Consumer complaint received 2016-01-14
Company: CITIZENS FINANCIAL GROUP, INC.
State: FL
Product: Mortgage
Sub-product: Conventional fixed mortgage
Issue: Loan servicing, payments, escrow account

Complaint:
On XXXX/XXXX/XXXXwas the closing of the home I sold XXXX - the XXXX held funds because of the buyer on XXXX funds were release and the bank was paid on XXXX I got a letter from the bank stating I was 30 days late in my mtg payment the letter was dated XXXX and I figured that the funds crossed with the letter. 
on XXXX - I was notified via e mail from my credit bureau that I was late in my payment. I called the bank and was informed that the letter was a mistake. I was not in default. The payoff was short and that they were going to notify the title company that day. I asked to have my credit corrected and they were to do so. I asked what else I should do and was informed to call my closing attorney and give him a heads up. This was the first time he got this information. He tried to call the bank but they would not speak to a third party and he told me I had to call them and to speak to a supervisor. Which I did. I spoke with Crystal the supervisor I asked why I was no one informed until now. She said they tried to call me at two phone numbers that have been out of service for 5 years. Now They have been mailing all the information to the Florida address but they never called the Florida number. She informed me that they sent a fax to the sellers attorney informing them of the shortage. They never got the fax, I asked if they would wave the fee and she told me that the best she can do is remove the {$72.00} and the payoff would be {$930.00} She also told me that no further late fees would be applied. She asked me when this would be settled and I told her I wanted it done that dayFriday XXXX. I informed my attorney and was asked to call XXXX back and have her fax the payoff total to them with proof that they faxed the information to the sellers attorney. This was not done. I called XXXX back 4 times on Monday XXXX no response. Tuesday XXXX I got a call from the default department about my late mtg payment. Spoke to XXXX who told me that XXXX is very busy and could not speak to me now but she would send an XXXX mail to her. On XXXX I got another call from the default department. Spoke to a XXXX who said there were so many names on this issues she would put an urgent e mail to XXXX to get in touch with me that day. I also called XXXX back and asked her to call me and she did not. I was reported to the credit bureau twice more on XXXX & XXXX for a late mtg payment and the total was now up to {$2800.00}. I do n't know what to do. I do n't want to ignore this situation I want this settled. I also e mail two ceos of the bank and my attorney did the same. I also got in the mail information how to avoid foreclosure and to call the default department for help. I am not sure they are all aware of what is going on. 
I feel so helpless and hope that you can assist me with this matter. 
I have NEVER been late in a mtg payment so I do n't even know if there was a grace period. If there was a grace period maybe the payoff was correct. 
ALSO I do n't feel I should be the one to pay this fee but I am willing to do so just to end this matter. Please help me Thank you in advance

Company response to consumer: Closed with explanation