Consumer complaint received 2022-12-20
Product: Mortgage — Conventional home mortgage
Issue: Struggling to pay mortgage — 
Company: CITIZENS FINANCIAL GROUP, INC. (MA)

In XXXX of XXXX I was going through a divorce, potential loss of employment, and missed 3 payments with the mortgage institution inquiring sending letters and products for me to become current. I reached out to the institution with a letter being sent to me XX/XX/XXXX, informing me of available products and informing me XXXX XXXX was my relationship manager single point of contact. I never had contact with XXXX XXXX but through letters sent to me and my contact person appeared to be switched several times, to a XXXX XXXX, and to a XXXX XXXX from the loss mitigation department with whom I finally had conversations with. XXXX XXXX informed me of the process and directed me to fill out paperwork for a loan modification, I was informed that in doing so my missed mortgage payments would be factored in and placed at the end of the loan as well as my XXXX XXXX name would be removed from the loan per the divorce decree. XX/XX/XXXX, a letter was sent to me from the bank informing me they received all the paperwork, and it was under review. The bank informed me that I must send a divorce decree and a quit claim deed which needed to be filed with the registry of deeds. I did so and sent the information to the bank XXXX of XXXX, the bank initially sent me an approval to sign however my XXXX XXXX name remained on the loan which I need to have removed, I reached out to the bank several times waiting on hold for hours being given the run around I was told my divorce wasn't finalized by XXXX XXXX, I was also told that my divorce decree needed to be filled with the registry of deeds. I explained to the bank that this was a court order, and the decree was legally filed and of public record. I continued to make mortgage payments with some not being cashed I was also informed that while going through the modification process my payments would be differed to a suspense account and all would be applied once approved. On XX/XX/XXXX, I signed the completed and approved modification, XXXX XXXX XXXX bank vice president signed XX/XX/XXXX. In receiving the completed paperwork back with my name being the only name on the loan and the missed payments being factored in I was under the impression everything was complete, however I continued to receive statements to the contrary. I continually reached out the loss mitigation department continually being given the run around stating I must reach out to customer service as they had nothing to do with it anymore. I reached out to customer service and was told to reach out to loss mitigation, I went to XXXX headquarters in Rhode Island and a branch manager attempted to help me calling the mortgage department, we were both informed that everything was all set and would be cleared up in a few days, to no avail. I filled a complaint, with XXXX from the office of the Chairperson reaching out the end of year XXXX informing me she would work to resolve my issue, she informed me that an audit would need to be completed to see what payments were missed. It appears that in preforming the audit payments were placed into the negative column of which I was informed by XXXX would be done, however those payments have not been placed back into the paid column with the amount owed ballooning to over {$14000.00} which resulted in the bank not accepting and returning payments to me stating that the balance needed to be paid. I continually attempted to reach out to the office of the chairperson to no avail, I obtained an attorney XX/XX/XXXX of which I've parted ways, with a letter being written to the bank. The bank stated that they would look into this, in doing so my lawyer and I were informed that I needed to fill out an Assumption loan which would right all wrongs ; be advised I was instructed by the bank to do so in XXXX which they declined stating my credit score is to low and would not be approved, my credit score is low because the bank is refusing to accept my payments. The bank began to accept my mortgage payments of which I continually sent in XX/XX/XXXX, the bank is stating I owe them over XXXX XXXX dollars they have not factored the initial missed payments into the modification, my XXXX XXXX has been severely affected for the past three years. The bank refused to take my XX/XX/XXXX payment stating they wanted the balance in full. I am at a loss this big financial institution is refusing to make me whole, I have been treated poorly throughout this process customer service has been horrible and I have been given the round around for which I can not understand.