Consumer complaint received 2021-12-14
Company: CITIZENS FINANCIAL GROUP, INC.
State: CT
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
In XXXX I had some damage on my house due to storms. I contacted the insurance company and the claim was made and the repairs done. The final payment from the insurance company was received and forwarded to the bank for endorsement. Below is a communication sent to the bank detailing all the situations I have had with getting this insurance payment sent to me. The work on the house was completed and I already paid the contractor. The financial institution is Citizens Bank and the department is the XXXX XXXX Department. 

I am writing as I continue to have problems with getting the payment and final inspection for the repairs done to my property as listed below : Account number : XXXX Check Tracker number : XXXX Address : XXXX XXXX XXXX, XXXX XXXX, Ct XXXX 1. The final check payment was sent to you XX/XX/XXXX, this check was returned on XX/XX/XXXX indicating that the it had to be endorsed and returned. 
2. The check was received on XX/XX/XXXX and it was endorsed by XXXX and returned via overnight mail on XX/XX/XXXX for your endorsement. 
3. I called around XX/XX/XXXX and was told that I had to submit the adjusters report and a repair affidavit. Both of these were uploaded to our sight the same day. 
4. I followed up on XX/XX/XXXX and was told that the documents were received and I should the partial payment of approximately {$16000.00} was requested and should go out in XXXX to 3 days. 
5. I followed up on XX/XX/XXXX and was told that everything is on hold since the adjuster was a third-party adjuster, I needed to get a letter from the Insurance Company indicating that the adjusters report was used to process payments. Letter was uploaded into the system the same day, XX/XX/XXXX. I followed up and was told that the check would be processed and it would take 2 to 3 days and to order the final Inspection. 
6. I requested the Final inspection requesting that it be done prior to the XXXX of XXXX as I would not be in the house till XXXX XXXX. 
7. I received an email on the XXXX of XXXX indicating that the inspection had been canceled. I called and the person could not understand why it was cancelled as all the documentation was there. They requested the inspection again. 
8. On XX/XX/XXXX I received another notification that the inspection was again cancelled. Again, I called and was told that it will be reinstated and they could not see why it was cancelled. Also, they told me that the check was requested and should be going out. 
9. On XX/XX/XXXX I called and spoke to XXXX, a supervisors assistant, who indicated that the reason the inspection was cancelled and the check not mailed was that one of the documents I submitted had not been accepted by you. She proceeded to accept it and again request the inspection and the check, she also mad a note to send the check overnight to my address in XXXX XXXX where I will be staying ( XXXX XXXX XXXX XXXXXXXX, XXXX, PR XXXX ). 
10. Following up again today, XX/XX/XXXX, I am told that the inspection and check is pending and no further information can be provided. I requested to speak to a supervisor and after waiting on line for over 30 minutes my call was cut off. Spoke with XXXX XXXX, a manager, who promised to follow up and call me back with regards to the inspection and the processing of the check As I stated before in all of my calls, I will not be in Connecticut from XX/XX/XXXX till XXXX and needed to get the inspection done before the XXXX. According to your procedures, the entire process should be completed in 10 days. As you can tell by the information above it has taken much more time than the 10 days. The work on my property has been completed and the contractor has been paid. Also, the insurance company inspected the property to insure the work was done. 

I need this situation resolved ASAP and will be filing a report with the Consumer Financial Protection Bureau. Also, I am communicating with the mortgage side of the Bank to inform of the terrible service I have received from the Loss Prevention Department. Lastly, I will be taking the steps to finalize my loan with Citizens Bank due to this situation and the lack of a prompt response. 

Lastly, it is hard to believe that the hardest, most frustrating part of this ordeal has been working with the bank. The insurance company and contractor was extremely efficient and non-eventful. Unfortunately, the same can not be said about working with Citizens Bank. 

Sincerely, XXXX XXXX XXXX

Company response to consumer: Closed with explanation