Consumer complaint received 2015-09-16
Company: CITIZENS FINANCIAL GROUP, INC.
State: CT
Product: Mortgage
Sub-product: Conventional fixed mortgage
Issue: Loan servicing, payments, escrow account

Complaint:
Background : I have several rental properties. XXXX of which have mortgages held by CCO Mortgage. The properties are:169 XXXX XXXX XXXX, XXXX XXXX CCO account number XXXX. 
XXXX XXXX XXXX, XXXX. CCO account number XXXX. 
XXXX XXXX XXXX XXXX, XXXX. CCO account number XXXX. 

Problem : In XXXX of 2015, I made a payment to XXXX mortgage for XXXX rental property mortgages. The payment was made by mail and included the monthly statement coupons. It took me a while to figure it out, but CCO applied XXXX payments to XXXX XXXX XXXX XXXX in XXXX and applied no payments to XXXX XXXX XXXX XXXX in XXXX. A third property, XXXX XXXX XXXX in XXXX was properly allocated. In XXXX, I noticed that I had received XXXX statements for the XXXX XXXX and none for the XXXX XXXX property. I sent the proper payments to XXXX, marking up the extra statement coupon for the XXXX property to indicate that I was paying the XXXX XXXX property. Again, the XXXX XXXX payment was misallocated to the XXXX property. 

Attempts at resolution : At that point, I began trying to deal with the customer service people at CCO mortgage to attempt to resolve this. Despite many assurances that this would be fixed XXXX a simple reclass of payments should have been simple ), it was n't. Instead, I started receiving harassing mailings and calls from the collections department. I was promised return calls from CCO mortgage management to resolve the problems created by the misallocations. These calls never came. Sometime in XXXX, I received a letter informing me that the XXXX XXXX XXXX property escrow account was over allocated and that I was owed over {$2000.00}. CCO would not refund this money as my account was called " delinquent ''. I called the escrow department of CCO and explained the problem, but they refused to release the excess escrow funding as customer service coded my account as " delinquent ''. I then instructed CCO to apply the withheld escrow to cover all XXXX payments ( the escrow overage was equal to more than the combined monthly payments of the XXXX accounts XXXX. I expected them to refund any late fees and correct any credit reporting issues. I was asked to submit this is writing to a XXXX XXXX. I did so by fax, on or about XXXX. She never has responded to me. To date, I continue to receive harassing mailings and collection calls ; and despite many requests for a manager to return my call and go through this all, none has come. Instead, the burdensome mailings and calls keep coming. 

My CCO file should be full of dozens of notes and each time I speak with a CCO person, I am advised that all calls or recorded. These materials should all be discoverable, if need be. 

I have spoken to CCO personnel roughly XXXX times. 

Current status : CCO 's position is that all three mortgages are delinquent. 
CCO refuses to release my XXXX XXXX escrow exceedance. 
CCO is still assessing late fees. 
CCO has reported delinquencies to credit reporting agencies. 
CCO has not responded to requests more management intervention. 
CCO has not responded to my various complaints. 
CCO continues to call several times per day, but the callers are call center people, not managers. 
After months, CCO did reverse the original mistake they made, back in XXXX. 
Currently, the XXXX XXXX payments are due on all three properties. However, if they are paid, CCO will most certainly misapplied payments again and the problems will only grow. Therefore, I am not making any payments until such time as CCO has corrected the money I have already sent them. 
I have the funds to pay the mortgages. 
I have the desire to resolve this.

Company response to consumer: Closed with explanation