Consumer complaint received 2018-12-20
Company: CITIZENS FINANCIAL GROUP, INC.
State: FL
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
XXXX & XXXX XXXX XXXX XXXX XXXX XXXX XXXX, FLXXXX XXXX XXXX I did start the process online as well. This is our third home purchase and never have we had so much disregard for us and following the mortgage/banking laws from a mortgage company. Besides the Florida finance/banking department. We also filed a complaint with the state they do business out of which is New Jersey. We have also filed a complaint at the Federal level as well. I'm submitting proof that since the beginning of this year. As you can see when we applied for the Homestead to help reduce are taxes as a full time Florida resident. After we were approved and while we were at the office of the property appraiser I asked if they would fax it over to my mortgage company. You will see they dated the day it was sent to XXXX. I also mailed a copy to them. What do they go and do they raise our mortgage payment. As they stated we have to collect what you paid in the last tax year. We are in the home for only 2 years now and we were late filing to get the homestead in place the first year. So our payment went up {$170.00} it was {$840.00} and Im paying {$1000.00}. They even gave an estimate and with my tax bill this year you can see they were not far off. But they didn't care what we submitted and had to be held hostage by them till XXXX. So when I followed up in XXXX once we received our tax bill I called the appraiser office to see if they ( XXXX ) paid it and what did the pay. I found out they haven't paid them yet. I made a call and ask whats the holdup on making the payment ( the early the makeit I get a break on the amount ) Oh were in the process and ask whats the amount they were going to submit. I lost it! Oh we are going on what you paid last year! I asked don't you see a document for the Homestead and don't you get a notice from my property taxing authority for the true amount due. Oh I have to transfer you to that department but their closed at this time. I asked for a fax number so I can fax over my tax bill and the homestead document. Guess she lied! She gave a bad fax number. Lucky I took my statement and found were to send it. I have submitted the fax page as well as the note and bill. So after them paying I asked for an audit to get my monthly payment down as its my right and after shoving this down their throats they agreed I was over paying into my escrow account. I also asked for my {$940.00} back as its an overage due me. As you can see that my home insurance was paid for as well. But it only gets better I get a late notice from the company I have my home insurance with. So I place another call Oh once again we are in the process of paying that! They are a danger to their customers. Just to hurt me further in XXXX and we were current on all our mortgage payments they report us to the credit reporting agencies on be delinquent I have submitted proof as well. So I started to fire off emails as well 10 in all. Im tired of the lies from their so called customer service people. Let me ask you who ever is reading this. If you had a mortgage in the past and you were working with a good lender at the end of year they would have without asking mailed the excess of monies left over in your escrow account and after seeing that they have been receiving each month more monies that what are needed to cover property taxes and home insurance they would have taken it upon themselves to readjust the monies needed to cover said items going into the next year? Well my last two lenders did it but not these crooks. I have another complaint. I have submitted two of the replies I have gotten back after many calls as well as emails for an audit and the return of my overage. I'm due {$940.00} but as you can see they are only returning {$550.00} so I called them to see what lies they had in store for us. Oh we need two months of escrow. I stated our last two lenders didn't require that and why after my audit I was approved to reduce my monthly payment. Why doesn't it start on the XXXX XXXX of the XXXX XXXX? No answer so now they will have {$560.00} in my escrow account after I make my XXXX 's payment. As today XX/XX/18 I have not received my overage check. By the way the person I spoke with in the Federal finance department checked and they have 280 open complaints against them. Something needs to be done about this very bad mortgage company. They can be reached at XXXX. 

Thank you for your effort on our behalf,

Company response to consumer: Closed with explanation