Consumer complaint received 2025-01-07 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Applying for a mortgage or refinancing an existing mortgage — Trying to communicate with the company to fix an issue with the application process
Company: CITIZENS FINANCIAL GROUP, INC.
State: NE

Complaint narrative:
My divorce was finalized XXXX XXXX XXXX, almost a year ago. Per the court orders I was awarded  the residence we live and we were to go through the loan assumption process to retain the 2.5% interest rate. My ex husband submitted the initial paperwork. We submitted the property settlement 2x. The first time they said the paperwork didnt include what they needed, so my ex faxed in the entire documents on XXXX XXXX XXXX to the fax number provided him. I followed up almost every month to Citizens Bank and each time, the representative told me, everything was good, Loan assumptions take time. Dont worry. They continually gave me the same date as to when it would be finalized. XXXX XXXX. I literally called every other month, if not monthly, to make sure the bank had everything  they needed from me, and each time, yes, this takes time, XXXX XXXX it will be in your name. I called on XXXX XXXX, and the representative pulled up my account and said well, its not done as of yet, but by tomorrow, it will be completed, sometimes it takes the last day to finalize. I waited a week and followed up to another representative telling me this time, that there was no loan assumption in process. I cried on the phone to that poor lady. She said she would expedite the request. The fact that my ex has already re-married and I am having to deal with all of this still has been emotionally taxing to say the least. But all I could do was wait for an assumption specialist to call me. I missed that call and tried to call back, left messages and no one called me back. I called again and in XXXX (?) another representative finally got his manager involved, XXXX XXXX. After that call, after she confirmed again, no assumption was in process, (she said they stated they still hadnt received the property settlement documents, which were sent again to them in XXXX). She requested I email the docs again which I did right then and she confirmed she received it. I was sent an entirely new application, a letter stating I would owe XXXX  for the assumption fee. I submitted everything back to Citizens within the time period and they followed up with another form requesting all my financials, my pay stubs, my accounts, and I signed for a release for my tax documents. They cashed my XXXX. I thought finally things were going to finish up. Then I called two weeks later because I hadnt heard from them yet again. The representative said I had been denied. And I about lost my mind. Again. I had to wait another couple weeks for someone to call and tell me what had happened. No one called me. I had to write XXXX multiple emails back and forth, finally saying I would seek legal counsel if this wasnt addressed. My credit score at the time was XXXX. Theres no reason to have been denied. On XXXX XXXX, the first time anyone called me back about the loan assumption, XXXX XXXX. I told her my entire process and how disappointing this has been and she pulled up my account to tell me that the underwriter had denied my application WITHOUT requesting my tax forms, saying it didnt show my variable income for enough months. I have worked the same job since XXXX that has been based on commissions, plus I get child support. They denied me also because in XXXX and XXXX I took a line of credit out for a new XXXX, believing every single person who I called that said it would be done and finalized and everything good. Citizens needs to go back to XXXX XXXX XXXX to see what loans I had at that time, instead of basing it on a line of credit I took out in XXXX and XXXX. I wouldnt have done it if they hadnt kept telling me it would be finalized the end of XXXX. She apologized and asked for me to send her my entire tax returns to pass on to the underwriter. She said that IF we were able to get this approved, she would waive the XXXX. They did keep my XXXX fyiShe sent me a test email to make sure I received her message. I contacted my tax lady, almost immediately, the same day with XXXX ccd on the email. And my tax lady sent me the returns. I couldnt tell if she had sent them to XXXX since I didnt see her Ccd so I asked XXXX. No response. I emailed again. No response. And I have all my emails to prove this. I called her office , left a message, nothing. She said she was going to send me an envelope to provide by tax returns just in case I couldnt email them. Nothing. I have not heard one thing back from XXXX. I called again the end of XXXX and the representative told me he would have XXXX reach out, or an assumption specialist. I could expect a call back in 48 hours. Nothing. Nothing. No communication. I emailed XXXX again asking her to please help, that this situation has just been so mishandled. I dont know what to do to address this, because they have dropped the ball multiple times and havent taken responsibility for any of it. She said she would pull the transcripts to provide coaching. How can multiple people tell me the XXXX  date, and none of them be accurate? This has caused so much emotional distress. I want to close this chapter in my life. My ex is remarried and thankfully we are on civil terms, or else he wouldnt be as cordial to offer the info I have needed. They need to go back to when this all started in XXXX XXXX XXXX and all the line of credit they based my eligibility on, didnt exist. I was told there was nothing  more to do but wait. And then to be told there was No assumption and then to be told I was denied because of they didnt use my tax returns to show I make plenty of money. I feel like they dont want to allow me to keep the low interest rate, because why would they if they force me to refinance at 6%? This process has been outrageous and I have never had such a terrible experience with any bank or organization as I have with Citizens and wouldnt recommend to anyone this process. Please help.

Company response to consumer: Closed with explanation