Mortgage -- Trouble during payment process -- Complaint #5063843
Complaint Overview
Complaint ID: 5063843
Company: Citizens Financial Group, INC.
Product: Mortgage
Sub-Product: VA mortgage
Issue: Trouble during payment process
State: Pennsylvania
ZIP Code: 19130
Date Received: 2022-01-02T12:00:00-05:00
Date Sent to Company: 2022-01-02T12:00:00-05:00
Company Response: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Submitted Via: Web
Tags: Servicemember
Consumer Narrative
Citizens Bank migrated their online system to a new platform and required re-registration. Upon re-registering I no longer have access to my mortgage account. I tried to pay it yesterday on the first of the month and was not able. I then tried calling today twice. The first time I was on hold for over XXXX minutes and then after briefly speaking with a representative, they hung up on me. I then called back and the same thing happened after XXXX minutes of waiting for a person, they hung up on me. Since I am electronic with them, I do not receive paper statements. They are not accessible by telephone. So I will have to take off from work and go to a branch to sort this out.
Frequently Asked Questions
What is Complaint #5063843 about?
Complaint #5063843 was filed against Citizens Financial Group, INC. regarding Mortgage specifically about Trouble during payment process. It was received by the CFPB on 2022-01-02T12:00:00-05:00.
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.