Consumer complaint received 2022-02-01
Company: CITIZENS FINANCIAL GROUP, INC.
State: VA
Product: Credit reporting, credit repair services, or other personal consumer reports
Sub-product: Credit reporting
Issue: Problem with a credit reporting company's investigation into an existing problem
Sub-issue: Investigation took more than 30 days

Complaint:
At all relevant times herein, I have been the joint owner of a real property at XXXX XXXX XXXX, XXXX  XXXX, VA XXXX. 

My current mortgage servicer is Citizens One Home Loans. 

On XXXX XXXX, 2021, I saw that XXXX was reporting my Citizens One Home Loan account as discharged through bankruptcy. 

-On XXXX XXXX, 2021, I submitted an online dispute to XXXX XXXX disputing that the Citizens One account as XXXX in bankruptcy and providing proof from the bankruptcy court that my Citizens One Home Loan account was not in fact discharged in bankruptcy. 

On XXXX XXXX, 2021, XXXX responded to my dispute, verifying the inaccurate information as " accurate. '' Neither Citizens One nor XXXX performed a reasonable investigation of my dispute. 

On XXXX XXXX, 2021, I attempted to correct the inaccurate reporting directly with the furnisher, Citizens One home Loans. I spoke with XXXX XXXX employee ID XXXX ) in the bankruptcy department who told me they could see my loan had been modified via the bankruptcy court, but that they, the bankruptcy department, had no control over the credit reporting of my account and if I wanted any changes to the reporting, that I would have to dispute it with their credit reporting department, which of course I already had by virtue of my XXXX XXXX, 2021 dispute to XXXX, who had forwarded my credit reporting dispute to Citizens One. 

I am therefore attaching the following for the CFPB 's review the following documents to show my loan was exempt from the bankruptcy discharge and should not be reporting as discharged in bankruptcy : 1 ) XXXX Order Approving Loan Modification 2 ) XXXX Notice of Voluntary Conversion from XXXX. XXXX to XXXX. XXXX 3 ) XXXX Order Converting Case from XXXX. XXXX to XXXX. XXXX 4 ) XXXX Amended Schedules ( See Schedule C showing XXXX XXXX XXXX as secured, exempt property ) 5 ) XXXX Trustee 's Final Report and Account 6 ) XXXX Discharge of Debtor Also attached is XXXX 's XXXX XXXX, 2021 response to my dispute re Citizen 's One Home Loans account in which they " verified '' the reporting as " accurate. '' As you will see from the attached bankruptcy documents, the loan for XXXX XXXX XXXX was modified by the Court. I was then able to convert from a XXXX XXXXXXXX to a XXXX. XXXX and my property at XXXX XXXX XXXX was exempt from discharge. Therefore, when the Court entered an Order of Discharge, the mortgage loan with Citizens One Home Loans was NOT discharged. 

Both XXXX and Citizens One Home Loans are in violation of the Fair Credit Reporting Act. I simply want my credit report to reflect that my Citizens One loan is current and in good standing and is NOT discharged in bankruptcy. It is causing me credit damage and no small amount of stress. The whole point of bankruptcy was to escape the overwhelming burden of medical bills and have a fresh start. Citizens One and XXXX are preventing me from having a fresh start. 

Thank you for your assistance.

Company response to consumer: Closed with explanation