Consumer complaint received 2022-06-09
Company: CITIZENS FINANCIAL GROUP, INC.
State: TN
Product: Mortgage
Sub-product: FHA mortgage
Issue: Struggling to pay mortgage

Complaint:
I have tried to get a loan modification for the last XXXX months, due to Covid related financial hardships. I have applied several times with Citizens One Mortgage, their customer service is horrible. I was apparently assigned a Relationship Mgr, whom I can NEVER speak with. I have submitted every document requested of me, with no consisitant or truthful updates of my application. I was told that my application was denied several times, and that correspndance outlining this denial was mailed to me. I did not recieve any corresondance, and when I asked about it, I was given a tracking number. Upon checking the tracking of the letter, it stated that only a label was printed, but never mailed to me. I was also told that my account was still in forbearance, when it actually was not. No ever contacted me about an end date of the forbearance, nor did anyone provide me truthful information regarding the forbearance. I was told by several customer service reps that once the forbearance was over, that my arrears would be put on the back of my loan and I would resume my payments at an amount deemed by the modificatin team. NOT TRUE!!!! I was also told in XX/XX/XXXX, not to make any payments towards my loan as it would affect my modification, again not true. Now I am XXXX months past the end of my forbearance and I have recieved letters from an attorney representig Citizen 's One regarding foreclosure. I have left messages for over a year to speak with someone regarding my account and NO ONE has retuned my calls or emails. I feel that Citizen 's One has misled me during these trying times of Covid 19 and lack any empathy towards their consumers. I fear I will lose my home due to incorrect information and misleading correspondance during this process. I am repared to stay in my hme and resume my normal payments, but I can't speak to anyone to express this. There are serious language barriers with their customer service and the rudeness of most of them does not help the situation. I have been hung up on, yelled at, accused of lying and just simply disregarded. I have been read a script so much that I know the script by memory. 
XXXX XXXX XXXX MODIFICATION APP SENT XX/XX/XXXX TOLD APP WAS DENIED, REAPPLY, ( HAS SPOKEN WITH CUST SERV EVERY MONTHSINCE XX/XX/XXXX, WAS NOT TOLD THIS INFOR TIL NOW ) XXXX XXXX XXXX MODIFICATION APPLICATION/APPEAL SENT XXXX XXXX XXXX CALLED EVERY WEEK FOR UPDATES XXXX XXXX TOLD DOCUMENTS ARE NEEDED AS WELL NEW APPLICATION XXXX XXXX XXXX CALLED EVERY WEEK FOR UPDATES, SENT ALL DOCUMENTS REQUESTED ( GIVEN FALSE INFO ) XX/XX/XXXX, XXXX TOLD I WAS DENIED FOR COVID RELIEF AND LTR WOULD BE MAILED DETAILING DENIAL REASONS ( NEVER RECIEVED ) XX/XX/XXXX, XXXX LTR FROM RELATIONSHIP MGR, XXXX XXXX, ( MAY NOT BE A REAL PERSON AT THS POINT ) STATING MY APPLICATION WAS REVIEWED AND THAT ALL DOCUMENTS HAD BEEN RECIEVED AS OF XX/XX/XXXX. 
XX/XX/XXXX, XXXX TOLD APPLICATION WAS DENIED ALL TOGEHTER AND TO APPEAL. ASKED TO SPEAK WITH REATIONSHIP MGR OR A MGR AND WAS DENIED. WAS TOLD MESSAGES WERE LEFT AND THAT SOME WOULD CALL ME BACK, NEVER RECIEVED A CALL OR EMAIL.

Company response to consumer: Closed with explanation