Consumer complaint received 2020-12-08
Company: CITIZENS FINANCIAL GROUP, INC.
State: TN
Product: Mortgage
Sub-product: FHA mortgage
Issue: Trouble during payment process

Complaint:
XXXX account of earlier complaint. 

Hello, I do thank you for listening and helping with my concerns. I do believe this matter should not be close. I believe there's enough evidence to show error or intentionally, this company misleading /misinforming customers on the forbearance program about options that they have. 
Do note, : that the company has somewhat resolved my concern. But I still believe investigation into this company should take place. My concern is about other customers who have fallen into the forbearance program may have been taken advantage of. Since my resolution over the phone with this company, " note that this was not an option before. There's been no documentation to sign Etc. listen to my phone call record, also, sice my phone call, I have received two letters that still takes nothing of the deferral program that was mentioned earlier over the phone. I have started my payments back up and still I have, so far, two monthly statements that still state balance owed, even though it's supposed to be on the back of the loan, which was supposed to be deferral to the back of my loan.Also just receive a letter dated XXXX the XXXX, this is XX/XX/XXXX stating foreclosure procedures Etc but nothing of the deferral program which was to discuss over the phone which was supposed to have been resolved and done. Though, I believe my concerns have been addressed, but I believe that others have may fall into this same trap, error or deception from the company on what their options are in the forbearance program, Still think that the company in error or deliberately, misleading their customers in thinking they have to repay the loan whole, have to do a repayment plans on this payment or refinance their loans and not giving them the option of the deferral program under the XX/XX/XXXX program.. I think the company in good faith, if in errors of training Etc, should sent out a letter to the people who have aXX/XX/XXXX program, that customers can defer their payment to the back of the loans. 


Just pull my phone calls records with the company and listen to their pitch Etc. These phone records will show the issues and the phone calls itself their training of their Associates and the misinformation that they were giving and the information they were not giving. I believe that the company, which could be an error, was trying to benefit off of the people who were on the forbearance program to refinance to different types of loans etc. And since my phone call of the option over the phone to defer the payments to the end of my loan which was not an option in the beginning or during this process. And good faith if this was all in error, training issues, Etc. In the company to step up to the plate and inform people of their options. especially when it comes to the deferral payment to the end of the loan under the XX/XX/XXXX program. And I believe that all customers should receive this letter not just myself. this process should be monitored by somebody like yourself, the XX/XX/XXXXEtc to ensure the letters have been sent /mailed out. Thank you for listening to my concern I hope that you do really investigate and see the evidence. and the company looks at doing the right thing to fix the problem that may have occurred.

Company response to consumer: Closed with explanation