Consumer complaint received 2022-06-28
Company: CITIZENS FINANCIAL GROUP, INC.
State: GA
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
On XX/XX/2022, I sent a partial payment of {$710.00} to Citizen 's Bank. Our new finance company. On or about XX/XX/2022 I called to make the second half of our payment. The total would have equaled a full payment of {$1400.00}. The lady on the phone said she could not take a partial payment. I was not aware of this. She then went on to state that the {$710.00} was going to be returned to me within the next 14 days. I told her that I COULD NOT WAIT 14 DAYS. I needed to have that amount in my account to make a full payment BEFORE XX/XX/XXXX. I told her " I WILL STOP PAYMENT ON THE {$710.00} THROUGH MY BANK TODAY. I will then GO ONTO YOUR WEBSITE AND MAKE A FULL PAYMENT ... ... .. TODAY. I did just that. 
Ironically the {$710.00} check had not been processed by my bank which allowed me to stop payment. I have payment confirmation that a full payment was made, on time. 
Within the next couple weeks Citizen 's bank sent me a check for {$710.00}. I called them and asked why they sent this check to me. The young lady said " because we don't accept partial payments ''. I told her that I stopped payment on the partial on the {$710.00} ; therefore, NO MONEY CHANGED HANDS AND CITIZEN 'S DOES NOT OWE ME THIS MONEY. '' I then told her, I would void out this check. She never told me not to. I voided the check but kept it in my file. 
A couple weeks later, we received another check for {$710.00}. I was baffled. I called Citizen 's and asked them why send me another check. The lady on the phone did not have an answer. She could not explain it. She said she'd forward my concern to her manager and someone would call me back. I VOIDED THIS CHECK AS WELL AND PLACED IT IN MY FILE. No one ever called me back. 
In XXXXXXXX XXXX, I was told our account was behind by a full payment. I gave the operator all the website information and followed up with copies from Bank showing the transaction was completed. Their operator then told me that they had NOT received my payment for XXXX. That was very odd because I paid it through " Bill Pay ''. This was prior to the XXXX of XXXX. I called XXXX XXXX XXXX  and was told no payment to Citizen 's Bank had gone through my account. I then called back to Citizen 's and made another payment. 
The very next day OUR Bank showed the first payment as cleared in my " bill pay ''. I called and verified it had been in fact processed. 
I called Citizen 's bank and informed them that THEY DID PROCESS THE PAYMENT. The Operator put me on hold and found that the payment had been received, BUT HAD BEEN APPLIED TO OUR ESCROW ACCOUNT! She said they would have to move the money to our mortgage installment account and that would put the account current. This procedure did not put our account in good standing. She also stated that the previous operator failed to check all screens, otherwise, she would have found the payment. 
NOTE : at this point, the second check needed to be stopped because the first check had gone through. The account is current. 
XXXXXXXX XXXX, i noticed all statements from them were threatening and stating that our account was past due. With every single conversation, no one could explain why the account was in default. 3 months had past and they received XXXX full payments. No XXXX ever called me back. 

We began recieving notifications from our credit bureaus that our XXXX scores had dropped significantly. Then we began to get notifications from credit card companies stating that our credit line had ben decreed based on our low XXXX  score. 
NOTE ; i HAVE MAILED/EMAILED bank statements to Citizen ' s as they requested and never got a call back. NOT once. 
We have submitted every single request to Citizen 's Bank. Everything!!!! 
I filled a complaint with Citizens Bank approximately 1 month ago. On XX/XX/2022 XXXX XXXX XXXX left a recorded message. She said my complaint was forwarded to the office of OOC and someone would be calling me. No one has called me, written to me at all. 
On XX/XX/2022, I sent another complaint registered mail. I mailed back the voided checks and sent them registered mail. This was based on a converation ( 4 hours long ) that took place last week. This lady was confused as much as I was but found her manage. The XXXX suggested that maybe they want the voided checks returned to them ; however, went on the tell me that I could cash them. I told her I would not cash them. They are not owed to me. ******IF I CASH THESE CHECKS THEN I WOULD HAVE TO REPAY IT. IT WOULD TOTAL A FULL MONTHS PAYMENT. ****** this is the answer! i told her they are trying to entrap me for no reason. So, this is why they keep saying my account is behind!!! The cheks were not processed. they were voided on my end. I will not be a part of their scheme. The operator 's response was " but they're good checks! You can cash them! '' I mailed them back. 
On XX/XX/2022, Customer service XXXX said my complaint was in their system, but not assigned to anyone ; therefore, she could not transfer me anyone. 

Today, my car can't be repaired and I must purchase a new one. Also, I am in the middle of major XXXX  work which must be financed. I can't finance anything due to Citizen 's Bank derogatory and sloppy, unfounded reporting. They have damaged us beyond belief and without so much as a telephone call. 
CITIZEN 'S BANK COULD NOT GIVE ME CHANGE FOR A QUARTER. I feel, they are untrustworthy, sloppy and uncaring. 
Please help us restore our credit worthiness,

Company response to consumer: Closed with explanation