Consumer complaint received 2016-04-18
Company: CITIZENS FINANCIAL GROUP, INC.
State: CA
Product: Mortgage
Sub-product: Conventional adjustable mortgage (ARM)
Issue: Application, originator, mortgage broker

Complaint:
XX/XX/XXXX/XX/XX/XXXX- XXXX XXXX initiates a home refinance for XXXX XXXX XXXX with Citizens Bank . 
XX/XX/XXXX - Financial information regarding XXXX XXXX XXXX was requested by Citizens Bank for the completion of XXXX XXXX XXXX home refinance. IN THAT REQUEST WERE DOCUMENTS REGARDING THE LOAN AND FINACIAL/PERSONAL INFORMATION OF YOUR BORROWERS- XXXX XXXX explained to Citizens Bank that the property at XXXX XXXX XXXX was not his and he had no claim or responsibility for that property as XXXX XXXX was sole owner of that property. 
Citizen Bank replied that loan would not be funded without the information. 
XX/XX/XXXX - XXXX XXXX 's financial information was requested by XXXX XXXX for an unrelated XXXX XXXX matter, he specifically asked for taxes, payment history and insurance. 
XX/XX/XXXX XXXX XXXX XXXX XXXX XXXX XXXX documents for XXXX XXXX XXXX XXXX Citizens Bank so that his financial profile would be complete. 
XX/XX/XXXX XXXX XXXX of Citizens Bank found the insurance documents to be incomplete for his purposes and contacted XXXX XXXX insurance agent for additional information. He included signed authorization forms from his borrowers, but not XXXX XXXX. XXXX The insurance agent did not provide the information and contacted XXXX XXXX XXXX XXXX her that her information was being used to fund a loan for XXXX XXXX. 
XX/XX/XXXX - XXXX XXXX contacted XXXX XXXX by phone and email insisting that XXXX XXXX return her documents as she had not authorized any transaction for XXXX XXXX XXXX. She called and emailed XXXX XXXX and XXXX XXXX. 
I also contacted the Ciitizens Bank general customer support team and filed a complaint. I was escalated to the Citizens Bank immediate response team designated for high priority cases and filed a complaint. I contacted my bank, I filed a police report, I filed an FTC complaint. 
XX/XX/XXXX - After speaking with several Citizens Bank officials including the branch manager, Citizen Bank ignored my complaints and submitted the loan to XXXX XXXX for funding. 
XX/XX/XXXX -Citizens Bank admits in writing that they used the fraudulently obtained documents to confirm the financial integrity of XXXX XXXX for the funding of his refinance loan, but determined " I was not harmed '' and dismissed their responsibility in the identity fraud. 

I give up - I can no longer reason with a company that has no respect for the private information of its people and the people they take advantage of. I have posted all of the documents you have sent me on the web ( including the " request '' for additional information that your agent sent with the actual borrowers ~ name, address, ss #, telephone # etc ... ), the silly letters where you admit you used stolen information, the NUMEROUS notes that had you side stepping the direct question of why you used the information knowing it was stolen and every name of the individuals who I spoke to -- all of it. Several sites have picked it up because I am not the first person who has been a victim of your identity theft.

Company response to consumer: Closed with explanation