Consumer complaint received 2022-08-25 00:00:00
Product: Mortgage — FHA mortgage
Issue: Trouble during payment process — 
Company: CITIZENS FINANCIAL GROUP, INC.
State: NY

Complaint narrative:
I am currently past due on my mortgage for nearly 56 months. I have made several requests for assistance with the morgage Servicer ( Citizans Bank ). However, they prolong the timeing and date and actively ignore requests for assistance. Pushing my past due balance further along and forcing my hand in opening new requests for assistance. 

Since XXXX of XXXX. I have been past due on my mortage. In XXXX of XXXX I filed for XXXX XXXXXXXX bankruptcy protection. From the previously service ( Franklin American ). As I had lost my job. I was rehired by my same job for a different store. Making signifanctly less money. I made several payments at the end of XXXX towards my mortgage. However, I have not been able to find where those payments were applied. 

In late XXXX, early XXXX Franklin American was transferred to Citizens One Home Loans. I was sent paperwork on how to log in online. However, it would never allow me to log on because my account was past due. In late XXXX. I was finally given information about XXXX. I made a request for assistance at that time to get back on track with my loan. However, I was offered a forbearance plan for 6 months. At the beginning of XXXX I was switched in my job role to help make more money. However, I was that turned into switching to another store. By late XXXX. I was placed back at my original job making the same money as previous to XXXX. However in early XXXX. I was laid off due to covid. By late XXXX I was rehired and put into a better paying position. I have been in this role since XXXX of XXXX. I have made requests for assistance in XX/XX/XXXX through XXXX Sent over all requested documents and the request went unanswered. I again placed a request for assistance in early XXXX and sent over all requested docs. I can send over screen shots of all uploaded documents including the request for mortgage assistance from that time frame. 

Instead of being reviewed for any type of assistance. I was placed into a covid forbearance for 6 months. This brought me to XX/XX/XXXX. At which time I made another request for assistance to help with the mounting past due balance of nearly {$70000.00}. Again this went un reviewed. It was at this point I made an initial CFPB complaint stating that all my requests for assistance were in fact never made. This is false. Citizens Bank provides a website XXXX. To make request and upload files. I have screen shots of every time I submitted a request and the applicable documentation that I submitted on those dates. 

In XXXX of XXXX. I made another request for assistance. This time not only through XXXX. But also by fax, as well as through email. Finally, this information was being reviewed. By mid XXXX. I was advised that I couldnt be offered assistance because I had 2 liens on my title. Showing un paid judgements. This was a surprise to me because I had never recieved a judgement for any amount. After 2-3 weeks of asking for more information. I was advised of two judgements from XXXX. Nearly 3 years before I ever owned the property. I looked into these and found that they had indeed been paid back in XX/XX/XXXX, and XXXX of XXXX. Well before I even purchased the home. I supplied a copy of a title report and evidence that these judgements were in fact paid. I was advised to wait a week while it was further reviewed. I called weekly to check on the status of this request for 2 months. I was always told to just wait another week. Finally in XXXX of XXXX I logged into the XXXX to check on the status of this request. And it simply stated that no request for assistance currently exsists and they only had a dated request. 

In XXXX of XXXX. I again made a request for assistance as my oringal request from XXXX seemingly had gone away. This time I sent all the original judgements pay notices, a title report, and all applicable documentation up front. I was advised in mid XXXX all requested documents have been recieved and the request is being processed. In XX/XX/XXXX. I was advised that Citizens in waiting on documentation from a 3rd party to further the request ( I assume a title report ). Come XXXX. I still had not recieved any information. 

I just call on XX/XX/XXXX at XXXX to check on the status of my request and they are stating they are still waiting on a title report. I checked on XXXX  and again it states there is no current request to review account. 

I feel citizens has shown a pattern of not taking requests seriously. Each and everytime I call for information. I am told to wait a week, wait a week. I ask for calls back from managers to get better clarification on the issues, and I never recieve a call. I can understand the issues at hand of dealing with excesive requests. However, I have been trying to handle this nearly 5 years now and am being told that no requests have been recieved when they clearly were sent. Being told to consistently wait after already proving on several occassions that the only hold of they had ( liens on title ) had already been resolved. In fact resolved before I had ever even bought the home.

Company response to consumer: Closed with explanation