Consumer complaint received 2015-07-08
Company: CITIZENS FINANCIAL GROUP, INC.
State: CA
Product: Mortgage
Sub-product: Other mortgage
Issue: Application, originator, mortgage broker

Complaint:
In XXXX Citizens Bank profited by securing a loan using stolen documents. I am the victim of that fraud. 
Specifically : In XX/XX/XXXX, Citizens Bank accepted fraudulently obtained documents for a loan application from XXXX XXXX in order to secure financing for his property in XXXX, New York. Part of XXXX XXXX 's financial obligations included an outstanding loan on an unrelated property of which he has no ownership or rights. Citizens Bank requested payment history, proof of insurance coverage and tax information regarding this property. However, in communication with Citizens Bank, XXXX XXXX asserted : '' I am named on the **** Via XXXX mortgage, but I do not have any interest in the property itself. My ex-wife resides there and has been making the mortgage payments as well as the insurance and property tax payments, since XX/XX/XXXX. I have no obligation to make mortgage payments, nor property taxes or insurance for this property. " XXXX XXXX XXXX does not own the property and has not owned the property since XX/XX/XXXX. He is not on the deed, or the tax roll, or the insurance policy. Citizens Bank responded : In reference to the property XXXX XXXX XXXX ; because you still own this property we need taxes and insurance bill for this property to document what the full payment is. 
XXXX XXXX requested documents including the above mentioned documents from me as part of an unrelated XXXX XXXX XXXX. He then took the specific documents needed for his loan and submitted them to Citizens Bank for use in his loan application. 
Once I became aware of the submission of my private financial information for use by Citizens Bank to complete XXXX XXXX 's loan, I contacted Citizens Bank to protest the use of said information. I initially spoke with : XXXX XXXX XXXX made it clear in writing and conversation ( PRIOR TO LOAN FUNDING ) that under no circumstances was my information to be used for the financial processes of either Citizens Bank or XXXX XXXX. Despite my protests the loan was eventually funded using the stolen documents. 
Ultimately, this complaint was escalated to the Office of the Chairman. All of the confirming information was provided to : XXXX XXXX - Office of the ChairmanHis response was : " the information provided does not negatively impact you financially. " My response : ( 1 ) The information was not provided, it was stolen, ( 2 ) Is it Citizens Bank 's policy to knowingly use stolen documents in loan transactions as long as Citizens Bank determines that fraud victims are " not negatively impact financially ''? 
( 3 ) Citizens Bank gained financially - they do n't get to determine that their bad acts had no financial consequences on victims of their actions. Because of Citizens Bank complicity in the use of stolen documents, I have asked for a third party to mediate this dispute. 
Citizens Bank has claimed in communication that they accepted the documents in good faith. While I am unaware of the veracity of their claim, I do know : They were notified in writing and conversation that the documents were stolen-well in advance of funding the loan. 
They violated their own policy by not having " buyers authorization forms '' signed by meXXXX or Citizens Bank customer can not ever give permission to use someone else 's financial documents in a loan application. 
Citizens Bank has offered credit services for their part in the fraud. I spoke with XXXX XXXX, who offered a settlement of credit services for five years. I said that I did n't want a token offer of credit services. My home, my loan, my tax information and my home insurance information was compromised. I want asset protection in the form of title insurance. I want my lawyers ' fees covered and I want to be compensated for my time.

Company response to consumer: Closed with explanation