Consumer complaint received 2023-03-22 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Applying for a mortgage or refinancing an existing mortgage — 
Company: CITIZENS FINANCIAL GROUP, INC.
State: PA

Complaint narrative:
My boyfriend and I were trying to purchase our first home. We have worked with XXXX banks during this process, XXXX being Citizens BankXXXXspecifically the moon branch XXXX at XXXXXXXX XXXX XXXX XXXX XXXX XXXX PA XXXX XXXX. They had the best program at first, we started setting everything up with them and planned to proceed. Our loan XXXX was XXXX XXXX. A few weeks went by and we put an offer in on a house, I had gathered cost sheets from XXXX and was liking what I was seeing. We proceeded with them, after our inspections were done my realtor sent over the sales agreement so XXXX can get everything to underwriting because we were closing in XXXX  days. We put our offer in on XX/XX/XXXX and sent the agreement XXXX later on the XXXX. This is the first issue we had. I was looking at cost sheets that were sent over for me to sign and our monthly rate was up XXXX XXXX. Everything on the sheet was right except our rate. Our rate was XXXX XXXX instead of the initial XXXX XXXX it was on the original cost sheets. I was confused and XXXX explained to me that it was due to the period between purchase and agreement being sent over ( XXXX days ) that the rate went up the percent and it was my realtors fault not his. As I talked to my realtors about this issue they sent me information that the rates were never XXXX XXXX in the recent month-months... ..so I was bate and switched. After finally coming to terms that I was stuck now with this lender and rate we proceeded forward. I will also address that the communication between the lender and I was extremely poor. We would not hear anything for days at a time. Our emails, calls, and texts ignored. I continually would ask if we needed to be doing things or if there were any issues. XXXX days prior to closing while we were waiting for the okay to close we called XXXX to touch base. All of a sudden there was an issue with a student loan of mine. It was never brought to my attention like XXXX insisted that it was. It was also flagged at the beginning of the process as the XXXX of the branch told me when I called to complained, in her words " we knew this was going to be a problem from the start. '' XXXX, branch XXXX who had gotten involved twice over complaints told me they did everything they could for me but if I didn't pay the loan in whole I wouldn't be approved. I had said that other lenders did not have a problem with it since I pay monthly on the loan and since it was a conventional loan I was informed I did not have to pay it. Her response to that was, " you're not as smart as you think you are. '' I have had the worst experience with Citizens and I refuse to bank with them any further. I an now working with a different bank who has helped me tremendously. I still have not hear anything about my loan or my money from citizens which is extremely wrong. I was insulted and yelled at by a XXXX of a company-very unprofessional. And now I am stuck paying for services for a second time such as an appraisal, which I would like to be refunded for for my inconvenience. I almost lost my house that I had moves scheduled for and furniture to be delivered to. And I wasted XXXX  days of my time trying to help citizens with whatever they needed me to. I would like compensated for my time and like I said the appraisal.

Company response to consumer: Closed with explanation