Consumer complaint received 2024-03-19 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — Escrow, taxes, or insurance
Company: CITIZENS FINANCIAL GROUP, INC.
State: PA

Complaint narrative:
I refinanced this mortgage with Citizens Bank in XXXX. An escrow account was set up to pay the real estate and school taxes. Unfortunately, a mistake was made and one of the two parcels ( one dwelling, the other empty lot ) was not included in the escrow account so it was not paid. The amount was {$490.00} due XX/XX/XXXX. 

After calling Citizen 's tax department over and over I was told it was paid XX/XX/XXXX. It was not, then told it was paid XX/XX/XXXX - it was not. On XX/XX/XXXX a letter from XXXX XXXX XXXX stated the delinquent school tax was up to {$600.00}. I got an email from Citizen 's that it had been paid XX/XX/XXXX,- it was not. Then in XXXX another letter from XXXX - New balance due {$770.00}. It was not paid. XX/XX/XXXX XXXX from XXXX - total due at this point was {$1000.00}. Then XX/XX/XXXX I got an email from Citizens saying my school tax of {$600.00} had been paid- it was not. On the same day I got a second email from Citizens that my tax penalty of {$470.00} had been paid. ( For a total of {$1000.00} ). This also WAS NOT PAID. I called Citizens again- they told me it was scheduled XX/XX/XXXX. It was not PAID. Then I submitted my first complaint with your agency. 
I spoke to the title company in the meantime and told them everything that was happening. Because they felt like it was their fault because initially they missed sending this parcel to Citizens when the escrow was set up, they decided to pay the whole amount ( {$1300.00} ). I told them this was not all their fault, but they generously paid it anyway on XX/XX/XXXX. I got a letter back from XXXX XXXX XXXX XXXX XXXX XXXX who was of absolutely no help in the past, now stating that the full amount had been paid by XXXX Title company and that all taxes are paid and current. I filled out the paperwork to get Citizens out of the loop in paying my taxes. My remaining escrow was sent back to me. All of XXXX I paid all of my own taxes with no more harassment from Citizen 's. UNTIL - XX/XX/XXXX I get an email from Citizen 's - " MY SCHOOL TAXES IN THE AMOUNT OF {$600.00} WAS PAID '' .What?? I HAD NO MONEY IN ESCROW, THIS AMOUNT WAS AN OLD AMOUNT NO LONGER VALID AND WAS NOT OWED. I THEN RECEIVE A LETTER STATING MY NEW MONTHLY PAYMENT FOR MY MORTGAGE IS {$50.00} MORE PER MONTH TO COVER THE {$600.00} THAT WAS PAID. I CHECKED WITH THE TAXING AGENCY AND PORTNOFF LAW - THIS WAS NEVER PAID EITHER!!!! I DON'T KNOW WHO THESE PEOPLE ARE, BUT THEY NEED TO BE SHUT DOWN!!!. 

I started a new complaint with them Monday XX/XX/XXXX. I explained ALL OF THIS and sent them a XXXX page report. They were going to investigate and have a report for me by Friday, XX/XX/XXXX. I got nothing..I called them yesterday, XX/XX/XXXX, the girl I spoke to was confused by all of this ( understandably ) but I want a resolution. She sent me to her supervisor, who was so confused and I just told her to stop talking, I didn't want to hear anything else from them. I told her I was submitting another complaint with you. I REFUSE TO PAY THIS EXTRA {$50.00} DUE XX/XX/XXXX. I REALLY wish I could have my mortgage sold to another agency. Is that possible? THIS HAS BEEN A NIGHTMARE. THANK YOU.

Company response to consumer: Closed with explanation