Consumer complaint received 2015-09-29
Company: CITIZENS FINANCIAL GROUP, INC.
State: CA
Product: Mortgage
Sub-product: Conventional fixed mortgage
Issue: Application, originator, mortgage broker

Complaint:
I am writing once again to protest the possession of my stolen documents in your possession. 
It would help tremendously if you would address each point specifically. Please read carefully - as you have misread and avoided responding intelligently in the past : Citizens Bank XXXX CB XXXX knowingly processed a loan using stolen documents. 
XXXX XXXX, 2015 Letter from the Office of The Chairman XXXX XXXX XXXX confirms that the stolen documents were used : " Please note that the information provided does not negatively impact you financially as the documentation only provides proof that the taxes and insurance on the property are up to date. " 1. The information was n't " provided '' it was stolen. 
2. CB ca n't use stolen documents then decide I am not impacted. That is not your role. 

In the CB letters of XXXX XXXX and XXXX XXXX it is stated : " ..the documents that were provided to Bank were accepted in good faith by our customer prior to any correspondence from you ... '' 1. This is confusing, ~Your customer fraudulently obtained those documents from me. There was no good faith on his part. There was correspondence between us and it was for a very specific family court matter. Not once did he ask/suggest/verbalize that he wanted my documents for a loan he was securing for a property I have no interest in. 
2. I believe you mean : The documents were accepted in good faith BY the Bank FROM our customer. ~ Your customer intentionally and fraudulently obtained those documents from me but I am willing to allow that you initially unknowingly accepted them. I would not correspond with CB PRIOR to you receiving the documents because I had no idea that they were given to you. ( Within one day! ) However, once I became aware my documents were in your possession, I contacted you immediately. CB was fully aware as they proceeded to process the loan that the documents they were using were stolen. CB was contacted well before funding the loan with XXXX XXXX in XXXX that the documents were stolen. That fails all claims to " good faith '' behavior. 
In the letter of XXXX XXXX CB states : '' ..one of the most important responsibilities is the safekeeping of confidential information our customers have entrusted to us. " 1. I am not your customer ( I was a long time ago~ ) but I have been drawn into your customer base not by my choosing. If you respect privacy and confidential information, how can you in good conscience keep my stolen documents? 
2. Another note on the 'safekeeping ' issues ... I am currently in possession of your current customers ' Buyers Authorization form with social security numbers, addresses, birthdates, and signatures. That does n't seem like a successful 'safekeeping '. 

And finally, in your most recent note from the Office XXXX XXXX, CB STATES : '' You are not an authorized third party and we are unable to provide information or documents to you. " 1. Those are my documents - they have my name on them. I am not a third party. I am the party. 
2. You have no authority to have my documents in your possession XXXX return them. 

In your each of your letters you conclude with contact information and a seemingly sincere notation that hopes my concerns are satisfied. Your employees never call back. Never. My concerns are not satisfied. I want my documents back and I want the " XXXX loan '' financed with those documents terminated.

Company response to consumer: Closed with explanation