Consumer complaint received 2022-11-05
Company: CITIZENS FINANCIAL GROUP, INC.
State: MA
Product: Mortgage
Sub-product: Other type of mortgage
Issue: Trouble during payment process

Complaint:
My XXXX has POA ( Power of Attorney ) this has been provided to AGO and others upon request as well as CFPB. These have been the complaints filed to date all closed with some resolutions THANKS TO CFPB others closed within time to not be escalated by Company. This helped them allude the issues and not fix things just give lip service. There have been over XXXX complaints at each turn company lied incessantly until they could not any more. It was only when they were caught in their lies by my XXXX and I that they conceded and fixed the issues. In this final case they have denied releasing copy of all XXXX Closing Documents not provided at closing in full and even if they should have readily available all these records yet they seem to hiding them. They have refused to provide the AGO office as well. There online system does not work and when had access XXXX years ago never provided all loan closing documents either. The issue to date is that they have violated the Truth in Lending and misapplied payments instead of applying payments to P and I as the agreed upon Amortization Schedule they have applied more to Interest and Less to Principal. There explanation is not even acceptable as XXXX & I never change for the life of the loan. Therefore the Application of payments should and would never change for the life the loan. P and I should be exactly {$1000.00}. Someone in company is doing some creative loan applications and we see all the tricks. They have applied payments we did not make as payments as we all know this would skew the loan and be deceiving the goverment on payments etc... MOST OF ALL THEY HAVE REFUSED TO PROVIDE FULL COPY OF OVER XXXX LOAN CLOSING DOCUMENTS ALL TO US AND GONE AS FAR AS TELLING THE AGO VIA EMAIL WHICH SHE STATED THEY CAN NOT SENT VIA MAIL ALL THE COPIES REQUESTED THOUGH WE STATED WE WOULD PAY FOR IT WHICH WE SHOULD NOT HAVE TO. THIS IS NOT THE SAME ISSUE IT IS PART OF THE SAME BUT NEW ON ITS FACE REGARDNG THESE ISSUES LISTED BELOW : XXXX. VIOLATION OF TRUTH IN LENDING XXXX. REFUSAL TO PROVIDE FULL COPIES OF CLOSING DOCUMENTS XXXX. REFUSAL TO PROVIDE THOUGHT GRANTED AUTHORIZATION TO PROVIDE ALL TO AGO ( ATTORNEY GENERAL 'S OFFICE ) XXXX. REFUSAL TO PROVIDE COPY OF THE AMORTIZATION SCHEDULE THEY ARE USING WHICH SEEMS TO DIFFER FROM THE AGREED UPON LOAN XXXX. HAVE ENGAGED IN WAYS TO INTIMIDATE, RETALIATE AND SKEW THE ISSUES XXXX. THEY HAVE MISAPPLIED FUNDS, FALSIFIED RECORDS, STATED PAYMENTS WERE LATE WHEN NEVER LATE AND MORE For these reasons listed above we plead with your company to escalate this matter in order to get this fixed your company has closed all just on their word and it has not been true. PLEASE PAY CLOSE ATTENTIONT TO LETTER DATED XX/XX/22 THE BOTTOM DOES NOT STATE ENCLOSURES BECAUSE THERE WAS NOT TRUE INTENTION TO MAIL ANYTHING OUT THIS WAS DONE TO AS ALWAYS HAVE YOUR COMPANY CLOSE THIS AND DO NOTHING JUST WORDS WITH NO ACTIONS AND PER CONVERSATION WITH XXXX XXXX IT WAS STATED TO AGO THAT THEY COULD NOT SENT OUT DOCUMENTS VIA MAIL ( COPY OF EMAIL STATING THIS INCLUDED AS WELL AS DOCUMENTS EXPLAINING WHAT IS MISSING AND SHOWING CLEAR PROOF OF THEIR ERROS ). We can not have a meeting when they refuse to provided per XXXX copies of files etc...

Company response to consumer: Closed with explanation