Consumer complaint received 2022-12-05
Company: CITIZENS FINANCIAL GROUP, INC.
State: NY
Product: Mortgage
Sub-product: Home equity loan or line of credit (HELOC)
Issue: Struggling to pay mortgage

Complaint:
I have a HELOC with Citizens Bank. XX/XX/XXXX, my husband ( co-borrower ) got covid at work and has severe complications as a result. He has not been able to work since. He has filed for permanent XXXX because of his inability to return to physical work. Our primary mortgage was put into a forbearance program, but I was able to maintain the payments on the Citizens loan until XX/XX/XXXX. I could no longer do it so I reached out to the bank. The pre-recorded message when you call Citizens states that if you are having difficulty making payments due to covid, arrangements can be made and late payments will not be reported. ( The same was done for us with the main mortgage so I was aware of the process ) I called on XX/XX/XXXX asking for covid hardship assistance. At that time, my loan payment had not been at the 30 day late point so there was no threat to negative reporting on my credit. I was told a packet would be sent to me. When I did not receive it, I called again on XX/XX/XXXX. The hardship packet was not received in the mail until XX/XX/XXXX. I called the bank on XX/XX/XXXX expressing my concern that now the payment would reflect as past due and it would affect our credit score. I spoke to their consumer finance department and filed a dispute with the credit reporting agencies. I completed the hardship packet and mailed it back to them on XX/XX/XXXX. 
On XX/XX/XXXX, I called the phone number included in the packet trying to get information concerning the status of my hardship. I was continuously told that the number I was calling was not correct, despite it being the number included in the packet. I was transferred for over 2 hours to various departments and given several numbers but no one could tell me about my loan. I was getting calls from collections department however letting me know that my account was past due, but they could not tell me the status of my covid hardship packet. I thought the program was supposed to protect consumers like me?? 
I received a letter dated XX/XX/XXXX ( which was not mailed until XX/XX/XXXX ) stating they received my packet and would have to verify it was complete, but never mentioned anything about stopping the negative reporting to the credit agency. I called again the number in the letter and was told i was not in the right department. I gave my loan number and was told they could not help me. I was transferred and transferred with no answers. I received another letter dated XX/XX/XXXX, which was mailed on XX/XX/XXXX, telling me I needed to sign off on a list of authorizations. The same telephone number was listed. I spent all morning on XX/XX/XXXX calling but I got the collections department. Noone at citizens bank will give me any answers. 
An email address was included in the letter on XX/XX/XXXX - XXXX so I sent an email on XX/XX/XXXX requesting an update - I still have not heard anything. 
I filed disputes with each of the credit agencies. Citizens Bank has done nothing to stop the negative reporting on my HELOC despite my calling on XX/XX/XXXX to request covid hardship assistance. I had to call back again on XX/XX/XXXX because I did not receive any packet in the mail. When I called on XX/XX/XXXX I asked if I could apply over the phone for help because I knew how important it was not to have any negative reporting about mortgage payments- I was told NO. 
I continue to try to get information about my loan and how to put it into a forbearance while I can sort out my family 's financial hardship. My husband has a hearing in XXXX concerning his permanent XXXX. He is only XXXX XXXX XXXX and covid literally damaged his XXXX and XXXX to the point of being unable to work. We are doing our best to make our finances strech. I was able to maintain payments from the time he got sick in XX/XX/XXXX until XX/XX/XXXX but when I reached out to Citizens, they literally put the financial well being of my family in serious jeopardy. 
as a result, citizens reported the late payments, despite my asking for assistance prior to the late, and despite the pre-recorded message on their call lines. in doing so, me and my husband have delinquincies listed on our credit report. our credit cards and lines of credit have been affected and credit cards that we had significant lines of credit with have just been cut. Citizens Bank is responsible for that. The credit reporing needs to be corrected and only citizens bank can do that. 
My husband and I have been long standing customers of Citizens and have made each payment on time. To be treated like this in a time of financial need is just devastating. the impact to my family and the damage its done to the ability to meet our financial needs is great. We need help and citizens bank is just unreachable.

Company response to consumer: Closed with explanation