Consumer complaint received 2024-02-12
Product: Credit reporting or other personal consumer reports — Credit reporting
Issue: Problem with a company's investigation into an existing problem — Investigation took more than 30 days
Company: CITIZENS FINANCIAL GROUP, INC. (CO)

This account was refinanced on XX/XX/XXXX after Covid forbearance. After information was completed and sent back via the notary, was informed that the website would be updated, and loan payments could be made via website starting XX/XX/XXXX. 
Started calling monthly in XX/XX/XXXX to ask the status of account being updated and being able to use the website. Monthly was told they were behind or short staffed and would get to it the next month. 
After 18 months of waiting for account to be updated and having to call in monthly to make payments, account was updated with all payments made per Citizens information. Received a statement approx. XX/XX/XXXX stating a approx. {$9000.00} was owed, reflecting payments were missing. No information was received after account updated ; Placed a call to Citizens asking if they could research this issue, Citizens did state they sent the information we had not received it. Requested information to be sent again and was told to wait as it may take some time to get to us. 
On XX/XX/XXXX received email that loan review was closed. 
On XX/XX/XXXX, After multi attempts to get the payment history, it was obtained via email. I compared the payment history to the confirmation numbers that were verbally given when telephone payments were made, all payments had confirmation numbers since refinance. 
On XX/XX/XXXX, After doing my own research, found that Citizens was not reflecting the XX/XX/XXXX payment, the missing payment information that was needed and was not credited. When speaking with Citizens that I was able to locate the information was told to fax to another department ( faxed and delivered on XX/XX/XXXX ) and they will get on it. Until they could review the account would remain showing delinquent and to resolve the status, I had to make more payments. Still waiting for the resolution and thus resulting in a major credit hit that was not the fault of ours but of Citizens. 
On XX/XX/XXXX, Found the XX/XX/XXXX payment was missing, not able to locate in bank accounts even with confirmation number. Called Citizens and made payment. Posted to the account on XX/XX/XXXX. 
XX/XX/XXXX email received payment XX/XX/XXXX received email loan late XX/XX/XXXX received email loan late XX/XX/XXXX received email loan late On XX/XX/XXXX, Placed a call to citizens spoke with XXXX. XXXX stated appears they are researching the below missing information- Asked to send bank verification to Collections depart at fax XXXX. Fax sent and delivered XX/XX/XXXX. 
On XX/XX/XXXX, Placed a call to Citizens spoke with XXXX ( consumer counseling ) on call for 48 minutes was told I needed to speak with Loss mitigation. Then XXXX transferred to XXXX in insurance as they had not yet verified our insurance was to update and we need to pay entire amount in XXXX. Spoke with XXXX and emailed Declaration page that was as needed. Confirmation received. 
On XX/XX/XXXX, Received call from Citizens notifying that loan was late and it was reflecting on my credit. Informed representative that this issue was with Loss Mitigation and waiting for a response from them. 
On XX/XX/XXXX, Received an updated printed copy of mortgage history to review. From XX/XX/XXXX to XX/XX/XXXX a total of 22 payments were made of 22. Still informed amount was delinquent. 

I was missing some documents that I was not able to locate. 

To date, have asked Citizens to research the missing payments as we had confirmation numbers for all payments made. That has not done. Still waiting for the resolution. 
This has resulted in a major credit hit dropping our scores majorly, and the fault not all of ours but of Citizens. This impact has taken significant hit to our credit and potential lively hood as our companies look at credit reports.