Consumer complaint received 2020-07-04
Company: CITIZENS FINANCIAL GROUP, INC.
State: DE
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Applying for a mortgage or refinancing an existing mortgage

Complaint:
I began the application and loan underwriting process on Friday XX/XX/XXXX. I met with XXXX XXXX, the mortgage agent out of XXXX, Delaware Citizen Bank division, for Citizens Bank XXXX XXXX. 

I inquired for a refinance loan and explained I had a quote for an addition. We reviewed my equity and determined a refinance with construction loan was the most viable option for me. I explained I wanted a fixed rate and since a 20 year loan was not an option at their organization I would stick with 30 year and pay extra. The 15 yr rate was to high of payment for me. 

He had disclosures populated to me in an online system and upon reviewing the documents he provided a variable rate loan that could umbrella versus the fixed and thank god I caught it. Upon playing phone tag for a week, he apologized and resent the documents. 

His admin XXXX began collecting documents from me via email as their office was closed with COVID. During our exchanges, I asked about the disbursement document of the funds and if I was suppose to fill out. She stated the builder would and then I would need to sign. I received the doc ( which I can provide the email for upon request ) in an email with NO PASSWORD PROTECTION OR SAFETY SITE and it included my builders routing number, checking account number and bank information. I work for a financial institution and can not believe that they shared Consumer PI in this manner. 

Upon collection of all my docs and it being sent to underwriting time passed as anticipated. Then, the appraisal came in and XXXX explained I could not get the entire roof replaced ( separate quote ) of XXXX in addition to my XXXX quote for the addition of a bathroom, bedroom and closet. I then explained to remove that and rerun the numbers without the XXXX and just the construction total to XXXX. He did and provided the new numbers and explained I would not need any money for settlement. He sent back to underwriter and processor and then NOTHING AND NOTHING. He would not return my calls, and I called the XXXX, DE branch to file a complaint. They spoke to him and he miraculously called back. 

Then the processor from VA ( XXXX XXXX ) began working with me after I requested contact due to lack of contact from Mr. XXXX. She began updating me and requesting additional docs the underwriter wanted clarity on after my conditional approval XX/XX/XXXX. I provided all information within less than 24 hours. I was told on XX/XX/XXXX there was presumed no issues from my responses. Then on XX/XX/XXXX I was told that with COVID there was more requirements of " liquid assets '' and I needed a " gift ''. I questioned this based on the requirements of " liquid assets '' Mr. XXXX provided me in XXXX which was 10 % of the construction and 3 months of mortgage payments. I had that alone in my savings, not including my 401k and IRA. Mrs. XXXX said she would review with the underwriter again. I emailed every day, and Mr. XXXX was cc 'd on every email and never called me to help EVER. He misled me, disclosed in accurate content and from my perspective broke UDAAP. I also found out much later, the rate he quoted was for auto withdraw as he stated but he never told me I needed a Citizen Bank account. I found that out from his admin. 
I then email the group again and Mrs. XXXX explains they dont get my voicemails because they are not in office full time yet and she gets lost in email. So on XX/XX/XXXX she called requesting docs I already submitted. I instructed her I had her reply receipt that she got the doc and she realized she marked it read and never read it. 
I then push again that the " liquid assets '' requirement does not make sense and she reviews my loan doc and determine Mr. XXXX never updated my paperwork to remove the XXXX that the appraisal could not support. Therefore, when he made the document correct I was within the requirement and needed NO ADDITIONAL MONEY for liquid assets and could proceed to close. I called the branch again to file a complaint with Mr. XXXX boss to explain how he cost me weeks in approvals due to paperwork being incorrect. The branch manager stated she would have his boss call me ; never happened. Mr. XXXX tried to call and apologize for just forgetting about me but I didn't want to hear it, I wanted to speak to management and got nothing. I asked around the area and was told Mr. XXXX is on verge of retirement and has received complaint before. 
I was then told XX/XX/XXXX I needed to sign PMI disclosure and disclosure that must be received 72 hours prior to closing and XX/XX/XXXX was possible settlement date. That came and past and then it was my insurance binder needed to be more. I worked on obtaining that and due to a missing, and a XXXX in address instead of XXXX I was not allowed to receive a settlement schedule. I understand the binder needs to be updated but that can be done quickly but you cant schedule the settlement with closing agent so I can get on books? This has been the worst process ever. I would NEVER recommend this organization!!!!!!!!!!

Company response to consumer: Closed with explanation