Consumer complaint received 2025-08-25 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Closing on a mortgage — Changes in loan terms during or after closing
Company: CITIZENS FINANCIAL GROUP, INC.
State: PA

Complaint narrative:
On XX/XX/XXXX I applied for a {$600000.00} residential loan at Citizen Bank in which they asked for an abundance of financial information that I provided. I provided them with the address of the property that was going to be mortgaged along with the condo documents that they requested. Within the first week I provided them with my pension information along with a certification from XXXX XXXX XXXX, XXXX XXXX Statement that amounted over {>= $1,000,000} and all checking, savings and CDs at XXXX XXXXXXXX XXXX Also they asked for all my checking, savings, and CDs at Citizens Bank in which they have access too!! XXXX XXXX XXXX XXXX asked for loan information on my XXXX that I also have with Citizens Bank XXXX All of this information they already have at their disposal. XXXX XXXX XXXX XXXX asked for insurance information on my existing condo and also requested me to get insurance on the new purchase condo in which I did. I didnt understand why I needed to show that I had insurance on my existing condo but I showed him. Week XXXX XXXX requested taxes verification on all of my properties that they have been paid. I provided him with all of the tax information. Week XXXX he decided to switch gears and he said I just needed a letter from XXXX showing that I will withdraw {$15000.00} a month starting on XX/XX/XXXX. XXXX. I provided him with the letter from XXXX. At approximately week XXXX he what the loan information on the commercial loan that I have with Citizens Bank. I gave him that information but I told him that you were able to get that information internally from the bank since Citizens has the loan. On XX/XX/XXXX I received my commitment letter from Citizens Bank. But they were not done with harassing me with more and more information. I had provide them with official financial statements coming from XXXX XXXX XXXX  that I had already provided them. I also had to give them information on my credit card on purchases that I made. Again this was a Citizen Bank credit card that they had access to my activity and balance information in which I always pay it off in full because its linked to my Citizen checking account. Also they wanted to know about my bank wires that I made from Citizens Bank. Who I sent money to and why? I provided this information and so much more. So during the appraisal process XXXX XXXX called me told me that I wouldnt be getting the money for settlement that was supposed to be done on Thursday XX/XX/XXXX. They said they denied me because they were unable to identify the property and provided income information to support the loan!! I provided all the information and documentation that they requested and more. So I would like my {$740.00} appraisal fee to be refunded along with another form of compensation for all the time and effort that I spent on giving them all the information that they wanted and more. I have been a customer since they took over XXXX XXXX and Loan back in XXXX when I opened up my first account when I was XXXX old with my Mom. My Only belief is that they have discriminated against me based on my age of XXXX.

Company response to consumer: Closed with monetary relief