Consumer complaint received 2024-03-08 00:00:00
Product: Mortgage — FHA mortgage
Issue: Struggling to pay mortgage — Trying to communicate with the company to fix an issue related to modification, forbearance, short sale, deed-in-lieu, bankruptcy, or foreclosure
Company: CITIZENS FINANCIAL GROUP, INC.
State: TN

Complaint narrative:
My mortgage servicer is Citizens XXXX XXXX. The original servicer was XXXX XXXX XXXX XXXX and was sold to Citizens without our knowledge. I applied for was approved for a forbearance plan to which at the end of the forbearance the total of the unpaid portion of the loan resulting from the forbearance was to be moved to the end of the loan. When the forbearance ended I was told that I had to bring the entire amount current. At that time I told the mortgage company that i was unable to do so and applied for a loan modification to allow me to be able to make reduced payments while paying an additional amount monthly to bring the account current to which I was denied and the account was placed for up for a foreclosure sale. I applied for the XXXX XXXX XXXXXXXX through HUD and during the review period they assisted with getting the foreclosure post posted. During that time I attempted to continue to make monthly payments on the mortgage and was told by the mortgage company that they would not allow me to make a partial payment. I was advised that the entire past due amount would have to be paid before I would be allowed to make any regular monthly payments. Once I had been accepted for the HAF assistance the underwriting dept with HUD requested a reinstatement letter from both the foreclosure attorney and the mortgage company and stated that they did not match. The mortgage company was contacted several times to have the corrected documentation sent to HUD and after several months we have still not been able to get that information from them. Because of the delay from the mortgage company I am no longer able to receive the XXXX XXXXXXXX XXXX XXXX because the program has been closed. The HUD counselor and myself called the mortgage servicer and requested that I be allowed to apply for another loan modification and/or a partial claim credit. The mortgage company advised that I could attempt to apply for a loan modification but that it would most likely not be approved and they refused to allow me to apply for a partial credit claim. I have applied for a loan modification and as of now it is still pending and they refuse to post-pone the foreclosure sale date to allow time for the loan modification application to be processed. I have also emailed an appeal letter to the HUD escalations dept to see if the HAF application can be reopened. That appeal was denied because the program is closed. The only other program that is available for me to apply for is a partial claim refund program. However, the mortgage servicer will not allow me to apply for that assistance The foreclosure is scheduled for XX/XX/2024 and I have also reported this to the FHA and have not received any correspondence from them at this time. I am terrified that I am going to lose my home even though I have tried to work with the mortgage company and HUD for assistance. I have XXXXXXXX XXXX children and have no where to go if we lose our home.

Company response to consumer: Closed with explanation