Consumer complaint received 2022-02-16
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — 
Company: CITIZENS FINANCIAL GROUP, INC. (MA)

On XX/XX/XXXX, I decided to pay off my home loan. I got the balance from Citizens Bank website and moved cash to my Citizen Bank checking account. I signed in to Citizen One mortgage website next day and tried to process the payoff. A pop up message stated I have to call customer service department at XXXX. After a few attempts waiting for over 30 minutes with no one answered my calls, I decided to go to Citizens Branch in XXXX, MA hoping for paying off my home loan immediately next day. 
I arrived on Citizens XXXX XXXX at XXXX a.m. on XX/XX/XXXX and was told Citizens branch does not handle mortgage pay off process. and was advised to go to Citizen One website or call the XXXX number for details. 
After I complained I could not connect to anyone on the XXXX number, a branch manager came and politely offered help to contact Citizen One for me for the payoff info and will call me back. The manager called me 15 minutes later and I returned to the branch around XXXX p.m. the same day. I was told my home loan pay off amount of {$120000.00} vs XX/XX/XXXX outstanding balance of {$120000.00} on the website. I questioned the difference and was told it was title search, lien release and recording cost ( No accrued interest mentioned ). I was also advised Citizens One only have one option call " 10 day pay off '' to pay off the home loan by mailing in a bank issued cashier check within 10 days. My check has to be received by Citizens One before XX/XX/XXXX. I requested a cashier check immediately from the XXXX Citizens branch and planned to mail it next day. 
Failed to get into USPS office before office hours on XX/XX/XXXX, I mailed the check next day morning with 2 day priority mail. USPS tracking confirmed the check was arrived at Citizens One on XX/XX/XXXX and Citizen One website also has pay off date of XX/XX/XXXX. 
Still confused with the home loan pay off difference of {$270.00}, I researched XXXX and found nothing about home loan pay off included title search or lien release fees. I tested my luck and called Citizen One XXXX number and was lucky someone answer my call immediately this time. The lady answered my called claimed she was from customer service team. She claimed I can pay off the home loan with Fed wire or cashier check but does not know the details and how the home loan pay off calculated, the citizens One website should have the info. 
Out of luck with Citizens One website and Citizens XXXX number, I researched and did some calculation and discovered the difference could be {$100.00} recording fee and 18 days accrued interest from XX/XX/XXXX to XX/XX/XXXX. 
My complains are : 1 ) What is the difference of the home loan pay off. Why no breakdown on the Citizens One website? 
2 ) Why so difficult to get someone answer my calls if website refers to call the XXXX number? 
3 ) Why Citizens One only offers " 10 day pay off and no on-line pay off process and pay off the home loan with Citizen bank account internal transfer. Are they under the same company? or is this the way Citizens to make money by charging more interest. 
4 ) Why Fed wire pay off not mentioned on my pay off request at first? I was at the Citizens branch and can get it done sooner. 
5 ) If " 10 day pay off " included 10 days accrued interest and Citizens One received my check on 6th business day, should Citizens one issue refund for the 4th business day that was over charged.

6 ) Why worker in the same Citizens Bank has different information on home loan pay off. This is really a seriously training issue. 
XXXX Citizens Bank takes my complaints seriously and provides me a satisfactory answers. Thanks