Consumer complaint received 2026-03-12 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Closing on a mortgage — Changes in loan terms during or after closing
Company: CITIZENS FINANCIAL GROUP, INC.
State: NY

Complaint narrative:
I am submitting this complaint regarding Citizens Bank, N.A.s handling of my residential mortgage loan, which involved misrepresentations related to pricing and rate matching, inadequate disclosure of material issues prior to closing, and failures of internal supervision that resulted in borrower harm. I selected Citizens Bank after receiving multiple more favorable mortgage offers elsewhere. I proceeded specifically based on representations made by Citizens Mortgage Loan Originator, XXXX XXXXXXXX XXXX XXXX XXXX XXXXXXXX XXXX, who indicated she would obtain competitive pricing, successfully match rates, and provide compensation for issues that arose during the process. Many of these representations were conveyed via unrecorded cellphone conversations. I learned that certain rate matches were denied based on explanations that were inaccurate, including claims that competing rates could not be matched because they were not offered in XXXX % increments, despite evidence that they were. During the end of the loan process, I was encouraged by the MLO to submit a competitive rate match request using language suggesting Citizens could not track the source of the competing quote and that she would get it submitted back to lock desk. I possess written documentation showing that a competitors quote was sent to me by the MLO prior to my submitting the match request. As a result of these issues, my loan terms materially worsened. I ultimately closed in XX/XX/XXXX with a XXXX % XXXX ARM, after pursuing a XXXX % XXXX fixed product. I am now in a position where I will almost certainly be required to refinance in the future, increasing long-term cost and risk. In addition, neither I nor my team of professionals ( attorneys and buyers agent ) were informed of any unresolved underwriting or property eligibility issues until the scheduled closing date of XX/XX/XXXX. We were told the loan was clear to close and were physically present at the closing table when, after hours of waiting, we were informed that the loan could not proceed due to documentation Citizens had not yet obtained. This delay occurred without prior notice and pushed the transaction dangerously close to the expiration of my lease. This sequence of events occurred immediately before XXXX. My spouse and I experienced significant emotional distress due to the genuine fear of housing instability. Our belongings were packed, we were unable to celebrate the holiday, and the stress took a substantial mental toll. Despite these issues, the loan officer ultimately received her commission. Citizens later offered {$800.00} in compensation, which I declined as inadequate given the scope of the issues and harm caused. On XX/XX/XXXX, I initiated a formal complaint with Citizens Bank regarding the handling of my mortgage loan and requested remediation for the issues described above. While there was some initial acknowledgment and limited contact following that complaint, no meaningful remediation was offered, and the substantive issues I raised were not addressed. After providing detailed written information outlining the events, Citizens ceased communication for an extended period. I then received a letter by mail without any prior outreach, discussion, or request for supporting documentation. The letter did not meaningfully engage with the material facts I presented, nor did Citizens request any proof or clarification despite my willingness to provide documentation. This lack of engagement and follow-through further contributed to my concern that Citizens did not adequately review or investigate the issues raised in my formal complaint. During the pendency of my formal complaint and while remediation discussions were ongoing, I received a mailed thank you for choosing me referral postcard from the loan officer involved in this matter. Receiving marketing and referral solicitation from the same individual whose conduct was the subject of an unresolved complaint further underscored the lack of internal coordination, oversight, and sensitivity surrounding Citizens Banks handling of this issue. FOR CRS : This newly created complaint has new material information in the files I have attached.

Company response to consumer: Closed with explanation