Consumer complaint received 2025-11-18 00:00:00
Product: Mortgage — FHA mortgage
Issue: Trouble during payment process — Trying to communicate with the company to fix an issue while managing or servicing your loan
Company: CITIZENS FINANCIAL GROUP, INC.
State: MD

Complaint narrative:
STOP SAYING THIS IS DUPLICATE WHEN ITS NOT A DUPLICATE ISSUE. TWO ATTACHMENTS PROVIDED OF TWO LETTERS CONTRADICTING EACH OTHER AND BREAKING THE LAW. DEFAULT NOTICE DURING A FOREBEARANCE PROTECTION PERIOD. 

Citizens Bank has issued two contradictory letters regarding my mortgage that show clear violations of mortgage-servicing laws, including RESPA, Regulation X, UDAAP, and forbearance protections. Despite approving me for a 3-month forbearance, Citizens sent a separate letter declaring my loan delinquent and in default, demanding immediate payment for months that are explicitly listed as suspended under the forbearance plan. This is dual-tracking, which is illegal. -- - Full Details XXXX. I received a forbearance approval letter from Citizens Bank dated XX/XX/XXXX. This letter states : Number of months suspended : 3 Payments suspended from XX/XX/XXXX through XX/XX/XXXX My only past-due amount was {$2100.00}, which reflects one XXXX payment. The letter explicitly says my payment obligations are suspended for the duration of the plan. However, the timeline Citizens provided is mathematically incorrect : Suspending payments from XX/XX/XXXX through XX/XX/XXXX equals two months, not three. A three-month suspension would run through XX/XX/XXXX. This misrepresentation appears intentional or negligent. -- - XXXX. Despite approving the forbearance, Citizens Bank sent a second letter dated XX/XX/XXXX, stating my loan is : in delinquency for at least 33 days in default demanding immediate payment of {$4200.00} This amount includes forbearance-protected months that I am not legally required to pay during the suspension period. This letter was sent after the forbearance approval. -- - Laws Violated A. RESPA / Regulation X 12 CFR 1024.41 ( g ) Servicers may not engage in collection or default activities once a borrower is approved for loss mitigation or forbearance. Citizens did exactly that. B. Illegal Dual-Tracking They simultaneously : Approved a forbearance Sent a default/delinquency notice This is prohibited under federal law. C. UDAAP ( Unfair, Deceptive, or Abusive Acts & Practices ) Sending contradictory, misleading, and coercive communications that falsely represent delinquency status is a deceptive servicing practice. D. Failure to Provide Accurate Information Their forbearance timeline is miscalculated and improperly represented as 3 months when the dates show only 2 months. E. Improper Collection Activity A servicer can not demand payment for suspended months or report a borrower delinquent for months included in a forbearance plan. What I Need 1. Immediate correction of my loan status Remove any delinquency/default designation tied to months covered under forbearance. Confirm only XX/XX/XXXX is past due, not XXXX or XXXX or XXXX. XXXX. Correct the forbearance plan Fix the suspension timeline to reflect 3 actual months ( XX/XX/XXXX XX/XX/XXXX ). XXXX. Written confirmation that : All collection/default activities are halted. No negative credit reporting will occur for forbearance months. The contradictory default letter was issued in error. XXXX. Investigation into Citizens dual-tracking and servicing violations

Company response to consumer: Closed with explanation