Consumer complaint received 2021-01-13
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:
On XX/XX/XXXX I learned that my ex-husband XXXX XXXX XXXX was applying for a loan modification with Citizens Mortgage, loan number XXXX. I immediately called CCO and explained the many reasons I did not authorize this modification. I talked to someone who instructed me to send a fax to the CCO Mortgage Loss and Mitigation Department describing the problem. I did as instructed and in XX/XX/XXXX I send a letter via fax to the Loss and Mitigation Department ( attached ) including all the supporting documents that explained I did NOT authorize the modification of the loan # XXXX for the following reasons : On XX/XX/XXXX XXXX XXXX XXXX and I were legally divorced and according to the ANCILLARY STIPULATION dated XX/XX/XXXX Husband and wife covenant and agree that they will NOT contract or modify any debt or liability of any kind or nature I also mentioned and included the Discharge of the Debtor from Bankruptcy Court dated XX/XX/XXXX discharging me XXXX XXXX of the loan. 
Included also the Notice of ABANDONMENT of the property XXXX XXXX XXXX and I lived located on XXXX XXXX XXXX XXXX, XXXX DE XXXX. 
I pleaded CCO Mortgage to take into consideration all these facts and to keep confidentiality because I feared retaliation from my ex-husband who had notarized my signature without me being present. 
I was told that the modification of the loan was denied, on XX/XX/XXXX. 

On XX/XX/XXXX almost 10 years exactly I noticed that this loan was still on my credit report. I called CCO again and confirmed that the modification was approved on XX/XX/XXXX regardless of my letter and without my authorization. I was told that they could not explained what happen and a supervisor was going to call me back. I wanted for the call and NO ONE ever called me back. 
On XX/XX/XXXX, I called again but this time I was asked to leave my name and number by a machine so I can receive a call at a later time. The call never came. 
On Thursday XX/XX/XXXX, I called again just like the last time I was not able to talk to a person but a machine, I was told a call was scheduled 7 days later. 
On Wednesday XX/XX/XXXX I finally got a call I explain again the problem and got transferred 4 times. My request to talk to a supervisor was denied time and time again. I was on the phone with 2 reps who were clueless about what to do for 1hour and 10 minutes. The answer of the second representative was that I should write a new letter with the same explanation and the same supporting documents, however : - CCO Mortgage can not guarantee a satisfactory answer since it is so long ago, - She is unable to give me her name or ID for follow up purposes, - She is not able to locate a supervisor, - She is not able to tell me what happens after I send the letter, I explained that I don't feel confident about someone reading the letter or doing anything about it since my first letter from 10 years ago was dismissed and ignored. No answer. 

Given the circumstances of this very unprofessional and illegal behavior I am submitting this complaint.

Company response to consumer: Closed with explanation