Consumer complaint received 2023-08-25
Company: CITIZENS FINANCIAL GROUP, INC.
State: SC
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process
Sub-issue: Payment process

Complaint:
Both XXXX XXXX  AND Citizens bank are at fault here Here is how : THE TOPLINE Citizens put me in foreclosure stating that they did not receive the payment, which is FALSE, as you can see confirmation of payment XXXX said my account was overdrawn, which is also FALSE Thus, they made me pay TWICE, yet CItizens did NOT credit me for the duplicate payment. Nor for the seperate payment of {$500.00} for escrow. 

Of note, you can see the policy Citizens has about online payment which was taken within 3 days, yet 10 days later they stated that XXXX took those funds BACK and so I had to pay again in XXXX for two payments to restore the account. 


I contacted the CFPB when I was in default and no one replied, so I made A THIRD payment. 

THE DETAILS I paid my mortgage in XXXX for the XXXX period. 
The payment was made online and via my XXXX account. 
You can see payment confirmation via EMAIL and I called and got confirmation from Citizens that in fact, it was received and processed. Calls are recorded ... feel free to ask them to pull the call from XXXX and XX/XX/XXXX They confirmed I could close my XXXX XXXX  account as the payment was processed.XXXX bank deleted from my email that email which asks you how was your call with Citizens or I would attach that which I had as evidence prior. 

I went into the XXXX branch 2x to confirm the status of payments outgoing had cleared that in XXXX before closing my account in XXXX. First visit to XXXX was XX/XX/XXXX then again XX/XX/XXXX All was clear... I have a letter stating the account was closed in good standing. 

over a week or two after CLOSING the XXXX and more than 2 weeks after paying Citizens, the mortgage company stated that XXXX took that payment BACK. 
XXXX also stole from me when I cancelled the check to XXXX XXXXXXXX XXXX XXXX and the did NOT stop the check which was done within hours of issuing it, XXXX said that the info did not match but I have proof it DOES match and they should have cancelled it, and parks never made it right so XXXX gave a XXXX business who destroyed my water heater money and did NOT honor FDIC policy, and the FDIC has not replied to request for them to honor those funds. If it was a credit card and I instantly returned it, the bank would have to honor those funds, and it is supposed to be with a check but XXXX did NOT. I share this so you see how XXXX stole me. I closed the account for that reason and they enabled Citizens to do the same-steal from me as they did NOT take the funds and apply, they pocked it that money. And when I wrote you that they were threatening to foreclose on my home, you did NOTHING. 

So Now I am asking you for justice, please for the love of God do me justice. Pleas- ADDITIONALLY -- the ESCROW refund is NOT accurate because it does not take those monies into account from the XXXX payment People take advantage of me as they see Social security sends me money. This was cruel. It is also ILLEGAL. 
Its fraud. 

REQUEST FOR YOUR HELP Please refund my monies to me OR OR get Citizens to acknowledge the receipt of the payment, which they are denying. These are huge profitable companies taking from a solo person with no family no friends -they lie, cheat and steal. God as my witness they have oppressed me, lied and cheated. And they do not want to do justice. i have other proof of ways XXXX has stolen from me and Citizens has tried to add in random charges to get more money. 
Enough! enough! I deserve justice! 

I have attached a few snapshots, but you are in a powerful position and can pull those calls made to Citizens, I ask that you do so. 
As XXXX did not return those funds to me when I closed the account, and Citizens is NOT crediting my account. 

REQUEST AGAIN Please please please use your power given to you by God, the governement and the CFPB to grant me justice. And if you DO grant me justice, my XXXX in Heaven will surely bless you.

Company response to consumer: Closed with explanation