Mortgage -- Trouble during payment process -- Complaint #5470225
Complaint Overview
Complaint ID: 5470225
Company: Citizens Financial Group, INC.
Product: Mortgage
Sub-Product: Conventional home mortgage
Issue: Trouble during payment process
State: New York
ZIP Code: 11510
Date Received: 2022-04-19T12:00:00-05:00
Date Sent to Company: 2022-05-05T12:00:00-05:00
Company Response: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Submitted Via: Web
Consumer Narrative
I received my escrow analysis dated XX/XX/XXXX. There was an overage of {$3600.00}. It clearly stated that I had until XX/XX/XXXX to request the refund. I called XXXXXXXX XXXX on XX/XX/XXXX to inquire how/to whom I should send the request. I spoke with XXXX. He instructed me to email a letter, signed by my husband, with the account number in question to " XXXX ''. I emailed the letter on XX/XX/XXXX. I followed up on XX/XX/XXXX via phone and spoke with XXXX. He instructed me to resend the email to the same email address. I resent it. On XX/XX/XXXX I followed up via phone and spoke with XXXX. He instructed me that no notes were taken on the last two calls. XXXX said that he was a " supervisor '' and that he would get it straightened out and a check sent. on XX/XX/XXXX I followed up by phone and spoke with XXXX. She sent me a confirmation email that they had indeed received my email with refund request letter. She said that she would call me back with an update. on XX/XX/XXXX I followed up via phone and spoke with XXXX. She read the notes, put me on hold several times, and then proceeded to tell me that " they needed the refund request letter by XX/XX/XXXX '' and that I would have to wait for the next escrow analysis because I had missed the deadline. I instructed her that the letter clearly states " XX/XX/XXXX '' is the deadline and that I sent it in on XX/XX/XXXX, XX/XX/XXXX and XX/XX/XXXX and received a confirmation email of XX/XX/XXXX. I did not miss the deadline. XXXX insisted that someone would call me back.
Frequently Asked Questions
What is Complaint #5470225 about?
Complaint #5470225 was filed against Citizens Financial Group, INC. regarding Mortgage specifically about Trouble during payment process. It was received by the CFPB on 2022-04-19T12:00:00-05:00.
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.