Consumer complaint received 2025-02-05 00:00:00
Product: Mortgage — VA mortgage
Issue: Trouble during payment process — Escrow, taxes, or insurance
Company: CITIZENS FINANCIAL GROUP, INC.
State: NC

Complaint narrative:
XX/XX/XXXX, Called Citizens Bank requesting escrow removal, was told escrow was short {$3.00}, paid that on phone was sent paperwork to fill out to remove escrow. 

XX/XX/XXXX, Filled out paperwork sent back registered mail to Citizens Bank XX/XX/XXXX. Received letter stating request denied based on " investor of your loan requires an escrow account. NOTE Citizens is not original investor/note holder XXXX XXXX XXXX is original loan holder. 

XX/XX/XXXX. After numerous calls to Citizens Bank without call back XX/XX/XXXX, XXXX I called on XX/XX/XXXX, Talked to XXXX a supervisor, told me same lie of original loan holder requires escrow, went on to tell me underwriter paperwork could say it which I would not be privy to! Then explained I had to have XXXX XXXX of loan paid I am closer to XXXX XXXX. Was told they would send paperwork again, but a fee would be charged. 

XX/XX/XXXX, Called again, have been making very large monthly payments yet they try to take them as early payments instead of applying to principal, second month I have had to do this. Talked to a supervisor, was told request was denied again, yet I received no paperwork to fill out. However they did send a letter stating ESCROW was going up do to " estimated '' increases. Was told VA requires an escrow account. Told them I needed to talk with head supervisor, he said he would send up request and I would be contacted. 
XX/XX/XXXX, Called VA talked to loan representative was informed NO as she was laughing, VA requires/required no escrow account on mortgages. Explained my problem to her and she could not believe the lie that I was told by Citizens was told to file complaint with CFPB. 
XX/XX/XXXX, XXXX XXXX XXXX XXXX, who was the original loan provider asked if I had to keep the escrow account. I explained my views IAW closing documents I had signed. She said NO they do not require an escrow account also she said Citizens had bought the account and thus was now the primary loan holder not just an intermediate collecting the payments. I explained to her what has occurred, she suggested I file a complaint with the Federal Trade Commision. 

I am retired veteran with 100 % XXXX permanent and total, I have paid every payment on time with extra principal on every payment. The last XXXX months I have paid the equivalent of XXXX months on each month 's payment. I am trying to pay off my last bill and become debt free. I have been lied to by this company numerous times as you can see from the above statements with the purpose of financial gain from this company through keeping and escrow account for interest accumulation that I do not receive and from the fact they will lose thousands in interest money from the early pay off. 
I have over an XXXX score on all XXXX reporting agencies, never late on any bills. Original loan paperwork does NOT require an escrow account, so they have no plausible reason to deny my request to cancel my escrow account allowing this money to also go toward principal reduction. 

Thank You XXXX XXXX

Company response to consumer: Closed with explanation