Consumer complaint received 2025-11-28 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Struggling to pay mortgage — Trying to communicate with the company to fix an issue related to modification, forbearance, short sale, deed-in-lieu, bankruptcy, or foreclosure
Company: CITIZENS FINANCIAL GROUP, INC.
State: OH

Complaint narrative:
Consumer : XXXX XXXX XXXX XXXX XXXX XXXX XXXX, OH XXXX Phone : XXXX Email : XXXX Mortgage Holder : Citizens Bank Loan Number : XXXX To the Consumer Financial Protection Bureau, I am submitting this formal complaint regarding Citizens Bank for repeated errors, mismanagement of my escrow account, false delinquency reporting, failure to correct acknowledged mistakes, and refusal to properly investigate or resolve ongoing issues related to my homeowners insurance. 

Over the past several months, Citizens Bank has repeatedly billed me for a non-existent {$3500.00} insurance charge and has continued to increase my monthly mortgage payment based on incorrect information despite multiple confirmations that my homeowners insurance is paid through Rocket Mortgage, not Citizens Bank, and that I do not owe this amount. 

Summary of the Issue Citizens Bank continues to claim I owe {$3500.00} for homeowners insurance that was already paid by XXXX XXXX. 

My insurance carrier, XXXX XXXX, has confirmed directly with Citizens Bank that the charge is not owed. 

Despite this, Citizens continues to : Inflate my mortgage payment based on an incorrect escrow shortage, Send letters claiming I am severely past due, which is false, Fail to correct the payment amount, Fail to remove incorrect credit reporting, Ignore promised follow-up phone calls, Continue sending inaccurate billing statements. 

Returning payments made. 

History of My Attempts to Resolve the Issue I have spent countless hours over the past several months speaking with : Customer service representatives Escrow department employees Supervisors Citizens Bank managers XXXX XXXX XXXX a three-way call involving a Citizens Bank supervisor and XXXX XXXX XXXX it was explicitly confirmed that : I do not owe the {$3500.00}. 

The error is between Citizens Bank and XXXX, not myself. 

My credit report would be corrected. 

My payment would be adjusted accordingly. 

Despite these assurances, Citizens Bank has failed to take corrective action and has instead continued to increase my payment and report false delinquency. 

Impact to Me as a Consumer Citizens Banks repeated failures have caused : Severe stress and unnecessary time spent attempting to resolve their mistakes. 

Potential damage to my credit from false delinquency reporting. 

Financial strain due to inflated and incorrect mortgage payments. 

Repeated harassment through inaccurate past due notices. 

Actions I Have Already Taken On XX/XX/year>, I sent a letter to Citizens Bank outlining the errors and demanding correction. That letter included : Confirmation from my insurer that the balance is not owed A request to correct the escrow account A demand to remove false credit reporting A requirement for written confirmation Citizens Bank has not resolved the issue and continues to send inaccurate billing statements. 

What I Am Requesting From the CFPB I am requesting the Consumer Financial Protection Bureau to assist in ensuring Citizens Bank : Immediately corrects my escrow account and removes the false {$3500.00} charge. 

Restores my monthly mortgage payment to the correct amount. 

Removes all inaccurate delinquency reporting from my credit file with all credit bureaus. 

Provides written confirmation of these corrections.

Investigates Citizens Banks failure to properly handle escrow and insurance payments, and their failure to follow federal servicing and credit reporting regulations.

Attachments Provided I can provide copies of : My original letter Statements from Citizens Bank Insurance documents from XXXX XXXX Records of communication attempts Any delinquency notices received This situation has been ongoing for months and has caused undue hardship. Citizens Bank has acknowledged the error but refuses to correct it, leaving me no choice but to seek intervention. 

Thank you for your time and assistance. I respectfully request that the CFPB investigate this matter and hold Citizens Bank accountable for their repeated errors and failure to comply with their legal obligations. 

Sincerely, XXXX XXXX XXXX XXXX XXXX

Company response to consumer: Closed with explanation