Consumer complaint received 2015-06-01
Product: Mortgage — Conventional fixed mortgage
Issue: Loan servicing, payments, escrow account — 
Company: CITIZENS FINANCIAL GROUP, INC. (CT)

My husband was severely injured at work. We were receiving XXXX XXXX payments. At times the payments were delayed for a few weeks at a time. We had delayed paying our property taxes so CCO Mortgage made our payment on our behalf. They notified us our next months mortgage payment of {$550.00} would include an additional {$630.00} to pay back to escrow. This was XX/XX/XXXX. We paid the {$1100.00} for XX/XX/XXXX-XX/XX/XXXX. XXXX we paid {$1100.00} they held this payment and it was not applied to the XXXX bill because it was {$6.00} short. I had assumed that it was being held due to us applying for a loan Modification in XXXX. ( We were denied a modification in XXXX. ) XX/XX/XXXX we received the {$1100.00} check in the mail and that is when I was told the payment was not applied for XXXX because it was {$6.00} short. They would not accept any payment except for the total past due {$3500.00}. I was told If we paid off the Escrow balance of XXXX and include a letter stating you do not want them to pay the taxes ( non-Escrowed ) Then our past due payments would return to the regular affordable amount and we would be able to catch up. We sent them a Check for {$1800.00} certified on XX/XX/XXXX. I called CCO Customer Service department to let them know I sent the check and to make sure they would not pay the upcoming property tax bill due by the end of XXXX so we could catch up. The next day CCO Paid the property taxes. They received our payment of the past due escrow and would not adjust our past due payment amount. Nothing was adjusted, this is after attempting to have at least XXXX different people look at our account and see that we would be overpaying our negative escrow balance by over XXXX. Getting in contact with them and being transferred from XXXX department to another and back several times and getting disconnected during the transfer seems to be their specialty. As well as conflicting answers and unwillingness to help or understand. We had not paid since XX/XX/XXXX. Or XX/XX/XXXX bill went up to $ XXXX.No answers for that from CCO. XXXX XXXX Applied again for loan modification. Sent every single form requested in a XXXX inch thick full envelope. Called made sure it was received and if anything else was needed, ( I knew what was expectedfrom the prior modification attempt. ) I was told it would take time to see what was needed and I would be contacted. I called back at least XXXX times a week to see if anything else was needed. On XXXX XXXX I was told I needed XXXX forms which I faxed to my servicer on that same day. Confirmed she received them after several frustrating phone calls being bounced around.From XXXX XXXX to XX/XX/XXXX I spoke to CCO Mortgage to keep everything up to date that was needed for the modification, faxed everything that was requested each week, even paystubs and bank statements that were not even requested I faxed. I have my phone records showing over XXXX hours and XXXX minutes on the phone with CCO Mortgage. On XXXX I was adamant about talking with someone because my servicer was not available, or not in, or I was told she would call me back and never able to reach her or receive a call back. I spoke to another loan specialist, she asked for more of the same forms I had faxed to my original servicer more than once. I sent them all to her as well as my original servicer. I received an Email back from my original servicer stating " Unfortunately you were misinformed about your file. The file was removed from loss mitigation on XXXX She stated she would have the file reviewed.I have XXXX help line investigating and they are getting no where CCO is Requesting another extension until XXXX. We have again paid off our escrow balance and they are not adjusting the payments still. Right now they are billing for XXXX. Over {$4700.00} to Escrow Balance of $ XXXX.Praying for answers.