Consumer complaint received 2025-08-28 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: NC

Complaint narrative:
Our home at XXXX XXXX XXXX, XXXX, NC XXXX was severely damaged by Hurricane Helene. Our entire basement was filled with water and we had 13 inches of water on the main floor of our one story home. We were left with so much mud - about 2 feet in the basement and 2 inches on the main floor. My husband is XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX. Neither of us were able to work our businesses until we were able to move back into the home. We worked every single day at our house until we were able to move back in on XX/XX/XXXX. Though, at that point, we still did not have a fully functioning kitchen or bathroom. We did not work again until we had a fully functioning bathroom and kitchen. 

I called Citizens One, our mortgage company and explained the situation. We made the XX/XX/XXXX payment but we did not have the fund to make additional payments. Originally, they gave us a 3 month forbearance period for the payment XXXX, XXXX, and XXXX payments. After XX/XX/XXXX, we still were not able to make payments. We were given another 3 month forbearance period for the payments in XXXX, XXXX, XXXX. 

I called in XXXX to let them know we were able to make payments again. They requested that we pay all of the payments we missed. But, we were unable to do that. They said they would see if we could get approved for a repayment plan. 

We were approved for the repayment plan but first, they told me I had to make XXXX trial payments for the month of XXXX, XXXX, and XXXX. I made the payments as requested ( actually I made all of them one month early ). 

During this trial period, I made a payment on a credit card I have through XXXX and I noticed my credit card was suspended. I called XXXX and they told me they received notice that my credit had been adversely affected. I had no idea what this was about. I ordered a credit report through XXXX and found out that Citizens One started reporting that we were not making payments. 

I called Citizens many times, for many weeks, and finally spoke to XXXX in their office of the consumer. She researched and told me an error has been made and they were going to fix it. She sent me a letter on XX/XX/XXXX indicating the adverse XXXX and XXXX reportings would be corrected. She told me in the meantime, I should dispute with XXXX  and then my credit would be resolved sooner. I disputed with XXXX XXXX XXXX notified me that Citizens One indicated there was no error made to my credit report. 

I have tried to call XXXX several times over the past two weeks and she has not returned my phone calls. 

I have had perfect credit all of my life and we worked extremely hard improve my husband 's credit. No one ever told me this was going to so severely impact our credit reports. And furthermore, I have tried working with and made all payments when due. I really need to help to correct the errors they made on my credit report. All of this mess was caused by the Hurricane Helene which is a federally declared disaster.

Company response to consumer: Closed with explanation