Consumer complaint received 2023-02-15 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Applying for a mortgage or refinancing an existing mortgage — 
Company: CITIZENS FINANCIAL GROUP, INC.
State: IL

Complaint narrative:
I reside in XXXX, IL. I am writing to you to desperately enlist your aid in resolving a years-old matter involving an unfulfilled discount owed to me by Citizens One Mortgage , formerly known as RBS Citizens , aka Charter One. 
In XXXX, I was a single parent attempting to move my son and myself from renting a home in a violent neighborhood to purchasing a home in a much safer environment. A recession was brewing and with aid provided in large part due to President Barack Obama, I was finally able to look forward to home ownership. 
With my realtor, after searching for quite some time, and having two properties fall through, I was finally able to find a home that I adored in XXXX. I then began the process of securing a loan to purchase the home. I was new to this foray into home ownership. Citizens Bank was recommended to me by a coworker of whom they had used. So I gave them a try. 
The communication and working relationship with the loan officer, XXXX XXXX XXXX, then XXXX XXXX, loan processor, was tenuous at best. Many times they were not very pleasant and very curt. Through the constant phone tag and having to repeatedly ask the same question over and over just to get an answer was nerve wracking, but I persevered because I wanted to put a contract on the home and not lose it, and I had already begun the process with XXXX. 

At the time I reached out, I had-and continue to have- an excellent credit score. XXXX suggested that I do a conventional loan due to my credit score. I did ask XXXX if the rate of 5.25 % was the best he could give me. He assured me that was the best, although I wasnt so sure. In the process of gathering all pertinent documents and materials necessary to obtain financing, I discovered that Citizens had a promotion ( Circle Gold ) wherein I could obtain 1/8th % off my mortgage of {$170000.00}. I spoke to a local banker by the name of XXXX XXXX who assured me that I qualified. He told me to be sure to tell XXXX that I would like to receive the promotion. I mentioned this to XXXX & XXXX in numerous communications that I was interested in receiving this promotional discount. He would gloss over it. I kept mentioning it. He finally agreed and said I would be eligible for it. 
Upon closing and my inquiry as to where the promotional discount was, I was told I was not eligible and would not receive it because I did not follow all of the parameters that were not delineated originally, but that I did comply with of having automatic payments deducted. Each and every payment has been paid using automatic deductions from my checking account. This fraud has been a burr in my skin ever since this occurred, now 14 years ago. I was so disgusted by their unscrupulous behavior, that I immediately withdrew my funds and closed my accounts with Charter One Bank. 

Also in an effort to rectify matters I tried reaching out to others in authority at Charter One who might be of assistance for XXXX stopped communicating with me. These other persons I reached out to, followed the same script and told me that I had already received the discount then-referred me back to the persons I was complaining about and received no answers-then XXXX stopped communicating as well. 

In some of the final correspondence you will see that XXXX stated I did in fact receive the discount but that I would not see it and it was done internally but that he could NOT show me evidence of it as there was no reduction of the amount owed on any document. There was zero evidence that I had received the discount. This is AFTER they told me I was ineligible. Which is it? 
I wish I had looked at the reviews of this unscrupulous bank, for I later learned that many people had complaints against them. I have even had issues with them subsequently as well, including CCO having their own company provide overinflated fees for appraisals to get PMI removed. This was a fight as well. They say they can not do it and have to charge extra fees when I was finally able to dispute the charges and get my money back, I had an alternate company do it for under {$25.00} and received results immediately. DISHONEST. They have changed names several times in the span of time that I have held a mortgage with them. I always wondered why, but have my suspicions. 
I am writing to ask you if you could delve into this matter to help me sort out and obtain the discount that was owed and fraudulently withheld from me. If a discount was factored in, I would like to see the proof, which they refused to show me. 
I have paid on time all of the 14 years, never missing a payment. I am earnestly trying to sunset my relationship with CCO Mortgage by paying off this loan as soon as I can. The promotional discount denied me that is owed to me would help me to pay off this loan much sooner so I can then make much needed repairs on my home. 
It is not lost on me the way banks have unfairly dealt with XXXX people in the past. It is most unfortunate that this policy of evading fairness as it pertains to XXXX and housing still persists today. 
I have attached all printed email correspondence to corroborate what I have cited above and so that you can view my communications. ( The pages with greatest pertinence, I have marked with an asterisk at the top. ) I have exhausted all who can help and it is extremely difficult reaching someone in their organization. I have hit a brick wall. Can you please help sort this matter out? Perhaps they will listen to you, the government. 


Thank you in advance,

Company response to consumer: Closed with explanation