Consumer complaint received 2019-08-01 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — 
Company: CITIZENS FINANCIAL GROUP, INC.
State: TX

Complaint narrative:
Citizens One Mortgage took over our home loan in XXXX of XXXX. We received notification of this by mail the first week of XXXX. Prior to Citizens One taking over our loan, we were with XXXX XXXX XXXX. Because we paid our mortgage using XXXX XXXX XXXX automated bill pay feature, we scheduled mortgage payments to be sent out on the XXXX of the month before to ensure the payment would reach XXXX XXXX on or about the first. We never had an issue before, and our account was always in good standing. 

When Citizens One took over our loan, we had already sent out XXXX mortgage ( {$1200.00} ) using the XXXX XXXX XXXX bill pay feature. A few weeks went by and we received a second notice from Citizens One. This time the letter indicated a new, increased mortgage amount because of increased taxes, and they indicated they had not yet received XXXX payment. We made our first call to Citizens One letting them know that we had made the payment to XXXX XXXX before we were notified of the changeover. The Citizens One representative ensured us that there was more than likely a delay in their system and that the payment would post on their end very soon. 

After this communication we took the opportunity to set up our account on XXXX XXXX payment portal so we could make payments and see our balance. We made the XXXX and XXXX XXXX XX/XX/XXXX & XXXX notice how we pay early ) payments through their online portal for the NEW amount. In late XXXX we started receiving phone calls and letters stating we were a month behind with our mortgage. When we spoke to XXXX on XX/XX/XXXX via phone, she told us we had made a short payment and that they dont accept short payments. This short payment they were referring to was the XXXX payment ( {$1200.00} ) made to XXXX XXXX before we had received notice of the updated amount, and before we knew Citizens One had taken over our loan. 

XXXX informed us they moved the {$1200.00} over into principal and she went on to say that we needed to make a payment for the difference in the shortage ( {$53.00} on XX/XX/XXXX ) and the very rude representative ensured us that our XXXX short payment ( {$1200.00} ) would be moved out of principal, applied to the {$53.00} paid over the phone paid toward the mortgage. Two weeks later this still has not happened and we are still receiving late notices. Now, we cant even make a payment through their online portal ( had to pay XXXX mortgage ( {$1300.00} ) with Rep XXXX on XXXX ) due to the XXXX short pay. 

Each time we've spoke to a representative ( XX/XX/XXXX XXXX, XX/XX/XXXX XXXX the supervisor, XXXX XXXX ) from Citizens One we are met with condescension or they talk over you. Theres a total lack of empathy and irreverent disregard towards us and the situation. As homeowners who have always paid on time and EARLY, we are dismayed by this company. Other customers have made the same complaints about this company on the Consumer Affairs site. Please investigate whats going on over there. Never had this issue with XXXX XXXX or any other mortgage company weve ever gone through. XXXX XXXX XXXX

Company response to consumer: Closed with explanation