Consumer complaint received 2015-04-22
Company: CITIZENS FINANCIAL GROUP, INC.
State: CT
Product: Mortgage
Sub-product: Conventional fixed mortgage
Issue: Loan modification,collection,foreclosure

Complaint:
XXXX XXXX, XXXX XXXX : CCO Mortgage will not review our Mortgage modification application, after 7 months of sending all documents multiple times. 
CCO, XXXX XXXX, XXXX Mortgage Loss Mitigation department This is a common complaint on the internet and XXXX that I have seen firsthand. 
Very frustrating. 
CCO unethical Customer service and careless document control hurts families struggling to get a mortgage modification, and playing by the rules. 
I requested an application for mortgage assistance due to Hardship from CCO Mortgage in XXXX XXXX. 
I did not receive the application package until XXXX, after multiple calls. 
We sent back all of the information requested in their original letter, on time, in early XXXX XXXX, as requested. However, they refuse to acknowledge they have all the documents needed, they continue to ask for updates to paystubs. ( We 've sent 8 months worth, 6 Months of Bank Statements, etc, etc. Then they recently added to the list of documents needed, XXXX more on XXXX XXXX, that they never mentioned, while claiming they need all of the information again, that we have already sent multiple times. 
Like many families, we are still digging out financially from years of recession, job losses, and expensive, critical medical procedures ( XXXX to prevent XXXX ) and health insurance premiums we had to pay, while XXXX XXXX of us was unemployed. 
Unlike the big bank bailouts, there is nobody to bail out the Taxpayers .... 
The internet has plenty of complaints about CCO losing customer documents, and not acknowledging receipt, in spite of sending multiple times. 
I am nearly certain that CCO has likely foreclosed on many homes unfairly, simply because their customers could not satisfy their broken document review process. That is also likely the reason for their XXXX Rating with the XXXX XXXX and the XXXX Consumer complaints already filed with the VA XXXX, as well as many more complaints easily found on the internet about CCO 's losing their documents. I 'll probably be lucky # XXXX. 
CCO 's Hardship application review scheme is built on a Catch 22. They take weeks to review our documents and then mail inaccurate form letters requesting updated information. We fax it back quickly, but they claim that they do n't receive it for XXXX - 2 weeks, at which time they claim they need updated documents ... .And then the process begins anew. 
Their review process for our 'File ' is now going into it 's XXXX consecutive month, ( since XXXX XXXX ). We may have to declare Chapter XXXX bankruptcy this year, after 21 years in our home, due to their unfair delays, and unethical mortgage modification review process. 
CCO always comes back saying, " your paycheck stubs ( or other documents ) are not current '', but there is no way to meet their requirements due to their XXXX - 3 week review time, when new paychecks come out weekly. It is doubtful that many families actually make it through their review process, simply because they let the documents expire while in the review process until they consider them unacceptable ( or expired ). 
CCO has misrepresented our situation sending multiple erroneous Form letters saying " Your mortgage is delinquent and may be foreclosed on '', when in fact, in spite of our struggles, our loan is current, and has always been current. In fact, XXXX our mortgage payments have been sent on time. You would think CCO would want more customers like us!!! I 'm sure they would use all their wrong form letters against customers in the event they move to foreclose. 
They obviously do n't care enough to even review our file! 
If my credit score was n't so low from our credit card mess, I 'd pull my business out of there in a jiffy. After asking for several months, I finally got to speak to a supervisor. She has not gotten back in 3 weeks.

Company response to consumer: Closed with explanation