Consumer complaint received 2025-07-12 00:00:00
Product: Mortgage — Home equity loan or line of credit (HELOC)
Issue: Applying for a mortgage or refinancing an existing mortgage — Negative impact of inaccurate appraisal
Company: CITIZENS FINANCIAL GROUP, INC.
State: NY

Complaint narrative:
I provided a month worth of paystubs for both companies I work for XXXX and XXXX XXXX  XXXX. They received two paystubs from XXXX XXXX XXXXXXXX and 2 paystubs from XXXX proving my monthly NET income was well over XXXX a month. The woman XXXX XXXX told me my DTI was 149 % because I only make {$5500.00} a month. I explained to her on multiple occasions this month that she is incorrect and screenshot my paystubs again to her. I told her she is not including my XXXX job which is full time. I also told her I have a mortgage, car note, generator loan and credit debt of {$40.00} a month which is always paid off monthly so no way my DTI is 149 % I dont keep a lot of debt. After all my bills are paid Im left with almost {$3300.00} a month. I was then told my home came in at XXXX which was also incorrect. I brought the home less than 2 years ago and no bank would allow a sell for a home that wasnt worth the purchase price of XXXX which is what I paid. I also had the home appraised privately and its well over XXXX. Homes in my area sold XXXX, XXXX etc and they are smaller thank mine. My taxes have increased etc due to guess high sells and good neighborhood. The woman XXXX XXXX put in a appraisal dispute on my behalf on XX/XX/XXXX I was then contacted by email letting me know my dispute was approved and someone would be contacting me to do an in-house appraisal. XXXX told me once the in house appraisal was done they would have to use that one. I told her great. I was contacted by XXXX who said he was representing Citizens Bank and wanted to schedule an appointment to come out to view house. It was scheduled for XX/XX/XXXX at noon. XXXX was great he came out saw my home was bigger than what was listed and agreed info was incorrect about it being XXXX bedrooms. I then received email from XXXX XXXX telling my I was denied due to XXXX cause my house was XXXX I told her no way she is still using desktop and thats a violation cause she is suppose to use the new appraisal according to our email correspondence and policy. XXXX claims she never received the appraisal. I told her shes the one who told me I would be contacted and it was done on XX/XX/XXXX. I told her its Citizens Bank responsibility to contact the people they contract for the information they requested. Why should this fall on the consumer. I called XXXX the person who did the inspection of my home and he told me he works for great works company who is contracted by Citizens Bank and he was told to do an inspection to look for damages and make sure house is in good standing NOT an appraisal and this is not the first time hes been contacted by consumers regarding this issue. I emailed XXXX and told her shes lied to be and under false pretense did I allow XXXX enter my home to take pictures thinking it was an appraisal being done. I never consented to an inspection and agreed to an appraisal and I was con into thinking XXXX was an appraiser. This is a violation of my right and UDAPP violation. I have email proof stating an appraisal was ordered by her and I would be contacted. There loans state an appraisal will be ordered if desktop isnt correct. Instead of Citizens Bank taking responsibility XXXX keeps ignoring me or taking days to respond with wrong information. She also said Im denied due to XXXX but the application still showed conditional approved for the past 2.5 weeks. I also never recieved my decline notice which is also a violation. I asked for a manger to contact me. I even sent my paystubs in an email to show her XXXX XXXX and XXXX XXXX person who did application not the appraisal guy ) the other two people on email NOT XXXX agreed DTI not adding up to them either but XXXX is the lead person who seems to be taking charge over my application and she has been violating my rights and ignoring documents. XXXX also attempted to use my personal business tax returns as a justification which has nothing to due with my personal income from both my salary Jobs. I never included my rental business income on my application so its irrelevant. Somthing must be done about XXXX violation and not receive my Decline notice after being told over a week ago I was declined. Something must be done as to why Im being declined for wrong reason. Why was I lied to? Why would they schedule somthing I didnt agree to but lead me to believe it was an appraisal. I told all this to XXXX on XX/XX/XXXX and she hasnt responded. I told her XXXX said he submitted the inspection paperwork on XX/XX/XXXX and he has no problem giving a statement as to what he was ordered to do and it was not an appraisal never was. Please help I personally know 2 people have gone through similar situations with Citizens Bank. I didnt think it would happen to me. I maintain high balance relationships with them for over 20 years.

Company response to consumer: Closed with explanation