Consumer complaint received 2024-09-08 00:00:00
Product: Mortgage — Home equity loan or line of credit (HELOC)
Issue: Applying for a mortgage or refinancing an existing mortgage — Trying to communicate with the company to fix an issue with the application process
Company: CITIZENS FINANCIAL GROUP, INC.
State: MA

Complaint narrative:
This is my second request for a loan modification with Citizens, and the entire process has been unbearable. I can't even walk into a branch to speak to someone directly. Every time I call the number they provide ( XXXX ), I get routed overseas, which adds to my frustration. Explaining my situation to someone in another country who cant truly help, and then being unable to get transferred to someone who can, is wearing me down. I can't take this back-and-forth with Citizens Bank any longer . Then not being able to visit a local branch for any help. Its just awful. Try being in my shoesalone, with no one to help, and trying to navigate this nightmare of a process. Every step feels like a brick wall. No one at Citizens Bank is there when I need them. I cant even walk into a branch and talk to someone face-to-face. Instead, I call their number ( XXXX ) and get routed overseas to someone who cant help, who doesnt even understand the situation, and Im stuck explaining my struggles over and over again, getting nowhere. 

Letters continue to come in, first saying they need more information, then saying my modification is under review. This has been dragging on for nine months, and it's showing up on my credit score. Its unbelievable to me that Im being held to a score in a system that feels broken while Im just trying to stay afloat. My situation is serious, and I need Citizens Bank to either lower my interest rate or, at this point, even consider erasing the loan. The stress has become overwhelming. 

Citizens Bank rejected my modification because I missed their tight deadlineI wasnt even home when the package arrived. I returned it late, but giving just six days, including a holiday and weekend, is simply unreasonable. I had no idea the package was coming, and I was out of town. 

Ive been trying to work with the bank since XXXX, and all Im asking for is some understanding. I want to stay in my home, but now XXXX being forced to start this grueling process all over again. I need Citizens Bank to step in, lower my interest rate, or seriously consider erasing the loan. I can't handle much more of this. 

I spoke to this rep once XX/XX/XXXX and unlocked my credit as requested and haven't heard back. I am doing all the steps and getting no where. 
Relationship Manager Name : XXXX XXXX Phone Number : XXXX This entire situation has been beyond stressful. I uploaded all the required information back in XXXX, thinking I was finally getting somewhere. But instead of progress, I keep receiving more letters saying that the information is missing or not on file. Its mind-boggling because everything has already been uploaded onlineexactly as instructed. 

Yet, when I call, the representative cant even find the documents. Im stuck in this maddening loop of uploading everything over and over again, with no clear answers and no one taking responsibility for the mess. It feels like Im fighting a losing battle, and all the stress is piling on, day after day. I dont know how much more of this I can take..

Company response to consumer: Closed with explanation