Consumer complaint received 2019-01-30
Company: CITIZENS FINANCIAL GROUP, INC.
State: LA
Product: Mortgage
Sub-product: FHA mortgage
Issue: Trouble during payment process

Complaint:
On XX/XX/XXXX I received an escrow check in the amount of $ XXXX. I am not sure about the change amount. I immediately contacted XXXX XXXX XXXX, because I was confused because I had not been in my home for 12 months in XXXX and I knew that I should have a balance. At this point on XX/XX/XXXX, I called XXXX XXXX XXXX, and I explained my escrow refund could not be correct. I asked can I please bring the check to my local tax authorities and I was told that I did not need to. On XX/XX/XXXX I received a certified letter from my local tax authorizes saying that my taxes were not paid. I again contacted XXXX XXXX XXXX, because I am aware that I am paying escrow and, because my loan is escrowed, the servicer ( on behalf of the lender or subsequent owner of the loan ) has a duty to make timely escrow disbursements under federal mortgage servicing law.If the servicer fails to make the insurance or tax payment, and i know i should send the servicer a notice of error. so I did. I offered to pay the past due taxes, because of the error in the Escrow check that was issued to me prior, I was then told, that I do not have to pay anything because they made the error and they would fix it all. I then explained I do not need the stress of my home being up for unpaid tax sales, and again the rep explained that since I faxed over the correct parcel number, that they will have my taxes paid and this error fixed and I will not have to worry about any unpaid tax issues. The rep that I spoke with then realized that the mortgage company made an error on my closing and my parcel number was incorrect. That said this would be fixed. I had to fax a letter to them from my local tax authorities to verify the correct parcel number. XX/XX/XXXX comes, and I received another certified letter. At this point, I'm nervous so I just paid it. XX/XX/XXXX comes and I get a certified letter informing me that my home has been sold for unpaid taxes and I could redeem my home once I paid the taxes within the correct time. I reached out to my mortgage company on XX/XX/XXXX and explained the error. The reps said they would fix it and they would give me a call back on XX/XX/XXXX just for an update. I explained on XX/XX/XXXX i do not want them taking my current escrow money to cover the error that they had made, because i made multiple attempts to rectify it, and the company did not keep their word or hold up their end of the bargain. On XX/XX/XXXX, I got a call back, and I was promised an updated by Monday XX/XX/XXXX. On XX/XX/XXXX no one contacted me. I waited XXXX week and 1 day from XXXX XX/XX/XXXX dispute and contacted the company on Friday XX/XX/XXXX, at the tax department, and I the rep for the company told me she could not help me. On XX/XX/XXXX more than 30 days from my original dispute, I finally got a call and voice message from XXXX in XXXX XXXX at XXXX XXXX XXXX   who was working with XXXX XXXX. At That time when I spoke to her I explained that the undo stressed caused me XXXX XXXX XXXX, XXXX, XXXX, and I was XXXX XXXX. I explained to her that the XXXX  of not knowing for long, especially trying to figure out what is going on with my house, is driving me XXXX. I then verbalized again, that I do not want them to take my current escrow money and pay last years due to them making the error because it will make my mortgage go up. XXXX acted like she understood, but i found out later that the company took my current escrow money and paid the past due error that they made, and now i am short on my current escrow balance and my monthly mortgage notes are going up due to no fault of mine. This was after I made multiple attempts to identify and get assistants it and the company doing nothing. In XXXX I received an apology letter from XXXX on behalf of XXXX XXXX XXXX saying the company apologizes and they made an error and offering me a {$50.00} gift card, that was not even in the envelope. I received a {$150.00} check on the principle balance of what parish/county takes that did not include the fines I paid also. Initially I only wanted the $ XXXX paid from the company for the error, but with the large amount of undue stress, hospitalization, and multiple times I have spoke with this company to get them to correct this error, given more then 30 days from the initial date that I received a certified letter saying my taxes were not paid on XX/XX/XXXX, then I honestly feel like they should be much more responsible. I became so sick i could not pay my bills, because i had to pay deductibles, i became hospitalized, and i am now finally catching back up on my bills since XX/XX/XXXX. I have had to get on programs with my other companies to stay afloat and watch my own personal credit score go down, because i spent so much money that would go to bill in deductibles and medicines, maxing out my credit cards for travel to doctors, and now long term treatment.

Company response to consumer: Closed with explanation