Consumer complaint received 2026-06-09 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Struggling to pay mortgage — Foreclosure
Company: CITIZENS FINANCIAL GROUP, INC.
State: NE

Complaint narrative:
CFPB MASTER COMPLAINT STATEMENT Primary Borrower : XXXX XXXX Co-Borrower : XXXX XXXX XXXX Servicer : Citizens Bank Loan Number : XXXX I. EXECUTIVE SUMMARY I am filing this formal complaint against Citizens Bank for severe mortgage servicing violations, systemic accounting errors, and a punitive failure to honor agreed-upon loss mitigation terms. Citizens Bank utilized a nominal {$39.00} numerical transposition erroroccurring entirely across different automated processing gatewaysto summarily terminate our trial program, block our account access, accelerate our loan, and improperly route our home to a foreclosure attorney. II. CONCRETE PROOF OF BILLING & SYSTEM PORTAL ERROR Our account history proves complete compliance with the Temporary Loss Mitigation Program until Citizens Bank processed an automated transaction variance : XX/XX/year> ( Correct Payment ) : Citizens Bank successfully processed the correct temporary program amount of {$790.00}. This transaction appeared on our statements via the default billing channel descriptor : " XXXX Citizens Bank '' ( XXXX XXXX XXXX ). XX/XX/year> ( System Shortfall Error ) : The subsequent monthly payment was drafted at {$750.00} instead of {$790.00}. This transaction cleared under a completely different merchant descriptor : " XXXX Citizens Bank '' ( XXXX XXXX / Automated Phone IVR XXXX ). The numbers 9 and 5 were inverted during this channel shift, creating an immaterial shortfall of exactly {$39.00}. Whether this transposition was an internal system glitch within the automated XXXX XXXX or a manual keypad/voice entry error during the portal switch, Citizens Bank acted in extreme bad faith. Instead of flagging the nominal {$39.00} discrepancy for a standard cure or notifying us, the bank used this automated automated system-flag to instantly cancel our entire program tracking. III. DUAL-TRACKING & ROADBLOCKING OF AGREED TERMS Prior to this automated billing glitch, Citizens Bank representatives explicitly confirmed that our household was being evaluated and approved for a permanent loan modification. The bank outlined terms that would permanently reduce our regular monthly payment to approximately {$700.00} per month, with our past-due arrearages safely deferred ( " tacked onto '' ) the back of the loan maturity date. Instead of executing this agreement, the bank immediately shifted the account to a foreclosure track. Since the {$39.00} discrepancy occurred, Citizens Bank has accelerated the entire balance and automatically refused our subsequent full monthly payments. The bank has physically mailed back our checks. We have intentionally preserved these physical checks uncashedproving the funds have consistently been availablebut the bank refuses to accept anything less than the full accelerated balance. IV. EXTRAORDINARY HARDSHIP CONTEXT Compounding this crisis, our household is navigating a documented financial hardship due to a pending and delayed workers ' compensation claim. Securing the promised {$700.00} permanent loan modification is vital to our family 's stability while we await these delayed funds. Because front-line Citizens Bank customer service reps have completely roadblocked our verbal attempts to resolve this over the past several months, the online portal has locked us out with " No Account Found '' errors. Furthermore, due to the extreme stress caused by this improper foreclosure threat, my co-borrower ( XXXX ) has become entirely non-cooperative and is refusing to provide ongoing income paperwork. Because both names are on the loan, the bank 's automated front-end refuses to accept a partial manual application packet, leaving me with no choice but to seek federal escalation.

Company response to consumer: Closed with explanation