Mortgage -- Trouble during payment process -- Complaint #5091257
Complaint Overview
Complaint ID: 5091257
Company: Citizens Financial Group, INC.
Product: Mortgage
Sub-Product: Conventional home mortgage
Issue: Trouble during payment process
State: Wisconsin
ZIP Code: 53219
Date Received: 2022-01-10T12:00:00-05:00
Date Sent to Company: 2022-01-10T12:00:00-05:00
Company Response: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Submitted Via: Web
Tags: Older American
Consumer Narrative
I attempted to pay our XX/XX/2022 Citizens One Bank mortgage during the week of XX/XX/XXXX through XX/XX/2022. Apparently, Cititzens One Home Loans online account www.citizensbank.com was changed to Citizensonebank.com. When I attempted to setup a new login at the new website, it did not recognize my phone number at the new site. Between the old site and the new site, there were 5 phone numbers to call for service. Starting on XX/XX/XXXX, the hold times were extremely long ( over 1 hour ) and often times, I was disconnected before someone answered. On the XXXX I finally got through to the rep after 1 hour and 45 min. She said she couldn't help me ( Name - XXXX ). XXXX then transferred me to XXXX. I could hear men talking in the background while she was working from home. She asked me for my full SS # which I refused to give because of the people in the background. I said I could provide her with other info such as my mortgage # which she refused to take. I also asked her for an employee #, which she refused to give. I then requested to be transferred to her supervisor. This was over 2 hours into the call. Her supervisor was very professional. He did not understand why she refused to give her employee # to me as that is their customer service identification number. He was not able to help me either, but concurred with me that asking for a social security number in full, in an unsecured call setting was inappropriate for the company and employee to do. Any company whether a bank, mortgage, investment, medical, etc type of company that holds identity data should not be using FULL social security numbers as a verification method. My identity could have easily been stolen by the people in the background or even the employee. I think that Citizens One Bank needs to find a new verification method for home loans and mortgages.
Frequently Asked Questions
What is Complaint #5091257 about?
Complaint #5091257 was filed against Citizens Financial Group, INC. regarding Mortgage specifically about Trouble during payment process. It was received by the CFPB on 2022-01-10T12:00:00-05:00.
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.