Consumer complaint received 2019-03-04
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — 
Company: CITIZENS FINANCIAL GROUP, INC. (NC)

Summary : Our mortgage company 's property loss division is refusing to release funds to us following the completion of repairs on our home that was damaged during Hurricane Florence. 
The mortgage company, XXXX XXXX XXXX, utilizes XXXX to handle their loan servicing, and the customer service we have received thus far has been unacceptable. They do not communicate important information and you can not speak with any management there directly unless they call you. 

On or about XX/XX/XXXX we reported storm damage to our home resulting from Hurricane Florence to our insurer ( XXXX ) and our mortgage company ( XXXX XXXX ). An adjuster was sent out shortly thereafter and a report was made that resulted in the issuance of a check in early XX/XX/XXXX for {$24000.00} to begin repairs. The check was taken to an office of XXXX XXXX to be endorsed so we could deposit the funds. When we returned to the home after the evacuation, we discovered additional damage not noted by the adjuster. We worked with a storm mitigation company, XXXXXXXX XXXX XXXXXXXX XXXX XXXX of XXXX, FL, to demolish and clean the storm damaged portions of our home. This required the removal of significant drywall, insulation, and flooring. The insurer paid XXXXXXXX XXXX  XXXX {$27000.00} directly in XX/XX/XXXX. On XX/XX/XXXX, the insurer also paid {$13000.00} to us directly for flooring repairs and another check that was sent to XXXX XXXX for endorsement. It too was endorsed and returned to us for deposit. 

On or about XX/XX/XXXX, we submitted our final settlement request to our insurer to cover the remaining damage. At this time, we were about 90 % complete so we sent a request to XXXX XXXX to schedule an inspection. Our request was canceled but no one called us to explain why nor to even notify us of the cancellation. We contacted XXXX  on or about XX/XX/XXXX to inquire about the inspection and the agent was unable to explain what happened. However, we learned that XXXX now wanted significantly more documentation and agreements to be signed before they would process our claim. We submitted additional documentation at that time that explained the basis for the entire claim amount ( {$84000.00} after deductible in total ) and put in a second inspection request at that time which also inexplicably was cancelled. 

In early XXXX, I spoke with another agent and requested that I receive a call from a manager. Two days later, a XXXX manager, XXXX XXXX, contacted me and explained that they needed additional information from us. We identified what should be provided by the insurance company and I contacted our adjuster who forwarded the letter on the same day ( XX/XX/XXXX ). This was submitted to XXXX at their web site. Shortly thereafter, XXXX   informed me that the information was not what they needed and they wanted additional information. XXXX contacted the insurance company adjuster directly to speak with them. The insurance company again forwarded the requested information. Our insurance agent also contacted XXXX  on our behalf to get this matter resolved. On or about XX/XX/XXXX, I submitted a third request to XXXX for an inspection. At this point we are essentially 100 % completed on our repairs. This too was canceled without notice or explanation. Today, XX/XX/XXXX, I contacted the mortgage company and spoke to XXXX regarding this matter. She tried to help me but said she needed to get a letter from the insurance company regarding the basis for two of the payments ( {$13000.00} and {$19000.00} checks ). She called and spoke to XXXX at my insurer and said that they would be sending a letter today and that it would take 24-48 hours before it would be available for review on XXXX  system. At this point, I dont have confidence that this will result in an inspection being scheduled. 

My understanding is that under the law, the mortgage company can not retain funds once the insured property has achieved 100 % completion of repairs. I do not understand how XXXX can continue to engage in these practices.