Consumer complaint received 2021-09-28 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Struggling to pay mortgage — 
Company: CITIZENS FINANCIAL GROUP, INC.
State: GA

Complaint narrative:
I have been trying to get my loan modification finalized by Citizens One Bank Mortgage Servicer. I have contacted XXXX XXXX in regards to their lack of compliance is providing the most up to date information regarding the loan status and balance. A XXXX contacted me from Citizens Chairmans Office to add more frustration to the issue of the loan modification. I thought she was supposed to help but she provided nothing but a further waste of my time. The loan status is still the same as it has been since XXXX if XXXX. I have signed a finalized loan modification paperwork and continue to receive monthly statements showing past due amounts which have negatively impact my credit score with the CARES Act said should not occur. I dont know who else to notify of this issue but its very disappointing that I am making on time payments and the Citizens Banking Institution is not reflecting the correct loan balance and payments that have been made. It concerns me that fraudulent activity could be occurring because I still have not received a monthly statement with the accurate monthly payment amount and instead received one that states I am past due which is nearly impossible since I have been making payments since XXXX XXXX. It is unacceptable for me a consumer to have a binding agreement that is not being fulfilled in any manner legally. In fact what was filed with the courts is not accurately reflecting on my monthly statements and how is that so. That comes off as suspicious and fraudulent activity on behalf of the mortgage company. Whenever I call to ask why its taking so long they provide the same excuse line they have been telling me since XXXX of XXXX. We have to update our system well it should not take 7 months to do that especially when the lender Citizens does not communicate with the consumer advising them of the status and instead saying the consumer is Delinquent on a debt that the consumer has been paying a legal binding amount on. Other Mortgage Lenders are not having these problems and I can attest to that having done the process with another lender that took all of 45 days from beginning to end loan modification and updated loan status reflecting binding agreed payment amount and not impact to credit reporting. I am still waiting for Citizens to send me a updated monthly statement to reflect the amount we agreed to back in XXXX and have yet to hear anything from them about the completion of their supposedly system update. I am going to receive another monthly statement in a few days saying that I am now three months past due which is not true because I have been paying the monthly binding amount. Its very sad they can force you to make an on time payment but dont have to provide on time loan servicing and can harm me a consumer on credit reporting because of their negligence. XXXX XXXX is no help they publish these policies and dont hold the lenders accountable for doing their job leaving the consumer to figure out on their own. Why have XXXX XXXX if they dont want to help consumer and continue to let lenders practice recklessly on behalf of the consumer.

Company response to consumer: Closed with explanation