Consumer complaint received 2025-11-28 00:00:00
Product: Mortgage — FHA mortgage
Issue: Trouble during payment process — Trying to communicate with the company to fix an issue while managing or servicing your loan
Company: CITIZENS FINANCIAL GROUP, INC.
State: PA

Complaint narrative:
CFPB COMPLAINT - COPY AND PASTE THIS INTO THE " TELL US WHAT HAPPENED '' BOX I have an XXXXinsured mortgage loan # XXXX on my property at XXXX XXXX XXXX, XXXX XXXX PA XXXX XXXX The loan was originated in XXXX with Citizens Bank , N.A. 

I am currently in my second forbearance agreement, which is scheduled to end in XX/XX/XXXX. I am working in good faith to find a sustainable solution to exit forbearance and keep my income-producing duplex property. 

QUALIFIED WRITTEN REQUEST UNDER RESPA : On XX/XX/XXXX, I sent Citizens Bank a comprehensive Qualified Written Request under RESPA ( 12 U.S.C. 2605 ( e ) ) via certified mail ( USPS tracking # XXXX ). 

In this request, I asked for : 1. Complete documentation of my promissory note bearing all endorsements 2. Verification of the complete chain of title and endorsements under Pennsylvania 's Uniform Commercial Code ( 13 Pa.C.S. 3205 ) 3. Complete information about ALL XXXX  loss mitigation options available to me, specifically including XXXX  Partial Claim eligibility 4. Detailed explanation of all options to exit forbearance ( modification, repayment plan, capitalization, etc. ) 5. Complete payment history and current account status 6. Documentation showing compliance with XXXX servicing requirements 7. Complete investor ledger showing all transactions and payment applications 8. Investor ownership documentation ( who actually owns my loan ) XXXX  SERVICING CONCERNS : As an XXXX  borrower, I am entitled to evaluation for all XXXX  loss mitigation options before any foreclosure action. I am specifically concerned about whether Citizens Bank will properly evaluate me for XXXX XXXX XXXX, which could resolve my arrears through an interest-free subordinate lien. 

I need to ensure that Citizens Bank : - Responds properly to my RESPA request within required timeframes ( acknowledgment in XXXX business days, full response in 30 business days ) - Evaluates me for XXXX XXXX  loss mitigation options as required by HUD - Provides written documentation of my eligibility or ineligibility for each XXXX  option, with specific reasons - Complies with XXXX  servicing requirements and loss mitigation waterfall - Provides complete investor ledger and accounting records - Does not initiate foreclosure without properly evaluating all alternatives GOOD FAITH EFFORT : I am filing this complaint to create a regulatory record and ensure proper handling of my RESPA request and XXXX  loss mitigation evaluation. I am committed to working cooperatively with Citizens Bank to find a solution, but I need : 1. Proper response to my RESPA request 2. Thorough evaluation for XXXX  Partial Claim and other XXXX  options 3. Clear, written communication about my options 4. Complete investor ledger and accounting documentation 5. Fair treatment under RESPA and XXXX  servicing requirements My forbearance ends in XX/XX/XXXX, and I need timely, accurate information to make informed decisions about how to protect my property and comply with my loan obligations. 
REQUESTED RESOLUTION : I am requesting that the CFPB : 1. Ensure Citizens Bank responds properly to my RESPA Qualified
Written Request 2. Monitor that Citizens Bank evaluates me for all XXXX  loss mitigation options 3. Ensure I receive written documentation about XXXX  Partial Claim eligibility 4. Ensure I receive complete investor ledger and accounting records 5. Create a record of my good faith efforts to resolve this matter 6. Oversee that Citizens Bank complies with all RESPA and XXXX  requirements I am trying to save my home and work cooperatively with my servicer. I need regulatory oversight to ensure I am treated fairly and evaluated properly for all available options.

Company response to consumer: Closed with explanation