Consumer complaint received 2022-08-18
Company: CITIZENS FINANCIAL GROUP, INC.
State: TX
Product: Mortgage
Sub-product: VA mortgage
Issue: Trouble during payment process

Complaint:
Citizens One XXXX XXXX is the mortgage servicing company on my loan. They have reported that my home loan was part of a bankruptcy wich is not true. They have reported the account closed due to bankruptcy. Again not true. They have reported me to be behind by three or four months since last year around XXXX. Again not true. They have told me my payment went up by {$70.00} in XXXX of this year because they said I owed escrow over XXXX XXXX dollars for an increase and change of insurance. I changed to a much cheaper insurance policy and they were reimbursed for the premium payment they made to the old carrier. Yet they still say I owe them the money. They took my payment for XXXX which was the amount of my old payment rounded up - the payment is $ XXXX and I pay $ XXXX and they mailed a check for that amount back to me. I sent it back to them and they then sent the entire amount to escrow. Meanwhile they are reporting that I did not make a payment for XXXX at all!! They took the XXXX payment then decided to send it via check back to me and I sent it back. They just returned it again saying they do not accept partial payments! They never fully explained to me why my payment increased since my new insurance is over {$200.00} cheaper than the old one was and they were receiving a full reimbursement for the old premium they had paid! And of course they report it as me not having made any payment at all!! They accepted one of the three months that I did not pay the increased amount and said nothing to me about that month! So when I finally could see the difference I did the math and I owe them {$240.00}. I told them I would pay it but they will not accept it because they want me to pay for three months as if I never paid a cent! They got {$630.00} and now they want {$710.00}. On top of that!! They also claim that I have not paid the payment for XXXX of XXXX! I have already proven to their attorney and them that I have made that payment and all the other payments they claimed I missed in XXXX!! They stopped me from getting a refi from another company so I could get away from them by telling the new company that I had not made a payment for six months which was a lie!! They have reported that I still owe way over the amount I actually owe and they have reported that I have been in and out of bankruptcy like three times in the past five or so years. The worse thing about that is I have only had the loan since XXXX of XXXX!! They have not done business with me before that date. I was in XXXX  XXXX when I purchased the home. I got permission from the court to do so. However that bankruptcy was in its third year when I purchased the home and the mortgage was never a part of the plan!! I have tried everything short of flying to the state they are in to go in person to talk to someone that could fix the mess they have created. I intend to send a certified letter to them to tell them that they need to correct what they have done. I want to get an attorney to protect me since theyare now threatening to foreclose again! But that will cost me at least {$5000.00} to retain a good attorney and I cant even get a payday loan because Citizens has totally destroyed my credit rating!! I was trying to start a business to help other XXXX veterans like me but again my credit score is in the trash spica t get any grants or loans!! I have been trying to get them to stop the discriminating against me for almost two full years. For a while they refused to take my calls! I haveXXXX and this kind of stress causes me to have flare ups that have caused me to be very Ill! I desperately need help!!

Company response to consumer: Closed with explanation