Consumer complaint received 2019-02-24
Product: Mortgage — VA mortgage
Issue: Struggling to pay mortgage — 
Company: CITIZENS FINANCIAL GROUP, INC. (WY)

Well to start off I have been dealing with this for over a year now with this company. I have had to fax them numerous documents that they have requested from me. I have faxed them documentation to get the mortgage modified and assume it. I would fax this stuff and be told by different employees that they had everything they needed and that they would be sending a payment plan that I needed to follow for a certain amount months and then they would be able to do the assumption and modification. Then to only call a few days later and told my file was closed and I had to start all over again. This has happened at least 8 times. Then back in XX/XX/XXXX I called to see about negotiating the payoff and was told by another employee that they could do that but I needed to contact their attorney and have her request that from them. So I wasted over a week and half trying to get in contact with her to start that process because I was able to send them {$8000.00} at that point, only to find out from XXXX XXXX with the Wyoming VA that no they can't negotiate the payoff amount. Everytime I call I speak to a different person and no one seems to know what is going on. I got Probate open and they game me a forbearance program that I was to follow which started in XX/XX/XXXX. I have paid them {$5.00} a month every month since XX/XX/XXXX, sent to the exact address that they stated on my Forbearance. They have now stated that I didn't follow my forbearance and that I missed XX/XX/XXXX payment and are trying to forclose on my house XX/XX/XXXX. I have not missed one payment what so ever and have provided them proof of this. They received my XX/XX/XXXX  payment and they have cashed it, all of which I provided them. Also, I sent them XX/XX/XXXX payment in XX/XX/XXXX which they received and held on to and then refused it and sent it back to me. However, I did not get that payment back to me until the XXXX of this month. I was told by the postal service that they refused that payment and finally sent it back to me. So I sent XX/XX/XXXX payment and XX/XX/XXXX payment to them on XX/XX/XXXX but this time I sent them certified mail return receipt with asignature required. This way I have tracking and a name to find out who is doing this. I feel that they a doing this on purpose. Also, one day I will call and be able to speak to someone about my account and then the next day I will calm and they will say that I am not an authorized person on the account and they can't give me any information. They have been sent the court paperwork appointing me executor of my father 's estate at least six times. They have been sent that by me at least three times, XXXX XXXX with the VA at least 2 times and my probate attorney 1 time. And if I am not authorized on the account and they can't talk to me then how am I on a forbearance with them on this account. They have wasted my time and the VA '' s time. They are unprofessional, unethical and completely unorganized. They have misrepresented things to me on numerous occasions and given me the run around for over a year. I have worked in the escrow field for over 15 years and I have to say that I have never dealt with a poorer mortgage company in my life. I have also filed a complaint with there company as well. Not only I, but XXXX XXXX with the VA who is assisting me with all of this has requested to them to cancel the sale on XX/XX/XXXX and we have yet to get an aswer from them. They have been provided every document that they have ever requested from me numerous times. They have gotten these not only from me but also from XXXX XXXX with VA.