pay off the loan, I have made several extra payments over and above the normal mortgage payment amount. Previously I sent in 2 separate checks. One for regular payment and one check for over and above and SPECIFICALLY outlined that this amount was to be applied for principal only. A Citizens One Home Loan representative informed me that I did not need to submit two checks but instead submit one. That is when I complied and began sending one. It appears to me that is when the problems began. Even though I began sending in a single check, I continued writing for loan AND principal not only on the remittance slip but also on the memo line of the check. Over time I began to notice that the amount of my loan did not appear to be decreasing as I expected with extra payments. This is when I began to look at my monthly statements to discover why. I found that numerous payments had not been applied to principal ONLY ( as I had written on not only the remittance slip but also on the memo line on the checks. ) Therefore, there should not have been a question as to how payments should have been applied. When I noticed the errors, I began calling to complain and ask why this had been done. I was told by customer service agents as well as the supervisor that I should have caught this before and they could not go back one year to check the errors. The supervisor, XXXX XXXX, also told me that if they corrected the error, I would be behind 2 months on my loan leading me to foreclosure. She also stated my default would be reported to the IRS and Fannie Mae. I began receiving automated calls stating that my loan payment was late. I also received correspondence via mail stating that I was late making loan payments. I was told to send in payment in excess of my normal payment. This has caused lots of fear, trepidation, and anxiety. I have made numerous, numerous calls to customer service trying to get assistance and all I am told is that they are working on it and will call me back. They never call back. When I try to speak to a supervisor no one is available. I finally wrote a certified letter to XXXX XXXX XXXX, VP of Mortgage Services. I received a letter saying they are working on it. Listed below are some of the errors I have discovered, there may be more : XX/XX/XXXX XXXX payment made- {$100.00} to principal-not applied XXXX XXXX payment made- {$100.00} to principal-not applied XXXX XXXX payment made- {$6000.00} to principal- not applied XX/XX/XXXX XXXX payment made- {$500.00} to principal-not applied XX/XX/XXXX full payment XXXX paid- {$37.00} escrow overage not applied XXXX XXXX payment made- XXXX to principal not applied XXXX XXXX late fee charged XXXX XXXX late fee charged Customer service representative states late fee is because I sent my payment for next month in too early and it did not register in system and was perceived as late. So 2 sets of late fees in one month. Because these payments were not applied as indicated by me the extra payments went to interest and escrow. I want this corrected as soon as possible so that I may see clearly my pay off amount. It appears as though no one is willing to help. I have requested a full audit dating back to XX/XX/XXXX based on these newly discovered errors and was told they do n't audit themselves. They only investigate what the customer asks them to. I was asked why had n't I kept up with my statements as if this were all my fault. This company is very dishonest. Please help me to get to the bottom of this mess. I do not want to lose my home that I have worked very hard for. I feel as if they are taking advantage of me because I am a senior citizen. I have been calling Citizens One Home Loan for 1 year now to no avail. They are very aware of the situation because when I call, the customer service rep gasps when they see the notes and the mess that has been made of my loan account and I get the same pat answer we are working on it. Anything you can do or any answers you can obtain would be greatly appreciated.

Company response to consumer: Closed with explanation