Consumer complaint received 2021-10-03
Company: CITIZENS FINANCIAL GROUP, INC.
State: PA
Product: Mortgage
Sub-product: Other type of mortgage
Issue: Trouble during payment process

Complaint:
I have been reporting Citizens Home Loans and Citizens One with the only outcome being that they amp up their erroneous reports to the Credit Reporting Agencies ( CRAs ) as if punishing me for reporting them to the CFPB! 
This has been going on since I noticed on XX/XX/XXXX, and most recently, I saw {$1100.00} stolen from my federal credit union checking account and reported it to XXXX, who investigated and saw that it was unauthorized n &, my account was credited & I reissued it on XX/XX/XXXX, but Citizens reported me to the CRAs for non-payment there cashed the check XX/XX/XXXX, and cashed another on XX/XX/XXXX, for XXXX 's payment yet i get daily calls and letters that they did not get the. payment I was harassed daily by Citizens saying they had not received XXXX 's nor XXXX 's payments when they cashed both! 
They are stalling, It seems because a month ago I became fearful of foreclosure due to a warning! I called XXXX XXXX XXXX XXXX and their paralegal, XXXX, told me what I knew..the refinanced mortgage I got in XXXX has been paid since XXXX! I paid 4 - 6 times in additional principal so that it would be paid on or before XXXX! I paid extra principal payments for XXXX.mortgage that was paid in half the time, without penalty,! And, since they call, then transfer me, then the person I'm transferred to says it is out of their scope &, escalates my issue, ultimately, starting over saying I owe and I am in error! I get another letter saying they have JUST been made aware .. & around &, around we go!!! Mean! while I pay $ XXXX for three ( 3 ) years beyond what i owe!! 
Citizens bombard me with paperwork /documents saying I am wrong and that the mortgage was for {$120000.00} in XXXX when it was for {$74000.00} in XXXX! ( 2 years before the birth of my granddaughter )! Plus, Citizens would not have given me that $ XXXX in XXXX as due to identity theft, my credit score was XXXX! I The paralegal, XXXX XXXX from XXXX XXXX XXXX XXXX could immediately see forged signatures plus Citizens would not have given me ( I DID NOT TAKE ANY OTHER LOANS since XXXX ) they were forgeries! 
Citizens Is going in circles while I am still paying a mortgage for years and I want it corrected and marked paid in full!! I faxed, but they would not answer, proof of numerous errors they have made while people from Office of the Chairman swore there was an investigation done yet ultimately they did not and corrected error after error as nor but I am paying three ( 3 ) additional years. & a XXXX  XXXX XXXX XXXX not trying to con a bank as they are implying or whatever... it is an error on citizens ' part and i should not have to wait until they solve their error to get vindicated! 
With other companies, such as XXXX, XXXX, XXXX XXXX, while investigating, I do not have to pay until the investigation is complete! They ALWAYS FIND IN MY FAVOR! Citizens stated that I am NOT an identity theft victim when every major banking institution sees that I am one and they credit my accounts accordingly! They do not get my emails with evidence nor my Fax also evidence of their errors and I have incurred way too much cost and time already!

Citizens has me buying my house in XXXX of XXXX when I bought it n XX/XX/XXXX! Their errors are excessive, & I have been disputing them, trying to send proof ... &, this is ridiculous! They don't accept my FAX nor emails which I saved the receipts for both! 
I will send upon request as I do not know how to send l... but I will attempt to... 
I am sending their letters of a mortgage XXXX which is NOT MINE and also letters stating they did not receive XX/XX/XXXX and statements from my credit. union showing i did and also a printout from the same credit union showing duplict34e payments in XXXX. 
Citizens, last XX/XX/XXXX, put me in contact with XXXX from the office of Chairman who swore I did not pay on the XXXX of XXXX as fraudulent investigation proved that the representative said would be applied to XXXX 's mortgage but their investigation proved wrong AGAIN when I sent them proof, attached, their statements to me which proves me right ... that they received the payments plus an unauthorized withdrawal by them on the XXXX of XX/XX/XXXX - examples of evidence that their investigations are fraudulent as aforementioned!

Company response to consumer: Closed with explanation