Consumer complaint received 2021-12-28
Company: CITIZENS FINANCIAL GROUP, INC.
State: OH
Product: Mortgage
Sub-product: FHA mortgage
Issue: Struggling to pay mortgage

Complaint:
In XXXX of XXXX I became incredibly sick ( XXXX ) and after XXXX  weeks of progressively getting worse, I contacted my mortgage company, Citizens XXXX XXXX XXXX to enter into their forebearance program for those impacted by Covid-19. On XX/XX/XXXX, I was admitted to the hospital for a XXXX. I spent the following months in speech, physical, and occupational therapy. Even today, I still attend weekly occupational therapy due to a cognitive communicating deficit from my XXXX. In the months that followed my XXXX, I kept in contact with my mortgage servicer, and I let them know what was going on. They were more than happy to extend my mortgage forebearance as I gradually went back to work. 

On XX/XX/XXXX I contacted Citizens One to let them know I felt confident that I could resume making my full mortgage payments, but that I could not pay back the lump sum forebearance amount. They let me know that there were several repayment options, and that they could have an answer to me within 30-60 days max, and that they would extend my forebearance until they approved everything. They also gave me there loan solutions website to upload loan modification documents for them to review. In XXXX I had all of the requested documents uploaded, and uploaded other documents whenever they were requested. 

Whenever I asked if I should resume making payments while under review, I received several conflicting answers. From then until now I have been told that : my forebearance would end if I made a payment, that they can't accept payments but loss mitigation probably could, that I should save my money, that they wouldn't if they were in my shoes, and that it doesn't change anything if I do. I took their suggestions seriously, and did not make payments as they are required by law to help me avoid foreclosure. 

By XX/XX/XXXX I submitted a hardship letter, along with any documention they requested. I checked in with them at least biweekly, and was told repeatedly that it's almost finished. 

By XX/XX/XXXX I was told that I would receive documents for a deferment that needed to be notarized and sent back but they weren't allowed to tell me if it was approved or not. I never received those documents. By the end of XX/XX/XXXX, I was told that I was not approved and they were looking at other options. 

I then called XXXX XXXX on XX/XX/XXXX and was told by XXXX that I was approved on XX/XX/XXXX to resume making payments. When I explained to her that I had called XXXX prior times in XXXX she retracted her statement and transferred me to loss mitigation. 

On XX/XX/XXXX I was told that I would not lose my FHA protections if they sent me the loan modification documents late. 

On XX/XX/XXXX I reached out to XXXX to get help with with Citizens One XXXX XXXXs. They explained to me on a conference line with XXXX that I was approved for a loan modification, but that it never made it to investors so they had to start over. 

On XX/XX/XXXXXXXX XXXX XXXX representative and myself finally were told by XXXX with Citizens One that I was approved for an FHA Standalone Partial Claim and that I would begin making payments on XX/XX/XXXX for the amount of {$1200.00}, and that my entire past due amount would be due when I finish paying off my loan with Citizens One. I was also told I should receive the loan modification documents in a couple days. Again I never received them. 

After several phone calls with Citizens One requesting for an update on where my documents were, I got XXXX involved again. On XX/XX/XXXX we called Citizens One and spoke with XXXX who said I was approved, but the dates were projected and I never should have been told it was approved. She then told me XXXX 's notes show that she told me it was in the process of being approved which is not correct. She also stated that I don't need to make payments because it will just go in a suspense account until the loan is modification is signed and notarized. She told us to call back on XX/XX/XXXX to check in. 

On XX/XX/XXXX a XXXX representative and I contacted Citizens One and the representative stated that my loan modification has been approved for the FHA Standalone XXXX XXXX XXXX XXXX amount of {$24000.00} by both the bank and investors. I was then told that my payments resumed XX/XX/XXXX in the amount of {$1200.00}. I made a payment that day and authorized for that payment to be applied to the month that my loan modification was approved for ( XX/XX/XXXX. ) This all initially showed up showed as a payment applied for XX/XX/XXXX in a suspense account. On XX/XX/XXXX my loan activity showed that the payment was later applied to XXXX of XXXX. I was finally told to call back that Friday to see if the documents were sent and to get the Fed XXXX tracking number. 

On XX/XX/XXXX a XXXX representative and myself called XXXX XXXX and spoke with XXXX who XXXX us that he can see that the loan is approved in the system, and to call back Monday to see if they had sent the documents. 

On XX/XX/XXXX a XXXX representative and myself called XXXX XXXX and spoke with XXXX. We were told that the loan modification document was there and that it was ready to be sent out. He advised us to call back in a couple days to get the tracking number. 

On XX/XX/XXXX I contacted XXXX XXXX and spoke to XXXX who told me the loan was ready to be sent out, but he would send an email to get it escalated. He said that a request had already been put in, and that he believed that I should have the document by next week. I was advised to call back in a couple days. 
In XX/XX/XXXX I contacted XXXX XXXX and spoke with XXXX who told me that that yes my loan is still approved, that the documents are ready to be sent out, and that I should receive by the next week and to call back for a tracking number. 

On XX/XX/XXXX I contacted Citizens XXXX and spoke with XXXX who told me that after hour there was an update to the system on XX/XX/XXXX after hours and that my loan was still under review and wouldn't start until XXXX of XXXX. He then told me the terms of my loan modification had changed. I was then told it was initially approved in XXXX, and then he changed it and said I was approved it XXXX. None of this is correct unless they lied to me during previous calls. He also told me that reps don't put notes in the system as I was told by XXXX in XXXX. I requested to speak to a supervisor, and was told that a supervisor would call me by XXXX. I had to request XXXX other times to speak to a supervisor call me. I did not receive a call until XX/XX/XXXX. 

I have spoken to several reps and XXXX a supervisor with Citizens One who told me that there is no way for me to contact her, or use her extension number but that she would personally call me with updates. As of now I have not received any calls. 

To date I have been told on XXXX separate occassions that, yes I was approved for an FHA standalone partial claim, and that I should receive documents to sign and notarize within a week. After repeatedly calling to see if the documents were sent, they would backtrack and tell me that they were still under review. As of last week I can't even view my loan activity because of my loan status which is their doing. 

Citizens One has repeatedly engaged in deceptive behavoirs, and misadvised me. I feel that they have taken advantage of my cognitives deficits that I previously disclosed verbally and in writing due to my covid related XXXX. I also feel that they have diacriminated against me due to my medical diagnosis. They have made no efforts to make accomodations for my cognitive deficit. On top of that, the stress alone has nearly put me in the hospital. Calling them has become so stressful that I am scared to contact them without a XXXX HOPE repreaentative on the line to help me. 
If Citizens One responds by saying it is all a misunderstanding, that is unacceptable. I am happy to show otherwise by providing phone recordings and there transcripts for all phone calls dating back to XXXX of XXXX in a courtroom setting if necessary.

Company response to consumer: Closed with explanation