Consumer complaint received 2016-07-21
Company: CITIZENS FINANCIAL GROUP, INC.
State: GA
Product: Mortgage
Sub-product: Other mortgage
Issue: Loan modification,collection,foreclosure

Complaint:
Good afternoon- I submitted a complaint to the CFPB on XXXX XXXX. My case number assigned by Citizens is XXXX for Account XXXX held with Citizens Bank. The complaint number issued by CFPB is XXXX. Attached is a copy of that complaint for your review. In the complaint, I stated that the bank was severely dragging their feet on an approval or denial for the short sale package that was submitted back in XXXX of this year for the home I currently own. I received a call from XXXX XXXX in regards to my complaint on Monday XXXX XXXX and he assured me that he would be on top of my file so that the approval could be issued by the second deadline of first lien holder. This extension is the second and final extension that the first lien holder is granting to the closing of this short sale. I was told by the first lien holder that they could only grant XXXX thirty day extension to my file, which they granted for this be closed by XXXX XXXX. I have been following up via email, calls, voice mails etc. to the relationship manager at Citizens as well as the office of the Chairman assigned to my case, XXXX XXXX, and it is XXXX XXXX and this is still not resolved. The closing should have been set up for next Friday XXXX XXXX and I still do not have an approval. I have jumped through many hoops that have been placed in my path by the bank and I have documentation to that effect. With no approval, the buyer can not setup their final inspections, which will cause them not to be able to close by the XXXX of XXXX therefore forcing us to miss the second and final deadline given by the first lien holder and causing the home to go into foreclosure. I have provided everything that they have required of me and then have also provided my time and attention to this matter on other things that they have required / requested from other parties in this matter that were not my responsibility, but in order to provide them what they needed timely I did those things. Had I not provided those things, I could swallow the pill of foreclosure on my home easily however this is not the case as I can prove through my documentation of this case the last several months. 

It should not be to the point that this home should foreclose due to the negligence on the part of the bank. I am emailing this information in hopes that someone will look into this matter and see the negligence that has been caused to my detriment and order the violator to remedy the harm it caused me! If I have to escalate this issue up further, I surely will do that, but I am hoping that someone will get in contact with the Office of the Chairman, XXXX XXXX, at Citizens Bank so that this can be resolved because all of my previous attempts to contact him have failed over the last 3 weeks. XXXX XXXX can be reached at XXXX or XXXXXXXXXXXX. I have copied him here. OR, please contact me at XXXX or at this email address I am mailing from. Thank you for your consideration to this urgent matter!

Company response to consumer: Closed with explanation