Mortgage -- Trouble during payment process -- Complaint #4973344
Complaint Overview
Complaint ID: 4973344
Company: Citizens Financial Group, INC.
Product: Mortgage
Sub-Product: Conventional home mortgage
Issue: Trouble during payment process
State: Pennsylvania
ZIP Code: XXXXX
Date Received: 2021-12-03T12:00:00-05:00
Date Sent to Company: 2021-12-03T12:00:00-05:00
Company Response: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Submitted Via: Web
Tags: Older American
Consumer Narrative
I have been trying to end my mortgage forebearance program with Citizens Bank since last summer. I have requested, multiple times, including in XXXX with XXXX XXXX in the corporate complaint resolution department, to have the amount in forebearance ( approx {$19000.00} ) added to the end of the existing loan in a non interest bearing account, EXACTLY as described in the attached letter I received from Citizens Bank. That is not what happened. Instead Citizens decided, without my permission, to modify the loan ; they created a XXXX 30 year loan with a much higher monthly payment than I had been paying. I specifically told XXXX XXXX in phone calls on XX/XX/XXXX and XXXX that I absolutely did NOT want to modify the loan..,. I wanted the option they had offered me ( see attached letter ) to add the balance to the end of the XXXX loan! We can not afford to make the new monthly payment I was informed of yesterday. Citizens has been impossible to communicate with and has now not responded to multiple phone calls and emails to the corporate office to resolve this matter. In the meantime, I have paid the monthly payment shown in the attached letter, {$1000.00} over the past XXXX months. When I tried to pay that amount on line in XXXX, I could not do that at the Citzens Bank website... I am assuming because they chose to close that loan without my approval. I would like to make clear ... my XXXX and I have outstanding credit ratings and have multiple mortgages on rental properties with other banks. We have NEVER been late on any mortgage payment and only want to get back to making our usual mortgage payments with Citizens Bank. We have not had any problems ending the forebearance program with any other bank.
Frequently Asked Questions
What is Complaint #4973344 about?
Complaint #4973344 was filed against Citizens Financial Group, INC. regarding Mortgage specifically about Trouble during payment process. It was received by the CFPB on 2021-12-03T12:00:00-05:00.
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.