Consumer complaint received 2023-07-20
Company: CITIZENS FINANCIAL GROUP, INC.
State: FL
Product: Mortgage
Sub-product: VA mortgage
Issue: Struggling to pay mortgage

Complaint:
I submitted several assistance packages going back to XX/XX/XXXX. The assistance package from XX/XX/XXXX was approved for a standard modification. 
I was approved for a standard modification in XX/XX/XXXX. A letter with the modification details was sent to me. 
I completed the modification trial period and fulfilled all requirements by XX/XX/XXXX o Trial Payment for XX/XX/XXXX XX/XX/XXXX o Trial Payment for XX/XX/XXXX XX/XX/XXXX o Trial Payment for XXXX XXXX XXXX Once the trial modification was complete, I waited for Citizens to draft modification agreement First draft XX/XX/XXXX I signed the letter and had it notarized and mailed back I called to verify the status and informed that a package to sign needed to be sent, signing the letter was not sufficient. The payment effective date on this letter showed my first payment due on XX/XX/XXXX. I was informed that they were drafting the necessary paperwork and it I would be contacted to schedule an appt with a notary. 
A new letter was sent on XX/XX/XXXX with the details of the newest modification. The payment effective date on this letter showed my first payment due on XX/XX/XXXX. 
I was contacted by a notary on XX/XX/XXXX to schedule time to go over the modification agreement and sign it. We set up the meeting at my home for the upcoming weekend. If I recall correctly it was that Sat or Sun. Upon arrival, I was surprised to learn that the agreement had my ex-spouse listed as a co-signer. I was unable to sign the agreement due to this error and the notary left without anything signed. 
I contacted Citizens at their loss prevention line multiple times over the next several months to clear this up and after several exasperating calls, some where I was led to believe the paperwork was being corrected, I was finally informed that the reason the paperwork was not corrected yet was because Citizens did not have the divorce decree. This was also shocking since I submitted this document twice on their loan solutions center portal ; XXXX in XX/XX/XXXX and again in XX/XX/XXXX. To this date, I can still access this portal and view all submitted documents and download them for my own records. When I asked why I was able to access these documents when they claim to not have them, I was told the documents submitted have a limited availability from their end and it would need to be resubmitted. I find it difficult to comprehend how I can still access all of the documents from their hosted portal, and they can not. I resubmitted the divorce decree on XXXX different occasions ; once in XX/XX/XXXX and again in XX/XX/XXXX ; forcing me to submit the divorce decree a total of XXXX times. The careless handling of this correspondence was extremely troubling and demonstrates gross negligence in handling time-critical matters. 
I confirmed that the decree was received in XX/XX/XXXX. I continued to wait while Citizens indicated that the modification was being corrected. I continued to check the status with Citizens periodically and was always informed on my calls that it was still in progress and that a backlog and staff shortage was causing delays. 
On the XXXX hearing dated XX/XX/XXXX ; the presiding judge set the case to a final hearing. My understanding is that the delay was no longer acceptable, and the case needed to move forward. This caused serious concern as I had fulfilled all obligations and had been led to believe that the modification was just waiting to be processed. I raised my concern in the courtroom and was advised that this needed to be addressed with the bank. A final hearing was scheduled for XX/XX/XXXX. 
I continued to contact the bank multiple times and requested multiple escalations to speak with the assigned relationship XXXX. On none of these calls did I receive any direct communication from the relationship XXXX or any other representative for review of my circumstances. I had significant concerns that my home of 5 years would be lost due to negligence and a serious lack of concern by the Plaintiffs. I spoke with Citizens up until the day prior to the final hearing and was advised that I should contact their counsel. I was provided a phone number to call that was disconnected. I realized while looking through my papers to find the contact number for the Plaintiffs counsel that Citizens had provided the original counsels contact number from when the case was filed under the previous mortgager. I found the correct information in my paperwork and contacted the Plaintiffs counsel. The counsel was unaware of the court date scheduled the next day. They attempted to contact the assigned attorney and were unable to reach them. 
I attended the final hearing on XX/XX/XXXX. The case was called and the Plaintiffs counsel was not present so the case was dismissed without prejudice. I was advised to let the bank know and to continue to work on obtaining my modification. I continued to contact the loss prevention department for updates with no significant progress. 
In XX/XX/XXXX, the Plaintiffs counsel filed a motion to re-open the case and a new XXXX date was set for XX/XX/XXXX. I attended the XXXX hearing and the Plaintiffs counsel advised that loss mitigation was still active and requested a new XXXX date. This has occurred up until this hearing. 
On XX/XX/XXXX, I received a letter from the Citizens XXXX of the XXXX. In this letter I was informed that a representative attempted to contact me at a number that is not on record with Citizens and also sent me correspondence to my personal email. My contact info is verified each time I call including my mailing address, current residence, and valid phone number. The number called was not the number I provide on every call with Citizens. The email noted in the letter was never received by my and I have no record of any email sent that corresponds to the timing of the letter. In the letter, it was explained that the delays with my modification were due to a backlog at the VA for approving my modification. 
At the last XXXX hearing dated XX/XX/XXXX, the XXXX counsel reiterated this delay with the VA and requested a XXXX reschedule. At this time, loss mitigation was still active per the Plaintiff and Plaintiffs counsel and the reason was due to the VA backlog. At no time was it conveyed that my assistance package was no longer valid or that anything needed to be resubmitted in regard to the approved modification from XXXX. 
As I continued to call for updates, I called Citizens on XX/XX/XXXX to check on the progress. During this call I was informed that the VA had denied the latest modification proposal and I had been taken off loss mitigation. I asked if there was a reason provided for the denial and was informed by the agent that no reason was provided. 
I looked for VA XXXX so I could contact them directly and try to obtain more information. I contacted the VA XXXX department and was put in contact with someone assigned to my VA loan. I spoke with XXXX on XX/XX/XXXX and while explaining the situation, XXXX informed me that the last action on my VA loan was a modification approval submitted in XX/XX/XXXX. He advised that this request had already been approved and sent back to Citizens. This timeline directly contradicts what Citizens had claimed both on XXXX and at the most recent XXXX hearing. 
XXXX Citizens has informed me that my account is no longer in a loss prevention status but they have not provided a reasonable explanation on why no action was taken on the XX/XX/XXXX VA approval or why they withdrew my account from the loss prevention state. Citizens has indicated that they sent me a letter notifying me that a new loss mitigation will need to be submitted. This was allegedly sent in XXXX, however I have received no communication from Citizens regarding this request by mail, phone or email. 

Contacting anyone other than the loss prevention call center personnel has been impossible. The call center tries to answer any questions, but these answers have been vague or unsatisfactory given the circumstances. I have requested on numerous occasions to speak with my relationship XXXX and have even asked for an email or phone number to correspond directly. Every time this information has been denied and XXXX told they will escalate the issue for a callback. Ive requested to be contacted over a dozen times by my relationship XXXX and of the XXXX assigned over the history of this loss mitigation case, I have never been contacted by my relationship XXXX by email or phone. The only correspondence from Citizens has been via mail to notify me of any actions regarding my loss mitigation. 

From my understanding the federal servicing guidelines require that the mortgager notify me if an application is incomplete within XXXX business days. My mortgager has failed to communicate pertinent information to me regarding my loss prevention case on multiple times. This had led to a significant delay in closing this matter that from all appearances should have been completed shortly after the VA approved the modification in XX/XX/XXXX. 

I would like to keep the house that has become a home for my family. I have submitted all requested documentation and have fulfilled all requirements and this has been ongoing for nearly 3 years. The negligence and lack of urgency in handling my loss prevention request is putting my livelihood and peace of mind at risk.

Company response to consumer: Closed with explanation