Consumer complaint received 2022-01-27
Company: CITIZENS FINANCIAL GROUP, INC.
State: CA
Product: Mortgage
Sub-product: FHA mortgage
Issue: Struggling to pay mortgage

Complaint:
Ive been getting nowhere reaching out to citizens one financial lending. Here are some of the notes I have since XXXX Ive been told on several different occasions that I was under modification since XX/XX/XXXX, I went through a bad divorce caught XXXX three times submitted all the documentation to citizens one and never in all the i have received a call back. Ive continued to call them have been told several different things that a modification was excepted that my ex-wifes name was removed from the loan that they were adjusting the payment to accommodate myself being on XXXX yet now after everything is said and done they are refusing the modification again stating that its under review after they upped my payment instead and now even hanging up on me when I call for updates. When I call citizens in the United States their employees cant believe what Im explaining to them and when they transfer me over apologize and state theres nothing they can do that that department is now overseas and when XXXX  about citizens there are thousands of people going through what Im going through and not receiving any type of updates or help. Im hoping someone here can you please help me Ive suffered XXXX  my family is attempting to help me being a prior lender in the early XXXX I am appalled and cant believe that this lender is allowed to treat and abuse people the way they are. Please help me im a single father of XXXX sons trying to keep my home and I apologize if my message is hard to read as I use voice to text since my XXXX. 
Ive even tried to attempt and refi outside of modification and citizen has made it very difficult to get the information to the new lenders. I dont qualify for my VA benefits as I did a general discharge so Im trying to refinance pay the fees just to not deal with Citizens but they will not disclose or give information to lender. 

Called XX/XX/XXXX for follow up and told still no answer for loan modification to wait it was still in process Talk to XXXX at XXXX on XX/XX/XXXX told me that still in process and forbearance plan. 

My loan number is # XXXX XX/XX/XXXX spoke with XXXX  XX/XX/XXXX spoke with XXXX  XXXX no updates XX/XX/XXXX spoke with XXXX told me to call back Monday. Told me to call back Monday. 
XX/XX/XXXX called and spoke with XXXX In lost litigation.. at XXXX. No updates I asked for a supervisor. And they said not one available XX/XX/XXXX spoke with XXXX in lost litigation XXXX no updates XX/XX/XXXX spoke to citizens letting them know I received their packet again for loan modification this is now the second time I was sending everything. I faxed scanned and certified mailed the packet so they wouldnt say it wasnt received again. They verified packet was received but had no information on it for me to wait for 4 to 6 weeks for a response. 

XX/XX/XXXX XXXX spoke with XXXX and was told no update and now to wait 3-4 weeks and to continue to follow up 2-4 weeks to find out if approved or not. Asked several times for supervisor or manager to get update and she said no managers available. 

XX/XX/XXXX called at XXXX with XXXX.. and was told extending till XXXX. Was told to call back last week of XXXX. Was told to ignore first offer of total payment {$54000.00} and tell them I refusing first offer. That it doesnt put me in default. Was told it wont affect any loss. That way they could send me a second offer on actually modifying the payment and not asking for a huge lump sum.. 

XX/XX/XXXX. XXXX Spoke with XXXX - She first said to print out 2 bank statements and submit them but then told me at the end of the conversation that not to do that. the loss litigation department would go ahead and update me on what to send because their department will specifically tell me what they need. I asked her more than once was she sure and she said to wait not to send anything XXXX was the person on XX/XX/XXXX, XXXX refuse to give manager said no update. Couldnt give me a manager or escalate No updates on my loan to call back in six weeks XX/XX/XXXX XXXX am XXXX telling me wrong information given never was approved for a modification. That previous representative lied and told me incorrectly. I specifically told her was I lied to and her Answer said yes you were told wrong. 

Then same day spoke with XXXX at XXXX was transferred to them. No manager available. 


XXXX only number to call now is for modification. XX/XX/XXXX this is citizens Ones loan mod department said its still under review but approved I will be getting the paperwork any day now. no amount given a modification specified is it going to go back to the original payment of 2900 or they going to actually modify it since Im now XXXX and divorced and she said to wait for the documentation to come in. 

Called on XX/XX/XXXX at XXXX am spoke wish XXXX and was told 18 months is the max I can get extended for and that they have to give me an answer before then. I am now on 17 months and have yet to get 1 call back. She might explained nothing more could be done at this moment but within a week I should have a answer. 

XX/XX/XXXX called spoke to XXXX  and let them know still no mortgage payment received showing amount of XXXX I still sent there New full payment of {$3400.00}. since they now upped my payment to that amount. Instead of original payment of {$2900.00}. He didnt specify that the note showed my interest rate was going down to 3 1/2 % from 4 1/2 and the payment would be {$2900.00} XX/XX/XXXX spoke with XXXX in XXXX XXXX Virginia office about loan modification XXXX consumer offers office. I was told by previous representative XXXX that I needed to speak to the department now since the modification was not showing up now that I needed to start everything over again. 
Was told Notes on XX/XX/XXXX ( yes a year ago ) shows name change and modification process I needed this information to be able to refinance since they are not responding to me. 

XX/XX/XXXX Spent three hours on the phone spoke with XXXX who hung up on me after cursing at me and yelling at me telling me to stop effing calling. XXXX Same day I called again and finally got someone in Citizens to pull up account to give me mortgage statement showing I paid the last three months of the modification amount they gave me for {$2900.00} I expressed as a representative I received an email statement showing that they are now reviewing my loan again and that it was not accepted. She then transferred me back to the lost litigation department were XXXX told me the modification was now under review again and never accepted but to continue to pay what I could. But no new notes and they went removed the new price they gave me that there is no acceptance letter.

Company response to consumer: Closed with explanation