Consumer complaint received 2023-10-18
Company: CITIZENS FINANCIAL GROUP, INC.
State: IL
Product: Mortgage
Sub-product: Other type of mortgage
Issue: Trouble during payment process
Sub-issue: Paying off the loan

Complaint:
On XX/XX/23 we checked into XXXX XXXX in XXXX XXXX XXXX. At the time of check in they insisted that we go to the presentation in the XXXX on XX/XX/23 to get updated books. After the presentation XXXX XXXX ( Sales Assoc ) asked us if there was anything we would like to change on our program. We responded with nothing that we know of and were currently happy with everything. He then proceeded to tell us that our Silver VIP status was to expire at the end of 2023. He said he would speak to management and see what he could do for us. Management said that we needed additional XXXX points to achieve and maintain our Silver VIP status forever. Management wanted to know what our current monthly payment was. We told them {$260.00}. He then proceeded to ask us would we be able to afford additional $ XXXX {$60.00} per month. We responded with yes. So, my husband and I asked how all of this was going to work. XXXX had management pull our current contract and it showed that we owed {$14000.00}. With a mortgage modification our payment would of went up approximately {$60.00} per month over what we were paying. The figures that we spoke about with XXXX would have been a total of {$19000.00} which included the current mortgage of {$14000.00}. I have listed below what we were told we were getting with the mortgage modification. 

{$14000.00} Current Contract {$4400.00} Silver VIP Status XXXX points {$19000.00} Total Finance on XX/XX/23 XXXX XXXX asked if we wanted to proceed with the changes and we told him yes. When they ran XXXX social security number, he had his credit locked so it was denied. So, they proceeded to run mine and it was approved, and I electronically signed everything that I thought was correct based on what we had discussed for over 4 hours with XXXX XXXX. Which was a total amount of {$19000.00}, which included the {$14000.00} ( our current loan ). XXXX and I thought everything was okay until I received a phone call on XX/XX/23 from Citizens Pay stating that we had an overdue payment on a balance of {$19000.00}. I told them I didnt know what was going on and could I call them right back after I made a few phone calls. I proceeded to call XXXX, who had our original loan, and they told me that the account still had an approximate balance {$14000.00}. We thought the mortgage modification was with XXXX, who was the current lender. I didnt realize they opened up a total separate loan with Citizens Pay. 

We would have never paid {$19000.00} just to upgrade our account to Silver VIP. I still currently have Silver VIP status until the end of 2023 from my original contract. We were told that the payment would only go up {$40.00} to {$60.00} a month total over what we were paying now. This new loan with Citizen Pay has a monthly payment of {$570.00} per month for 7 months and then goes up over {$700.00} with a 22.99 % interest and they didnt pay the original note {$14000.00} off. We believe that there has been negligent & fraudulent misrepresentation from XXXX XXXX ( Sales ), XXXX XXXX ( Finance ), and management that took part in the transaction. I have tried several times to call XXXX and XXXX and to this date have never received a phone call back. I have also tried to get a hold of the Project Director of Sales at the XXXX XXXX XXXX XXXX in South Carolina. I can not get anyone that will tell me who has this position. They keep sending me to a voicemail in sales and no one calls you back. I really feel like we were totally taken advantage of. We are retired and are on a fixed income at can not afford an additional {$540.00} with an increase to over {$700.00} per month on top of what we are paying XXXX at this time. This was presented to us a mortgage modification with a total loan amount of {$19000.00} which included the {$14000.00}. I would like for XXXX to credit Citizens Pay back the {$19000.00} ( includes fees on the loan ) and put our account back to the status that it was prior to XX/XX/23. Right now, we have two loans since they didnt pay off the original to XXXX for {$14000.00}. They clearly stated that this would be a mortgage modification and our payment would only increase $ XXXX {$60.00} per month to keep our Silver VIP status after it expires at the end of the year. Instead, they opened another line of credit with Citizens Pay and was paid {$19000.00} and didnt even pay off the original loan of {$14000.00}. We have good credit, and I dont know how we are going to be able to take on this additional payment each month. We have filed a complaint with the XXXX XXXX XXXX XXXX, XXXX XXXX XXXX, Citizens Pay , South Carolina Real Estate Commission , & South Carolina Consumer Affairs. They all have excepted our complaint and assigned complaint numbers but really hasnt gone anywhere because XXXX, according to Citizens Pay, has been very slow in responding to their request. The response from XXXX that XXXX sent is that the account is being investigated. I have not received anything back from South Carolina Consumer Affairs except the acceptance to investigate. I have a complaint number assigned from South Carolina Real Estate Commission but have not heard anything else back. 

I really need to get this complaint rolling as fast as possible. I found on the South Carolina Consumer Affairs website that XXXX XXXX XXXX XXXX XXXX, has several open complaints labeled Potential misleading deceptive practices false promises. There are two other complaints besides mine that were filed this month and several others from earlier this year and last year. These deceptive sales techniques need to stop. 

What I would like is for my account to be put back to the status it was as of XX/XX/23. My daughter XXXX is helping us with this complaint. Therefore, I would like her to be copied on all responses. My husband and I work very little with computers so we are having her help us. Thank you and we look forward to hearing from you.

Company response to consumer: Closed with explanation