Consumer complaint received 2025-12-30 00:00:00
Product: Mortgage — Home equity loan or line of credit (HELOC)
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: NM

Complaint narrative:
I completed my XXXX XXXX XXXX just XXXX months ago, having diligently maintained all payments on my second mortgage with Citizens since XXXX a commitment I upheld throughout the XXXX proceedings to safeguard my home. 

The current situation is a distressing and direct result of severe miscommunication and potentially erroneous actions on the part of Citizens. In late XXXX of this year, I received a letter from Citizens returning my mortgage payment and stating that my loan had matured, with no further payments accepted other than the full payoff. Immediately, I contacted Citizens and was advised to pursue a refinance, which I promptly initiated through their own refinance department. 

However, on XX/XX/XXXX, while my refinance application was in the underwriting stage, I received an alarming email from my Citizens representative. It questioned why my account showed a delinquency on my credit report and why I was behind on payments. This was utterly baffling, as Citizens themselves had returned my most recent payment and declared the loan matured. A representative from Citizens ' customer service department had reported my account as over XXXX  days delinquent to the credit bureaus while I was actively engaged in a refinance process * with Citizens itself * for this very issue. 

Naturally, my refinance application was subsequently declined due to this unwarranted delinquency report. My credit standing, which I had painstakingly rebuilt over XXXX years through my XXXX XXXX, has been severely damaged, making it virtually impossible to secure financing elsewhere. 

Upon further investigation, at the advice of local HUD counselors, I retrieved my original mortgage notes. To my astonishment, these documents clearly state that my mortgage actually matured in XX/XX/XXXX a full XXXX years ago not in XXXX of this year, as Citizens had initially informed me. When I presented this information to Citizens, I was met with apologies and again offered " options, '' including a refinance, despite the fact that their actions had just sabotaged my previous attempt. 

The impact of Citizens ' serious errors and miscommunications has been profound. I am currently presented with a modification offer, which does not address the core issue of the misreported delinquency. My credit report now inaccurately reflects a {$2300.00} delinquency and " behind in payments, '' without any explanation that the loan has matured or that only a full payoff is being accepted. I am perfectly capable and willing to make payments, including catching up on the reported amount, but Citizens refuses to accept anything less than the full outstanding balance. 

This situation has left me in an untenable position. After years of dedicated effort to preserve my home, I now face the very real risk of foreclosure due to what appears to be Citizens ' internal administrative failures and inconsistent communication. Since XXXX, I have spent countless hours on the phone with various Citizens departments, dedicating approximately an hour to each call, yet making no tangible progress. This ongoing ordeal has caused immense stress and has even affected my ability to maintain focus at work.

Company response to consumer: Closed with explanation