Consumer complaint received 2021-03-19
Company: CITIZENS FINANCIAL GROUP, INC.
State: MN
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
In XX/XX/XXXX, my employer announced a reduced work schedule beginning mid XX/XX/XXXX. I contacted Citizens One ( mortgage loan servicing company ) that I need forbearance assistance. The application was granted. I am deeply grateful for this gesture. 

In XXXX of XXXX, my employer announced an end to the reduced work schedule starting XX/XX/XXXX. The change would be reflected in employee paycheck on XX/XX/XXXX. I contacted Citizens One to inform them that I would be able to pay my mortgage starting in XXXX. See Attachment 1 I uploaded a copy of the letter XXXX XX/XX/XXXX XXXX stating the reduced work schedule is ending in XX/XX/XXXX to the XXXX provided by Citizens One. In addition, I uploaded copies of three pay stub to show income. See Attachment 3. 

I have done everything requested by Citizens One to ensure my account returns to a " current status '' but everytime I call the customer service would inform me that they are still working on a " work out '' for my account. I made some payments during this period even though I keep getting conflict information. See attachment titled XXXX  activity. 

This non-action continued till the end of XXXX until in XX/XX/XXXX when I insisted ( streaming and yelling XXXX my account be updated and made current. I was told its done and that I should not pay in XX/XX/XXXX. See attachment titled XXXX letter. According to the Citizens One representative, my account has been configured to go current in XX/XX/XXXX. I insisted I could pay for XX/XX/XXXX but was told not to. 

On XX/XX/XXXX I got notified that Citizens One had filed a delinquency report against my account. My wife and I filed a dispute with Citizens One and at the 3 credit reporting agencies. The report was corrected without an apology for the impact of that report on our credit. Two of my credit cards were closed because of the delinquency report. See attachment titled XXXX  report dispute. 

Then we got another letter in XX/XX/XXXX stating that we requested foreclosure assistance which we never did. I called Citizens One again and was told to disregard the letter that it was auto generated. This probably happened because they lied to me that my account has been resolved. They are still keeping my account in forbearance. See XXXX assistance. 

I though our account would be made current after we completed XX/XX/XXXX mortgage payment but alas we got another letter stating that our account has been returned to forbearance for another 3 months. See attachment titled XXXX XXXX. I thought this was a mistake. I called was told they needed to put me on forbearance again while they make my account current. 

Right now I am afraid someone is playing a dirty game to take my house! Why are they trying desperately to keep my account in forbearance forever? Why are they sending me foreclosure assistance when i never requested one? Why did they tell me not to pay in XX/XX/XXXX only to file a delinquency report again our account? Are they trying to prevent us from refinance to a lower rate?

Company response to consumer: Closed with explanation