Consumer complaint received 2020-03-28
Product: Mortgage — FHA mortgage
Issue: Applying for a mortgage or refinancing an existing mortgage — 
Company: CITIZENS FINANCIAL GROUP, INC. (NC)

I own a home and have an FHA Loan through Citizens Home Loan. I have been going through the assumptions process since XX/XX/XXXX to have my friend assume the loan. They do not provide all the documents needed in one letter or clearly look at what has been provided, and then send multiple letters requesting more information, with incorrect fax numbers to send documents and provide an unrealistic turn around time to provide these documents. Each time I call or send a message, I receive a different response. This has caused us to need to restart the process from the beginning and is still ongoing to this day - XX/XX/XXXX. Customer Service advises that they do NOT have a manager for me to talk to and CAN NOT transfers me to the Special loans department who handles this transaction. Unbelievable. 

Secure Message 1 : XX/XX/XXXX Hello, We are looking to move in XXXX and complete an assumable loan transaction to transfer this property to our friends. Do you have a packet available for us to review? 
XX/XX/XXXX - Dear XXXX XXXX XXXX, Welcome to Citizens One Home Loans! We are excited to be your new servicer. Thank you for your recent inquiry regarding your mortgage loan. I see that you were able to speak to one of our Customer Service Representatives on XX/XX/XXXX, regarding this matter. We have received your written request and your account is being reviewed. If an assumption is possible in this scenario, you will receive the documents needed. Otherwise, your friends would have to secure their own loan to purchase the property. If you have additional questions, you may send a Secure Message from our website or contact us at XXXX, Monday through Friday from XXXX XXXX to XXXX XXXX ET. If you have a hearing or speech impairment you may reach the relay service at XXXX and then choose option 1 for Citizens One Home Loans. Sincerely, Customer Experience Team Citizens One Home Loans Secure message 2 : XX/XX/XXXX - Hello, Can you provide me a copy of the assumable documents mailed to XXXX XXXX? I assumed we were both getting a copy. If you can email- XXXX Thank you XX/XX/XXXX - Dear XXXX XXXX XXXX , Thank you for your recent inquiry regarding your mortgage loan. The assumption request was received and information was sent to the party interested in assuming the loan. Since these documents may contain personal information from the person assuming the loan, these documents are only addressed to the person assuming the loan. You would have to contact the interested party to obtain copies of documents sent for this process. If you have additional questions, you may send a Secure Message from our website or contact us at XXXX, Monday through Friday from XXXX XXXX to XXXX XXXX ET. If you have a hearing or speech impairment you may reach the relay service at XXXX and then choose option 1 for Citizens One Home Loans. Sincerely, Customer Experience Team Citizens One Home Loans Secure message 3 XX/XX/XXXX - Hello On XX/XX/XXXX I spoke to a representative and a new assumable loan letter was to be sent to XXXX XXXX within 5 business days. On XXXX I called back and was advised that it was mailed out that day. Today, XXXX hasn't yet received the letter. Are you able to advise if the status? 
XX/XX/XXXX - Dear XXXX XXXX XXXX, Thank you for your recent inquiry regarding your mortgage loan. I show that the letter was sent to XXXX on XX/XX/XXXX. I have submitted a request to have a new assumption package mailed to XXXX XXXX, XXXX XXXX XXXX, XXXX, PA XXXX. If you have additional questions, you may send a Secure Message from our website or contact us at XXXX, Monday through Friday from XXXX XXXX   to XXXX XXXX ET. If you have a hearing or speech impairment you may reach the relay service at XXXX and then choose option 1 for Citizens One Home Loans. Sincerely, Citizens One Home Loans XX/XX/XXXX - Hello, XXXX last name is XXXX ( no XXXX  ). He mailed the requested information back to you on XX/XX/XXXX. Can you confirm this has been received and is under review? Is the processing time still 27 business days? If more information is needed, will you call me or him as a letter takes more time to receive and creates a large delay. Where is your office location in XXXX PA so we can work with them if more information is needed? Thank you XX/XX/XXXX - Dear XXXX XXXX XXXX, Thank you for your recent inquiry regarding your mortgage loan. We have not received the assumption package back yet. Our Special Loans department handles assumption request, the process timeframe has not changed. This request is not something that can be handled at a bank branch. If you have additional questions, you may send a Secure Message from our website or contact us at XXXX, Monday through Friday from XXXX XXXX to XXXX XXXX ET. If you have a hearing or speech impairment you may reach the relay service at XXXX and then choose option 1 for Citizens One Home Loans. Sincerely, Citizens One Home Loans Secure message 4 : XX/XX/XXXX - Hello, 3 needed documents for the assumable loan process were mailed in again on XX/XX/XXXX. What is the processing time of having these documents logged into the system once received on your end? I called today and they are not yet in the system. Please keep the assumable loan process open. TY XX/XX/XXXX - Dear XXXX XXXX XXXX, Thank you for your recent inquiry regarding your mortgage loan. We have not received the documents as of today, unless they were sent to the processing team directly and they did not note the loan. Please allow 7 to 10 business days if sent through the mail, not including holidays. An email has been sent to our special loans division to request not to close the assumption process. I do see the status as pending final decision. If you have additional questions, you may send a Secure Message from our website or contact us at XXXX, Monday through Friday from XXXX XXXX to XXXX XXXX ET. If you have a hearing or speech impairment you may reach the relay service at XXXX and then choose option 1 for Citizens One Home Loans. Sincerely, Citizens One Home Loans Secure message 5 : XX/XX/XXXX - The letter dated XX/XX/XXXX to XXXX XXXX provided fax # XXXX to send all requested documents to. Today I was informed this was the INCORRECT fax number and went to the VA Dept? How was the wrong number provided on the letter and what will this dept. do with the documents? I was advised there is no way to have these forwarded to assumable loans dept? At XXXX XXXX  today, XXXX re-faxed this to XXXX and it shows sent. Called to confirm at XXXX and advised not yet in system and to call back next week. Please confirm these are received .... We do NOT want process closed. Please keep OPEN. 
XX/XX/XXXX - Dear XXXX XXXX XXXX, Welcome to Citizens One Home Loans! We are excited to be your new servicer. Thank you for your recent inquiry regarding your mortgage loan. Our records indicate on XX/XX/XXXX, you spoke with a specialist who was able to assist you with this matter. If you have additional questions, you may send a Secure Message from our website or contact us at XXXX, Monday through Friday  from XXXX XXXX to XXXX XXXX ET. If you have a hearing or speech impairment you may reach the relay service at XXXX and then choose option 1 for Citizens One Home Loans. Sincerely, Citizens One Home Loans XX/XX/XXXX - ... ... I am not new to Citizens Home Loan ... ... XXXX XXXX is going through the process to assume our loan and faxed in documents ... ... ... Questions not answered .... The letter dated XX/XX/XXXX to XXXX XXXX provided fax # XXXX to send all requested documents to. Today I was informed this was the INCORRECT fax number and went to the VA Dept? How was the wrong number provided on the letter and what will this dept. do with the documents? I was advised there is no way to have these forwarded to assumable loans dept? 
XX/XX/XXXX - Dear XXXX XXXX XXXX, Thank you for your recent inquiry regarding your mortgage loan. The assumption package was received by our Special Loans Department on XX/XX/XXXX. A letter was mailed out due to the assumption package missing several required items. Please contact our Customer Service Department at XXXX, regarding this matter. If you have additional questions, you may send a Secure Message from our website or contact us at XXXX, Monday through Friday from XXXX XXXX to XXXX XXXX ET. If you have a hearing or speech impairment you may reach the relay service at XXXX and then choose option 1 for Citizens One Home Loans. Sincerely, Citizens One Home Loans Letters : Initial letter dated XX/XX/XXXX from Citizen Home Loan. Indicated that following items must be received within 30 days of receipt of letter. 
Uniform residential loan application Borrowers certification & credit authorization Payroll advices ( copies ) for the most recent month IRS W-2s ( copies ) for the past 2 complete tax years For applicants who are commissioned or receive bonus income : The past 2 years of signed deferral tax returns ( copies only ) unsure if it applies For applicants who are self employed does not apply For applicants who are retired does not apply For applicants who have been rending for the past 2 years : Provide the complete mailing address and phone number for your landlord for the last 2 years For applicants who own rental property does not apply For applicants with a prior discharged bankruptcy does not apply Bank statements for the 2 most recent statement periods ( copies ) Current mailing address for current borrower Request for transcript of tax return Borrowers signature authorization Signed copy of this letter Request for additional information letter dated XX/XX/XXXX from Citizen Home Loan. Indicated that following items must be received within 15 business days from date of letter. Provided fax number XXXX ( THIS IS THE FAX NUMBER FOR VA LOAN DEPT, so following documents were sent to this and we were advised to resend because they did not have access to obtain these documents. This was refaxed to corrected number ) Complete HR contact information ( name of HR Representative, phone number or email address ) for the following companies so that they can verify employment and income : o XXXX XXXX XXXX o XXXX XXXX XXXX XXXX Explain relationship of XXXX  XXXX XXXX  and XXXX XXXX shown on the loan application Provide updated paystubs Provide updated 401k statement Provide XXXX XXXX  statement for XX/XX/XXXX & XX/XX/XXXX W-2 Forms for XXXX Complete landlord/management company information ( name, phone number or email address ) so they can verify rental payment history for past 12 months. 



Request for additional information letter dated XX/XX/XXXX from Citizen Home Loan. Letter received in mail on XX/XX/XXXXIndicated that following items must be received within 15 business days from date of letter. Provided fax number XXXX ( THIS IS THE FAX NUMBER FOR VA LOAN DEPT AGAIN, Which I questioned in my secure message # 5 and did NOT receive a response to ). 
Explain Relationship of XXXX XXXX XXXX  on your paystubs and XXXX XXXX shown on loan application o ( THIS WAS PROVIDED IN RESPONSE TO ABOVE LETTER Provide updated 401K statement o THIS WAS PROVIDED IN RESPONSE TO ABOVE LETTER Complete 12 months verification of rental payment history for property located at XXXX XXXX XXXX XXXX PA XXXX. We need to establish a 12 month history from your rental address. 
o LANDLOARD CONTACT INFORMATION WAS PROVIDED IN RESPONSE TO ABOVE LETTER. WHY DID THEY NOT CONTACT LANDLOARD OR ASK FOR THIS PAYMENT HISTORY IN ABOVE LETTER.