Mortgage -- Trouble during payment process -- Complaint #5037778
Complaint Overview
Complaint ID: 5037778
Company: Citizens Financial Group, INC.
Product: Mortgage
Sub-Product: Conventional home mortgage
Issue: Trouble during payment process
State: Missouri
ZIP Code: 631XX
Date Received: 2021-12-23T12:00:00-05:00
Date Sent to Company: 2021-12-23T12:00:00-05:00
Company Response: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Submitted Via: Web
Consumer Narrative
My husband and I had our primary home mortgage through Citizens Bank with automatic payments including our escrow with taxes and home insurance. We refinanced on XX/XX/XXXX and the loan was paid off to Citizens. There was an extra monthly payment submitted in XXXX which has been returned to us since. The escrow money has not been returned to us. When we called Citizens they told us the amount is XXXX XXXX My husband called on XXXX and was told the check will be resent. Our address has not changed and the extra monthly payment did find its way to us at the address they have in the system. I called again on XXXX because we hadn't gotten the check and Citizens confirmed that the check hadn't been cashed. They promised to send it overnight. I called again on XX/XX/XXXX because we still haven't gotten the check or any other communication from Citizens and I was told I would be called by the end of the day once they figured out if the check was Fedex-ed to us. I was not called or emailed. Our loan number was XXXX. Meanwhile, we can't log on to the online portal because the loan has been paid off and the account deactivated. Please help us get our money back as it is a significant amount and it has been close to 3 months.
Frequently Asked Questions
What is Complaint #5037778 about?
Complaint #5037778 was filed against Citizens Financial Group, INC. regarding Mortgage specifically about Trouble during payment process. It was received by the CFPB on 2021-12-23T12:00:00-05:00.
How did Citizens Financial Group, INC. respond to this complaint?
The company responded with: "Closed with monetary relief". 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.