Consumer complaint received 2015-07-30
Company: CITIZENS FINANCIAL GROUP, INC.
State: IL
Product: Mortgage
Sub-product: FHA mortgage
Issue: Settlement process and costs

Complaint:
I begin the process of trying to refinance my condo in XX/XX/XXXX 2015. I began this process knowing that I would be laid off in a few months and wanted to get it started as I stated in my original affidavit to CCO Mortgage. I submitted all the paperwork requested within a timely matter. The initial process letter stated that if I supplied all that was needed in the allotted time the process should take no more than XXXX days. It has been XXXX months and I have still have not finalized my loan modification. Throughout these last XXXX months I have had to call my relationship manager over and over again. My constant complaint is not getting any information about what programs for which I would be considered. No one at the bank would tell me about any of the programs or how long the process would take. It was not until I received the letter saying I declined the modification that I saw the list. To this day, no one will tell me what those programs are or if I ever qualified. It is near impossible to get your relationship manager over the phone. When they do decide to get back to you, they leave no message. If you do manage to catch one of those early morning or late Friday afternoon calls its only to tell you they will call you again.When I finally did catch someone the last week of XXXX of 2015, I was told I was approved for a modification for 4 %, instead of my 4.875 %. I still had yet to the acceptance paperwork which I was told was mailed. I told the representative at that time I had been laid off. She took it on her own accord to throw out my modification acceptance without as much as a word to me. XXXX weeks later I received a letter dated XXXX XXXX, but was not mailed until XXXX XXXX in the mail stating my modification was declined because I did not accept the agreement. This was a flat out lie. By the time the paperwork came, it was too late to appeal by mail because it was mailed over XXXX days after being generated and only XXXX days were given on the notice. I immediately called letting them know this was a terrible error and the representative they had no right to do that especially since she was not my relationship manager. I was told they would reopen the case and the first payment would be due on XXXX XXXX, where I would be contacted to make the new payment over the phone because that was the only way. Of course when XXXX XXXX, 2015 came I did not receive any phone call. I called XXXX times, after XXXX hours I spoke to the representative who said they were going to call me and she quickly denied everything and they told me I would have to start all over again with the process. I told them no, they were at fault not me and they were doing this on purpose trying to force me into foreclosure with this so called process. Finally they took the payment over the phone and said someone would contact me when the paperwork was mailed. No surprise I did not get a call, I had to call my relationship manager again where I was told it would be sent XXXX. Again the document date was XXXX XXXX, 2015 and I did not receive it until XXXX XXXX, 2015 and FedEx overnight back on the XXXX of XXXX. I was sent 3 copies and was told by my relationship manager that only 2 copies were needed. I missed a phone call this morning, XXXX XXXX, 2015, which no message was left and phoned back to inquire about the missed call. My relationship manager said the paperwork had to be resent because XXXX paper was n't signed and XXXX had a different date. I asked why they could not use the XXXX sets that were signed and dated properly and she did not have an answer. I also told her that my account in showing delinquent due to this long process even though I was making the payments directly to them. Now my credit would be affected it this process did not speed up because I was unemployed now. I can not afford a mortgage delinquency on my credit report.

Company response to consumer: Closed with explanation