Consumer complaint received 2020-11-29
Company: CITIZENS FINANCIAL GROUP, INC.
State: WV
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
For the past several months I have been signed up with Citizen Ones auto draft service. Citizens One Mortgage failed to take out my auto draft payment of {$560.00} on XX/XX/2020, which made my payment late. I ended up paying it manually through the app on XX/XX/2020 and shortly received a confirmation email stating that my payment of {$1100.00} would be drafted. This was alarming because two payments had been made. I initially contacted Citizen One during working business hours to correct this issue and was told I would have to wait several days for someone to contact me because of restrictions due to COVID-19. This prompted me to contact my bank at XXXX and inform them to cancel the payment being processed of {$1100.00}, so my account would not be overdrawn. XXXX stopped both payments initially and {$560.00} was returned to my account. When Citizen One contacted me later on in the week I informed them of what happened in which the representative stated since both payments had been stopped I needed to still make a payment for the month. The rep also stated I would need to pay a {$30.00} late fee which brought my payment to {$590.00} which was made on XX/XX/2020 and deducted from my bank account on XX/XX/2020. I also received a confirmation email from Citizen One stating my next payment was due on XX/XX/2020. After checking the mortgage app for Citizen One I discovered they are stating a payment had not been made on my account since XX/XX/2020. I have been on the phone with multiple representatives and supervisors, each can not tell me what is going on with my account. They claim the payments for XXXX and XXXX has been placed in a suspense account, which was done without my knowledge. There were no partial payments made for this to happen. There was no issues regarding my account until XXXX. However, they claim they returned {$590.00} to my account and I would still need to pay for XXXX, which is not correct. Customer service appears to be inexperienced and no one can tell me where my payment is for the month of XXXX or why XXXX and XXXX are now in a suspense account. This has been reflected on my XXXX account balance for each month of payment, including XXXX. Each representative I talk to gives me a different reason and each time I am told to pay for the month of XXXX, even though it has been paid and reflected on my account. Please note, I acquired my bank statements from XXXX for the month of XXXX, XXXX, and XXXX which reflects payments have been made for those months. I will not get my new statement for XXXX until the XXXX of this month.We are disputing two different amounts. Initially {$560.00} was returned to my account at the beginning of the month, but a payment was made to them again on the XXXX for {$590.00}, which was not put back into my banking account with XXXX. I have now been turned into their collections agency for non payment when they have received a payment for every month they are disputing. I have been in touch with XXXX from the Chairmans office over my complaint with the XXXX, who has instructed me to throw away documentation stating they are going to foreclose on my home. Nothing has yet to be resolved and I was told to just keep making my payments. I have received documents every day stating I owe {$2300.00} and it needs to be paid by XX/XX/XXXX. Nothing is being handled accordingly and I have even faxed them bank statements. I am almost ready to obtain legal counsel so I do not lose my home over their crucial error.

Company response to consumer: Closed with explanation