Consumer complaint received 2019-08-20
Company: CITIZENS FINANCIAL GROUP, INC.
State: MA
Product: Mortgage
Sub-product: FHA mortgage
Issue: Closing on a mortgage

Complaint:
The loan officer lied consistently were told loan was in process and already sent to underwriting after doing an application online in XX/XX/2019 all documents requested were submitted via email and faxed to loan officer!  The loan officer tried to force me to put my wife on the title yet I was purchasing home in my own, he tried to dissuade me from a XXXX XXXX Loan and  did the application for a completely different loan not applied for !  Loan number given  was XXXX all requested documents provided in a hours at the most 24 hours.  Loan officer became angry when Appraisal of property was requested and a copy of Appraisal wanted insisted fee be paid via credit card and became angry when citizens bank   check was sent within 24 hours told loan would be denied if did. Or do exactly what he says!   Loan officer reported to head bosses and pattern still continued kept asking for sane documents over and over in order to delay loan told others documents not produced Which was untrue every request was adhered to!  This is the most telling all disclosures sent to loan officer not uploaded to secure file for mortgages online stated none were sent yet were both faxed and emailed several times.  Loan officer insisted that Ho6 be brought prior to closing which was done believing he was honest only to find all the weeks he all set it was not!   I was told Appraisal was fine, told in understanding, told all set only to find docs sent were not added to file to add insult to injury the loan papers contained errors that he refused to fix told to just do as told interpreted do as told XXXX .  He on loan papers stated we I declined to answer race questions untrue again this was changed to the read correctly black!  This was done several time put Accts that letters were attached to loan docs missing, explanation as to shopping  for mortgages new inquiries letter not attached probably three away all taxes provided, 401k docs, bank statements and told that since he works at bank he can access the Acct at citizens easily the reason he does not need the statements in short he did not want things.  All other loans applied for some not were cancelled due to loan officer insisting they were leading one to believe as he stated that all was set hence reason that H95 was purchased at his requests in it about XX/XX/XXXX and put in Citizens name.  He was tricky, rude, did not answer questions and misinformed  at every turn.  This is the reason homeownership has dropped for people of color discrimination, fraud on part on banks and more all complaints sent to XX/XX/XXXX, Mr. XX/XX/XXXX and Office of Chairman at Citizens ! My credit scores are good and remain so told to sign loan papers and nothing would be fixed until closing it regardless to right or wrong did not do so due to knowing this to be wrong crossed out incorrect things and initialized along with giving  letters of explanation all missing from file so how can an underwriting make a decision they cannot because he was lying

Company response to consumer: Closed with explanation