Consumer complaint received 2022-04-21
Company: CITIZENS FINANCIAL GROUP, INC.
State: PA
Product: Credit reporting, credit repair services, or other personal consumer reports
Sub-product: Credit reporting
Issue: Incorrect information on your report
Sub-issue: Account status incorrect

Complaint:
I am disputing the reporting of my Citizens Bank mortgage as delinquent from XX/XX/XXXX to XX/XX/XXXX on my credit report as my loan modification was submitted in XX/XX/XXXX was NEVER even processed by Citizens Bank has not processed ( *see attached screenshot of my loan modification submission STILL sitting in the XXXX website not processed ). I originally lost my job during Covid 19 and Citizens Bank offered me the option of a forbearance, which I accepted as I was not in the position to pay my mortgage. It took a year for them to process a partial modification, but unfortunately, my job experienced a shutdown and I had to apply for a full loan modification, which I immediately submitted paperwork in XX/XX/XXXX. I was placed on another forbearance until the full loan modification could be processed. I was NOT informed that a modification could not process until my forbearance period ended. I have detailed records of my constant communication with Citizens Bank during XXXX and the direction/answer I was given on each call. On several occasions, I was given misinformation. For example, I called in XX/XX/XXXX to inform Citizens Bank I started back to work, and the representative told me my loan modification was processing when in fact it was not because my account was still in forbearance so the modification would not have even been allowed to process until my account was out of forbearance. 
I called directly to the loan modification team several times throughout XXXX and each time they told me it was processing and that I did not need to make a payment. THEN, in XX/XX/XXXX, Citizens Bank removed my loan from forbearance without any notification to me and no word on the status of my loan modification. I received foreclosure notifications in early XXXX and immediately called Citizens Bank Loss Mitigation Department. They informed me that they lost my XX/XX/XXXX loan modification documents as they were not able to access the XXXX website and were delayed in processing. I immediately completed new loan modification paperwork XX/XX/XXXX and emailed them to the email address I was given. I purposefully added a received and read notification to make sure Citizens Bank received the paperwork ( *see attachment of the Read notification ). As instructed, I called two weeks after emailing the 2nd set of loan modification documents. I was told yes it was received, in cue to be processed, and that when it starts processing I would be placed in forbearance again and default indication taken off my loan. BUT I would need to write Citizens Bank to ask for the default to be removed from my credit report! I diligently called back every week to check on it and even called in with a FHA loan counselor from XXXX on the line. He informed me what Citizen is doing is wrong to report my loan in default when they lost my original paperwork and now were in possession of my loan modification paperwork, but said they were behind in processing, yet continued to report to credit bureaus that I am in default instead of forbearance. In late XXXX, my modification STILL had not started processing and I decided to sell the property to rid myself of Citizens Bank. The loan counselor told me that the loan would be harder to payoff if it was in loan modification so I called XX/XX/XXXX and asked the loan modification department to not process my loan modification paperwork and to note on my account that I was selling the property. On XX/XX/XXXX, I phone to get the payoff amount as I accepted a offer on the sale of my home and close on XX/XX/XXXX. The representative argued with me that my loan was not in loss mitigation and refused to transfer me to that department ( this is just one of the instances where representatives were argumentative AND were not able to see each departments notes on my account. 

Monday evening, XX/XX/XXXX, I received two letters from XXXX XXXX XXXX XXXX XXXXXXXX XXXX XXXX ( 1 ) a certified letter with a Notice of Intention to Foreclose Mortgage as of XX/XX/XXXX, and ( 2 ) a letter stating they are trying to collect a debt and to respond by XX/XX/XXXX or pay amount of {$14000.00} to stop foreclosure. I responded to an escalated mailbox with copies of all supporting paperwork including the 2 sets of loan modification documents, letters, summary of conversations, realtor request/receival of payoff amount, etc. The attorney responded the next day stating she expected Citizens Bank to provide her a resolution response by Monday afternoon. I never received a response last week. I sent a follow up email on Sunday evening ( XX/XX/XXXX ), and receive a response that Citizens Bank never answered their own attorney, but customer service did inform her that Citizens Bank is not pursuing foreclosure, but is reporting my account as delinquent as of XX/XX/XXXX to XX/XX/XXXX when it was paid in its entirety and closed. The account should show and remain reported as in forbearance the entire time as I had an active loan modification. 
I have attached my credit reports ; one pulled on XX/XX/XXXX and the other XX/XX/XXXX. The reports show an extremely different picture of my loan with Citizens Bank within a 4-day timespan. Citizens Bank has ruined my credit ( i.e., my credit score went from XXXX to XXXX ) and caused an imminent denial of my current mortgage application and loss of a home purchase and {$2000.00} in Due Diligence monies. 
I feel Citizens Bank has inappropriately changed and reported incorrect information to the credit bureaus when in fact the bank is at fault for not processing my loan modification in a timely manner ( e.g. over one year is not acceptable ), nor reporting to customer 's that their loan modifications were " lost '' due to Citizens Bank inability to access a website ( which they are STILL telling people to submit loan modification paperwork ), AND providing incorrect or false information through customer service ( e.g. informing me they are processing my loan modification or telling me not to pay because it is in forbearance ). I made attempt after attempt to rectify the situation, and was provide with false information.

Company response to consumer: Closed with explanation