Mortgage -- Trouble during payment process -- Complaint #13816398
Complaint Overview
Complaint ID: 13816398
Company: Citizens Financial Group, INC.
Product: Mortgage
Sub-Product: VA mortgage
Issue: Trouble during payment process
Sub-Issue: Escrow, taxes, or insurance
State: Ohio
ZIP Code: 444XX
Date Received: 2025-05-30T12:00:00-05:00
Date Sent to Company: 2025-05-30T12:00:00-05:00
Company Response: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Submitted Via: Web
Tags: Servicemember
Consumer Narrative
I received a letter stating I have an " escrow shortage '' of {$950.00} that needed to be paid no later than XX/XX/year>. I made said payment through the Citizens Bank web page. I clicked on the " ESCROW '' tab. I paid the amount required, {$950.00}. My payment STILL went up {$100.00} and change. I kept calling and they kept telling me the payment will go down on the XXXX. The payment DID NOT go down. I found out today, the XXXX of XXXX, that Citizens applied {$950.00} paid for the escrow shortage to my PRINCIPLE! Last year, Citizens did similar however my payment only increased a couple dollars. This year NOT ONLY did I pay the shortage on-time, but they also applied it to the wrong account, and they are increasing my payments by over {$100.00} dollars a month. {$100.00} a month is {$1200.00} a year. BUT YET my shortage is {$950.00}. The math doesn't math!! the payment increased over a XXXX dollars and they applied. NOT ONE employee at Citizens gives the same answer when questioned. ALL I GET IS A RUNAROUND! I CAN NOT AFFORD to have my payments increase over {$100.00} a month! My payment is going to be late this month, and they are charging me a fee because they screwed up. My payment is ALWAYS paid on-time! Last year when this happened, I was never informed that my payment increased. I paid my regular payment and they sent it back to me refusing payment because it was {$7.00} short. Now they take my {$950.00} and yet SAY NOTHING! WHY would I pay {$950.00} unless they told me to? They are refusing to look at my property taxes which WENT DOWN {$300.00} a half or {$600.00} a year. Representatives have told me my taxes reduced, $! XXXX, another said {$200.00} and yet another said {$300.00}. NO, MY property taxes have reduced over {$600.00} a year! I have told them this several times! Lastly, when we call, we have to speak to foreigners in XXXX. IT IS NOT SAFE for a 3rd world country to have my personal information or for me to have to speak to someone that doesn't care!
Frequently Asked Questions
What is Complaint #13816398 about?
Complaint #13816398 was filed against Citizens Financial Group, INC. regarding Mortgage specifically about Trouble during payment process. It was received by the CFPB on 2025-05-30T12:00:00-05:00.
How did Citizens Financial Group, INC. respond to this complaint?
The company responded with: "Closed with explanation". The response was timely.
What is the risk level of this complaint?
See the risk assessment section for details on this complaint's risk profile.
How do I file a similar complaint?
You can file a complaint with the CFPB at consumerfinance.gov/complaint. Select the appropriate product category (Mortgage) and describe your issue in detail.
Can I see other complaints against Citizens Financial Group, INC.?
Yes, visit the Citizens Financial Group, INC. company profile at readthecomplaint.com/company/citizens-financial-group-inc to see all complaints, risk scores, and analysis.
Disclaimer
This analysis is AI-generated based on publicly available CFPB complaint data. It does not constitute financial or legal advice.