Consumer complaint received 2024-05-03 00:00:00
Product: Mortgage — FHA mortgage
Issue: Struggling to pay mortgage — Foreclosure
Company: CITIZENS FINANCIAL GROUP, INC.
State: MN

Complaint narrative:
Timeline for contacting Citizens one ( Bank, Mortgage ) and XXXX, XXXX XXXX XXXX,XX/XX/XXXXXX/XX/XXXX recd email from Citizens for year-end tax statements for XXXX. Just a reminder they will let me know when they are ready. Has information to sign up for the mobile app. I wasnt able to sign up as the account was not found. 

XX/XX/XXXX email from Citizens that the year end tax statements were available online. In order to access the account, it has that we needed to enroll. Gave enrolling information. I wasnt able to log into an account as every time I entered the information the account wasnt found. 

XX/XX/XXXX I received text messages ( XXXX ) to sign paperwork for when XXXX XXXX was behind on payments. I was told I needed to sign this paperwork because we were separated. I was living at the residence but had no idea how far behind he was. He claimed when he was sick in XXXX that he couldnt pay due to not working. At this time covid was around but he collected unemployment as well as XXXX. We had an agreement that he paid the house payment and I paid all of the other bills since XXXX. 
I found out when he left in XX/XX/XXXX that the house was going to go into foreclosure. I received certified mail in his name. 

XX/XX/XXXX received text message to sign this paperwork but XXXX XXXX getting back to her or me. Citizens provided my personal cell and his. 

XX/XX/XXXX received a text message that we were ready to sign for a loan modification. I was unaware but XXXX contacted them. 

XX/XX/XXXX received a text message that XXXX was waiting to see if he was getting some XXXX to help pay the XXXX that was owed. He didnt want to do the loan modification if this XXXX would be issued. The account was put on hold. 

XX/XX/XXXX XXXX told me and XXXX he was ready to sign. He came to the house so that we could sign paperwork. 

XX/XX/XXXX XXXX didnt tell the bank he didnt live at the house. So I was uncomfortable signing but I didnt want to loose the house. We were told by the XXXX XXXX XXXX that came to the house for XXXX and I to sign and notarize paperwork, that we would be getting a statement and follow up paperwork. Paperwork states under where I signed that signing solely to acknowledge this Agreement, but not to incur any personal liability for the debt. 

XX/XX/XXXX did not get a bill or statement from Citizens, XXXX stated he thought all was good, but he was going to call them. I tried but was told nothing due to not being on the loan. 

XX/XX/XXXX I am still asking to get a statement from Citizens. 

XX/XX/XXXX no statement and XXXX hasnt called to get an update XX/XX/XXXX no statement yet and XXXX hasnt called. I tried calling Citizens again but could only get some information this time but nothing about the loan. 

XX/XX/XXXX Citizens told XXXX they were going to send out a statement. 

XX/XX/XXXX No statement and this is the XXXX month nothing was paid. XXXX states when he called they told him the paperwork wasnt finalized yet. He mentioned to them that the last time he called he was told it was accepted. They told him the paperwork wasnt finalized yet. 

XX/XX/XXXX still nothing from Citizens. XXXX called and they told him the paperwork wasnt finalized yet. We would get notification of the changes and statement due. 

XX/XX/XXXX received a letter dated XX/XX/XXXX from Citizens that XXXX is overdue. XXXX stated he was told the loan wasnt approved yet and each time he called Citizens gave him a different explanation. This was a default letter that a breach was made from the Note and the Mortgage or Deed of Trust. Not making a payment for XX/XX/XXXX and XX/XX/XXXX. 

XX/XX/XXXX XXXX XXXX Citizens and asked about putting the loan in my name but they told him it wasnt possible without me doing a refinance. 

XX/XX/XXXX I called Citizens again but was told XXXX needed to give a verbal so I was able to talk to them. We didnt have an online account and I wanted to set one up to make payments faster. 

XX/XX/XXXX received a statement and the payment was XXXX due XX/XX/XXXX. 

XX/XX/XXXX XXXX called Citizens to give a verbal like they told me to have him do. They told him the verbal only applied if he was speaking to them then handed me the phone. He doesnt live in the house I did. 

XX/XX/XXXX received a confidential letter I had to sign for. I let XXXX know and he gave me permission to open it. Paperwork was if we wanted to do a loan modification. I thought we just did a loan modification in XXXX We never received a statement until it wasXX/XX/XXXX days late already. 
The bank told us that in order to lower the payment ( modification ) XX/XX/XXXXXX/XX/XXXX of on time payments needed to be done. We were told wed get a statement and never did. 

XX/XX/XXXX received letter from Citizens that payment will be {$1500.00}. A escrow shortage of {$1600.00} is due and can voluntary be paid or it would be collected in equal amounts. Escrow shortage payment coupon Loan # XXXX in amount of {$1600.00} to be mailed to Citizens XXXX XXXX XXXX XXXX,XX/XX/XXXXXXXX. 

XX/XX/XXXX called Citizens to get paperwork so I was able to call to make payments, talk to them about the loan. 

XX/XX/XXXX A call was made again from XXXX to ask about getting an online account. He was told to go online and sign up. They had the account locked due to the only way for him to get the password was through text. They had his old phone number, this is still not changed. 

XX/XX/XXXX received letter ( dated XX/XX/XXXX ) from Citizens that effective XX/XX/XXXX XXXX payment will be {$1600.00}. This has total escrow due is Property Tax XXXX, XXXX XXXX XXXX XXXX and Mortgage Insurance XXXX total {$6900.00}. Their estimated total for the next XX/XX/XXXX months. 

XX/XX/XXXX XXXX that the forbearance loan modification were not done due to getting a XXXX. The XXXX goes against the XX/XX/XXXX and will be collected when the house is sold. Payment for XX/XX/XXXX will now be {$1800.00}. This left a balance of about XXXX. 

XX/XX/XXXX called Citizens about letter received. I was told by the associate that XXXX should be liable for making payments but for me to make them from my bank account. I was told to get the XXXX paperwork to them ASAP. I needed to call no later than the XXXX of each month to make a payment. She could not give me the information so that I could go online to make a payment at that time? 




XX/XX/XXXX told by divorce Lawyer XXXX XXXX that a payment would not be due until XX/XX/XXXX. 

XX/XX/XXXX recd XX/XX/XXXXdisclosure notice from Citizens, A brand name of citizens bank, XXXX XXXX XXXX XXXX XXXX XXXX, VA XXXX. Advising requirements to be followed to accomplish a prepayment of the mortgage amount good through XX/XX/XXXX in amount of {$190000.00}. XXXX XXXX XXXX XX/XX/XXXX email from Citizens about tax statements. 

XX/XX/XXXX received an email confirming that a payment of {$9300.00} was made. On the email it stated Your next payment is due XX/XX/XXXX. 

XX/XX/XXXX received email from citizens at XXXX. XXXX XXXX Authorization paperwork to be signed and faxed to XXXX or mailed to Citizens XXXX : XX/XX/XXXX Was sent to my main email address XX/XX/XXXXXX/XX/XXXX email with XXXXXX/XX/XXXX 

XX/XX/XXXX a third party letter signed by XXXX was faxed to Citizens by my divorce lawyer again. 

XX/XX/XXXX Called Citizens to see if they could fix the online account. The wrong phone number for XXXX was still the contact to which I could change the password. I was told they didnt have authority to get any account information. I was sent to XXXX different people in different departments before they said they didnt have notes on the account of me being able to get account information. I was directed to refax or mail this then call customer service back. 

XX/XX/XXXX received paperwork with this date. Assumption paperwork included. 

XX/XX/XXXX email from Citizens with information to sign up to have automatic withdrawls from your bank. Could be paid monthly or bi-weekly. I tried to sign up but no account was found. 

XX/XX/XXXX email citizens with a reminder to make payment. I called Citizens to make sure they knew I would make the payment on or before XX/XX/XXXX. They said they would put it in their notes. 

XX/XX/XXXX received loan assumption paperwork and was filled out signed and Divorce lawyer sent paperwork. 

XX/XX/XXXX called and made payment in the amount of {$1700.00}. 

XX/XX/XXXX received email that payment was made on XX/XX/XXXX. 

XX/XX/XXXX loan assumption paperwork was sent to Citizens. I called to check when this would be looked at. I was told they could not give me any information due to not being on the loan. I had to remind them of the XXXX XX/XX/XXXX that was faxed to them over a month ago. I was then told by my XX/XX/XXXX I needed to tell them to look for the XXXX party consent in a certain spot in their files. 

XX/XX/XXXX Called Citizens and got a run around about the XXXX party consent and the assumption paperwork. I paid the payment on the XXXX like they said I could but the next bill had late charges. I was told it would be taken off and when I called to make a payment to just pay the initial payment not the late charges. 

XX/XX/XXXX called and made payment of {$1600.00} over the phone. 

XX/XX/XXXX XXXX recd email confirmation that a payment was made XX/XX/XXXX {$1600.00}. 

XX/XX/XXXX XXXX stated that he received a call from Citizens and that he needed to call back. When he called they didnt know why a message was left for him to call. 

XX/XX/XXXX email recd by Citizens that real estate taxes and/or special assessments were paid from the escrow account. Process date XX/XX/XXXX Description XXXX XXXX XXXX in the amount of {$1400.00}. 

XX/XX/XXXX Called Citizens about payment. I asked why this wasnt included in my payment like the letter said from XX/XX/XXXX? I was told by customer service that this was separate from what was owed. I didnt understand but they let me know its part of their process. 

XX/XX/XXXX called Citizens to make a payment. The amount given to me to pay was {$3300.00} and no other choices. I had to pay this amount and when I called I was told it was from an accrual for late charges from previous. 

XX/XX/XXXX recd email confirmation for payment of XXXX on XX/XX/XXXX. 

XX/XX/XXXX called Citizens ( my daughter called ) The amount due was XXXX knowing the payment I wrote down to pay was XXXX. She didnt make the payment. I called and tried to make the normal payment but wasnt able to. I couldnt afford XXXX again. 

XX/XX/XXXX Called Citizens to ask why payment was the same as last month. I had to be sent to customer service as they needed to figure out if I was authorized to get information on the account. 

XX/XX/XXXX XXXX called the bank about a letter he received about owing XXXX still on the house. The loan was put to the end of the loan. I called to ask what this meant and I was told they could not give me any information. Im the one making the payments and I cant know what is going on? 

XX/XX/XXXX called citizens and made payment {$1600.00}. 

XX/XX/XXXX recd email confirming payment that processed XX/XX/XXXX. XXXX says next payment due XX/XX/XXXX. 

As of XX/XX/XXXX XXXX blocked my number so anything to do with the mortgage I called. I would get different responses each time Id call. The only way Id know what was going on was when he would tell XXXX of our daughters I needed to call the mortgage company. 
Last payment I made was XX/XX/XXXX due to waiting for Citizens bank to get back to me about the loan assumption. I had lost my employment and was in search of a new job. I did call Citizens to see what I could do. I was advised to have XXXX and I fill out an application for review. 

XX/XX/XXXX recd letter about missed payments dated XX/XX/XXXX. In XXXX name but I was okd to open. Instructions to fill out an application paperwork to see if we were eligible but no application was enclosed. Gave where to find these documents. I printed and made copies of everything but wasnt sure where to send. 

XX/XX/XXXX called citizens to either get the application and where to send exactly. I was told to fax to Attention Customer service XXXX. I faxed information from my phone. 

XX/XX/XXXX called and made payment {$1600.00}. 

XX/XX/XXXX recd email confirming payment XX/XX/XXXX for {$1600.00}. Next payment was due on XX/XX/XXXX. 


XX/XX/XXXX called Citizens to let them know I still was without employment and needed to know the status of the paperwork for help. They were going to mail again because they did not receive it. She said she was mailing it that day. The instructions would be included and where to send back. She said it would take up toXX/XX/XXXXdays for an answer if I was eligible or not after they receive the paperwork. I asked why they didnt receive the last paperwork I sent. I was told that maybe it wasnt uploaded yet. She was going to send the paperwork out anyway. 

XX/XX/XXXX recd certified letter for XXXX. I had to email theXX/XX/XXXX to get permission to open and it was granted. Letter dated XX/XX/XXXX records showed loan wasXX/XX/XXXX days in default the amount of {$1800.00} was due immediately. Given options to contact HUD to locate programs and counseling. To discuss and find a solution to call XXXXXX/XX/XXXXXXXX. Website for HUD was given and a number XXXX. I called and was told to send proper paperwork. Which was already sent but no record of it. 

XX/XX/XXXX recd paperwork dated XX/XX/XXXX for options to help. Letter was in XXXX name again. I was given permission by email from XX/XX/XXXXto open the letter. 

XX/XX/XXXX called Citizens to find out about the assumption paperwork. I recd paperwork but didnt want to open it since it wasnt in my name. It was addressed to XXXX XXXX. I tried to tell them to send it in my name. I was transferred to customer service, and they told me theyd send me a packet in my name. I contacted the divorce lawyer to see if he could contact XXXX. 

XX/XX/XXXX Divorce final called Citizens to get fax information again to send them the information. I was told again that they did not receive the paperwork. I needed to include the divorce degreeXX/XX/XXXXalong with the application paperwork. 

XX/XX/XXXX received paperwork from Citizens but in XXXX name. Since I couldnt get ahold of him I didnt open the packet. I called Citizens and let them know again that XXXX XXXX lived at the house since XX/XX/XXXX and if all paperwork could be addressed to me or both of us. I was told theyd send what I needed in my name. 

XX/XX/XXXX3 Divorce, assumption XXXX party notification and all legal documents were faxed. I was told to fax to XXXX. Faxed from XX/XX/XXXX on XX/XX/XXXX at XXXX AM. Confirmation XXXX XX/XX/XXXXreceipt XXXX in the amount of {$33.00} to have certified fax and confirmation. 

XX/XX/XXXX per divorceXX/XX/XXXXdegree deed needed to be changed by XXXX but wasnt done within the XXXX tome frame. EmailedXX/XX/XXXX and was told to find a title company. 

XX/XX/XXXX found help to get title for a quick claims deed. Recd paperwork by email and paperwork was signed and notarized by XXXX by XXXX XXXX XXXXXX/XX/XXXX 

XX/XX/XXXX paperwork was recd signed by mail. I filed with the XXXX XXXX XXXX XXXX and XXXX at XXXX and paid a fee of {$52.00}. 

XX/XX/XXXX received letter Notice of Default from XXXX, XXXX XXXX XXXX, XXXX. XXXX a message on XXXX. XXXX was dated XX/XX/XXXX in mine and XXXX name. Payment of {$10000.00} was due. Has husband and wife but divorce was final XX/XX/XXXX and paperwork was sent many times. Their file XXXX : XXXX XX/XX/XXXX called and left XXXX messages for a call back from Attorney. 

XX/XX/XXXX Called XX/XX/XXXX and left a voice message for a call back and that I left XXXX voice mails XX/XX/XXXXdays ago with no call back. 

XX/XX/XXXX Called Citizens to find out if they can help me. I was given HUD website information. I was able to contact through email my situation. 

XX/XX/XXXX recd another another letter from XXXX, XXXX XXXX XXXX, XX/XX/XXXXXXXX XXXX XXXX XXXX XXXX XXXX, XXXX XXXX,XX/XX/XXXX XXXX, fax XXXX. XXXX dated XX/XX/XXXX addressed to me for a pay off as XX/XX/XXXX of {$180000.00}. Copy of a preforeclosure XXXX Notice was enclosed. 

XX/XX/XXXX Called XXXX XXXX HUD and left a XXXX recd a call from XXXX and scheduled XXXX meet with her on XX/XX/XXXX XX/XX/XXXX XXXX XXXX HUD counselor called Citizens bank. They never recd any paperwork from me that stated. When asking what my options were they werent able to explain. When asking about the escrow balances from month to month with great balance abnormalities. XXXX questioned the details XX/XX/XXXXXXXX statement escrow was -- -- XXXX, balance due was XXXX on XXXX XXXX XXXXXX/XX/XXXXXXXX escrow was XXXX, balance due XXXX, due date XX/XX/XXXXXXXX before XXXX XXXX to avoid late charges. Recent account history has XX/XX/XXXX pd in full XX/XX/XXXX, XX/XX/XXXX paid in full XX/XX/XXXX, XX/XX/XXXX paid in full XX/XX/XXXX.XX/XX/XXXXXXXX statement escrow was XXXX with balance due of XXXX due XX/XX/XXXX. XXXX XXXX, XXXX statement escrow was XXXX and payment due XXXX due XX/XX/XXXX. XXXX, XXXX statement escrow XXXX, payment due XXXX, XXXX, XXXX. This statement doesnt show payments that were made. 

XX/XX/XXXX statement escrow XXXX, payment due XXXX. Doesnt show payments already made. 
Next statement recd was for XX/XX/XXXX, escrow XXXX, payment due XXXX on XXXX XXXX. 
Escrow XX/XX/XXXX was XXXX, escrow for XX/XX/XXXX XXXX due XX/XX/XXXX XXXX. XX/XX/XXXX statement XXXX, payment of XXXX due XX/XX/XXXX. O Escrow payment was explained to be a payment of XXXX, then we were told XXXX by another department. When switched to customer service again it was XXXX and we asked to speak with a supervisor. We were told the supervisor wasnt available and that she would call back. Due to me having to schedule an appointment we asked to get a deffinate time theyd call. They could not give us one. We were told to fax to Citizens Bank Customer Service to XXXX. We were told that the fax number I faxed to in XXXX they didnt recognize as a fax number of theirs. Paperwork was faxed from XXXX. 
We were told to wait for paperwork to be approved and that it could take up to XX/XX/XXXX days after they receive and upload the paperwork. 
Was told to go on their website to be able to log on https : XX/XX/XXXX We were able to create a log in and sent by email documents that were for their application process along with faxing the information. 

XX/XX/XXXX XXXX XXXX left a message for theXX/XX/XXXX at the number provided for a call back. 

XX/XX/XXXX XXXX XXXX and I called Citizens bank back and were sent to Customer Service. They told us that the loan needed to be assumed into my name before they could help me with the loan hardship. It was explained that this paperwork was sent a few times and we were told they didnt receive it. 

XX/XX/XXXX received an email that the account was XX/XX/XXXX days late. 

XX/XX/XXXX I emailed XXXX XXXX because I wasnt able to log onto the Citizens website and havent recd any paperwork yet. I also lost my job and I wanted to update her with the letter I received for my termination. 

XX/XX/XXXX appointment with XXXX XXXX HUD counselor. We called Citizens bank and were told they couldnt give us any information and were sent to XXXXXX/XX/XXXXXXXX. We werent able to get a straight answer. Told to call back on XX/XX/XXXXXX/XX/XXXX at XXXX after XXXXXX/XX/XXXXto verify they received paperwork XXXX was another number given to call. These numbers were wrong when I called back a XX/XX/XXXX or so later. 

XX/XX/XXXX recd certified letter and my daughter had to sign for the letter. XXXX XXXX paperwork summons from Citizens Bank XX/XX/XXXX, Myself, XXXX XXXX XXXX, XXXX XXXX XXXX, acting by and through XX/XX/XXXX, and all other persons unknown claiming any right, title, estate, interest or lein in the real estate described in the complaint herein, XXXXXX/XX/XXXX.XX/XX/XXXX other civil Mortgage Foreclosure by action. Has for me to log onto XX/XX/XXXX courts website to fill out an answer within XX/XX/XXXXdays from date received, or XX/XX/XXXX days if in the XXXXThe nature of the action is judicial foreclosure. Name on this is XX/XX/XXXX Dated XX/XX/XXXX XX/XX/XXXX emailed XXXX XXXX about the paperwork. 

XX/XX/XXXX called and XX/XX/XXXX on her XXXX that I havent heard from the mortgage company and that Ive left messages with theXX/XX/XXXX and no call back. 

XX/XX/XXXX Emailed XXXX XXXX that the number that were given were wrong XXXX wouldnt go through and the other wasnt customer service. I had to explain t them the situation to only be told they they couldnt give me any loan information because my name was not on the loan or authorized to give information to. I was also told there was no notes or documentation about our calls from previous. I told her I wanted a supervisor to call me back. They ( she said her name was XXXX ) scheduled for me to get a call back on XX/XX/XXXX between XXXX from the supervisor. 

XX/XX/XXXX XXXX XXXX emailed me back that she wasnt available and that when we called we talked to XXXX XXXX and and XXXX from our last phone call together. 

XX/XX/XXXX No call from the Supervisor. I emailed XXXX to let her know. 

XX/XX/XXXX XXXX emailed me to set up an appointment to make phone calls again. Appointment was scheduled for XX/XX/XXXX. 

XX/XX/XXXX recd a XXXX from XXXX from Citizens the supervisor for customer service. She advised for me to contact anyone at customer service and they could be able to give me the notes she left on the account for me. The number was XXXX. 

XX/XX/XXXX XXXX and I called Citizens and were connected with customer service they told us we werent authorized to get account information. He gave me what was owed but no notes on the loan. 
We were sent to collections and spoke to XXXX XXXX he said we needed to talk to someone in research and fulfillment their number. After explaining to him what was going on he explained to fax paperwotk to XXXX, this was done right away. 
He explained he cant give out any other information but did tell us to fax the necessary paperwork and that theyd work on this and it would be XXXX days after they receive the paperwork. 

XX/XX/XXXX recd email from citizens to my personal email at XXXXXX/XX/XXXX that this is a notice that they closed their review for assistance package. To contact them but no name or number was listed. 

XX/XX/XXXX recd email from citizens to my personal email at XXXX Notice to inform that they received and are currently working on items sent by me. If questions contact XXXX XXXX below : No name or XXXX provided. 

XX/XX/XXXX recd email to my personal email from Citizens at XXXXXX/XX/XXXX Notice is to inform you that we received and are currently reviewing additional items sent by you. XXXX XXXX XXXX below : No name or Number provided. 

XX/XX/XXXX recd email from Citizens at XXXX PM Congratulations! Your package has been deemed complete. If questions contact XXXX XXXX below : No name or Number provided. 


XX/XX/XXXX appointment with XXXX XXXX HUD counselor called Citizens and spoke with XXXX to be told there were no notes or paperwork on the loan. She said we basically needed to contact theXX/XX/XXXXinvolved. Because they no longer where able to deal with the loan. She said we needed to contact them and send them the paperwork. XXXX we left message for the attorney XXXX for a call back. She also said special loans where not performed by research and fulfillment. 

XX/XX/XXXX contacted commerce spoke with XXXX about the bank. We were told to call XXXX. Spoke to XXXX she explained that citizens bank wasnt in there jurisdiction. She said for us to file with CFPB. Gave the web site XX/XX/XXXX XXXX from XXXX with XXXX, XXXX XXXX XXXX. XXXX at XXXX. She was returning our call nd gave her direct line XXXX. Left message for a call back. XXXX left message for a call back. 

XX/XX/XXXX Called XXXX fromXX/XX/XXXXand left a detailed message for a call back. I called the attorneys office also and left a message. XXXX also called and left a message for them. 

XX/XX/XXXX XXXX emailed me that he recd paperwork and that he called Citizens and they told him I was behind on payments from XX/XX/XXXX. They also let him know that no attempts were made by me to contact them. He threatened to sell the house to a friend of his that bought foreclosed houses. He then told me hed see me in court. He said hed be contacting theXX/XX/XXXXand if I dont show up in court Ill lose the house and be in contempt of court. I do not have any paperwork with a court date. 

XXXX XXXX to contact a XX/XX/XXXXI called XXXX XXXX to help me with what to do and if I could sell the house. I emailed XXXX all documents to review. She called the XX/XX/XXXXand left a message. Left message while on phone with XXXX to the XX/XX/XXXX for a call back XXXX. 
XXXX calledXX/XX/XXXX and was sent to XXXX XXXX XXXX leave a message. 
XXXX called the XX/XX/XXXXand left message on main number and XXXX XXXX 

XX/XX/XXXX XXXX left message with the courthouse XXXX XXXX court XXXX XXXX. I called XXXX XXXX XXXX about the deed it was issued XXXX in my name. 

XX/XX/XXXX XXXX was able to get ahold of XXXX of theXX/XX/XXXX after she threatened to call the attorney general. TheXX/XX/XXXX told her she needed to look on page XXXX of the paperwork for the amount due. He wouldnt give that information to her. After looking through paperwork sent I did not receive page XXXX. Just pages XXXX.

Company response to consumer: Closed with explanation