Consumer complaint received 2023-01-10 00:00:00
Product: Mortgage — FHA mortgage
Issue: Struggling to pay mortgage — 
Company: CITIZENS FINANCIAL GROUP, INC.
State: ID

Complaint narrative:
This is my second complaint. My first one provoked ONE response from Citizens Bank 's " Office of the Chairman '', but now it's total radio silence. They will not return any of my communications. I am back at square one. I also specifically asked the office of the chairman for the in-person meeting regarding this, which they said I have the right to have ; however, they are still unwilling to do so. PLEASE ASSIST! 

" My loan is currently being serviced by Citizens One. They have the worst customer service Ive ever experienced in my life. Most of their employees are not trained with the knowledge they need in order to provide the answers and services required. Furthermore, I can not understand most of their XXXX based employees. Over and over again I am promised callbacks, and I never get them. Long story short, I have a forbearance plan that was recently terminated due to conditions completely out of my control in 100 % at the fault of my loan servicer. Without my permission, they changed my mailing address to an address, not even in my same state! And after doing so, they sent me communications regarding my loan/mortgage forbearance plan to that location, with my personal information on it, and never made any other attempts to contact me through any other forms of communication. Then, after not receiving response for meobviously, because I had zero knowledge of them attempting to contact me they terminated my forbearance plan back in the middle of XX/XX/2022. I only became aware of this because somebody came by in person and left a letter on my door. Meanwhile, I was trying to get updates on the status of my forbearance plan and I called numerous times, attempting to leave messages with the rep assigned to my forbearance plan. Never has she ever been available nor would I ever get a callback from her even the customer service would promise it. I am always left in the dark. And I am lied to, and I have no ability to speak to anyone over the phone who is able to provide any assistance. On the loan solution center website, there is zero information updated about my forbearance plan having been terminated. The letter that was left on my door, says that I have a right to an in person interview to discuss options for the current status of my loan. I have called many times and spoken with customer service as well as the loss mitigation teams, at citizens one bank ; regardless, everyone I have spoken to is either without the proper knowledge and training to help me, or promises a call back, and they never do. I am completely unable to get the in person interview scheduled, as I am told him that letter that I have the right to have. Also, and most importantly, in effect, I am unable to get my forbearance plan reinstated. The overall issue is that my forbearance plan was terminated because citizens, one bank changed my mailing address without my permission, and even after I requested it be changed back to my current address, they failed to do so multiple times, which they admit to. Their incompetence and inability to simply schedule an interview has me stuck in limbo regarding my current living situation, as well as my loan, itself. Please assist! Thank you, XXXX XXXX ''

Company response to consumer: Closed with explanation