Consumer complaint received 2018-10-04 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Struggling to pay mortgage — 
Company: CITIZENS FINANCIAL GROUP, INC.
State: NY

Complaint narrative:
On XX/XX/2018 I underwent an XXXX XXXX  of my XXXX XXXX. I was out of work until XX/XX/2018 due to an inability to XXXX without XXXX, bear weight on my XXXX  or drive. I have corresponding medical documentation that proves the surgical date and out of work period. 

In late XX/XX/2018 I began reaching out to XXXX XXXX XXXX, my loan servicer to discuss options. Initially there was a discussion of options and I began to receive information about avoiding foreclosure. 


I called in XX/XX/2018 and discussed loan modification and began sending paperwork in. I was told not to make a payment in the interim during the processing. I did however inform the customer service representative that I was back to work and could make a payment again I was advised against this. I had returned to work on XX/XX/XXXX. 

During the process of data collection I was notified after all documents were submitted that new documentation need to be submitted. I asked to speak to those folks in loan modification as I felt I had submitted everything already. I was told by the customer service representative that I could not speak to anyone as that department did take phone calls and was told what to resubmit. 

After this process taking over a month without an update on the status, negative credit reporting beginning to occur, and notices being received on my door I became fearful. 

I called and asked for other options I was told about loan repayment plan in XXXX. I signed up for a loan repayment and began to make payments although they were over {$500.00} more than my monthly payment and I had apprehension that I could afford these. 

On XXXX th of XXXX I was 10 days late for payment and the loan was severed. I was at no point notified about a late policy. When signing up for repayment plan nor was I notified once it was fractured. I was told I can apply for a forbearance. The application however will take 5 to 7 days to be received. I begged to make a payment that day so that I did not get further behind. 

During this entire process I find as an educated person I have had significant difficulty understanding my options. I have been treated unfairly during this process as well as Ive spoken to customer service representatives over and over without any continuity. The answers and advice appear to vary with every conversation. I have been advised incorrectly in the beginning of this process causing me to get further behind in payments. 

My most recent phone call today was downright abusive when I attempted to explain the situation again. Please listen back to the call it was abrasive. 

I am trying to find an option to stay within my home and pay back the loan that I missed. Ive been trying my best to get caught up with payments and make my account current. I am working and want to pay my mortgage. 

I am a single mother, working professional with XXXX kids, my student loans are over {$1000.00} a month amongst other payments that make my life paycheck to paycheck. Those 2 months at home were ones that financially injured me and I am trying to recover. It also during that time that required daily help as I could only XXXX on one XXXX  and as described above could not drive or XXXX without additive device. 

I hope this claim will be considered so I may work cooperatively with XXXX XXXX XXXX to get my account current.

Company response to consumer: Closed with explanation