Mortgage -- Trouble during payment process -- Complaint #5917035
Complaint Overview
Complaint ID: 5917035
Company: Citizens Financial Group, INC.
Product: Mortgage
Sub-Product: Conventional home mortgage
Issue: Trouble during payment process
State: Massachusetts
ZIP Code: 025XX
Date Received: 2022-08-25T12:00:00-05:00
Date Sent to Company: 2022-08-25T12:00:00-05:00
Company Response: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Submitted Via: Web
Tags: Older American
Consumer Narrative
Good Afternoon- I am embroiled in a problem with Citizens Bank regarding escrow insurance thats included in my mortgage payment but Citizens is not making the payments to the flood insurance carrier. As a result I have had to pay the premium since the inception of the loan over 2 years ago. Last year they failed to make the payment to the carrier and I made the payment out of pocket to avoid cancelation. after a substantial effort Citizens finally paid me back the money I paid. This year, I had to make the payment again due to their failure to pay the premium out of my escrow and now I can not get them to repay me the money I paid out of pocket. Without exaggeration, I have contacted them over a dozen times in an effort to get my money back ( which is my money as I paid it into an escrow account ) and they will not return my calls. To add insult to injury, Citizens is now sending me threatening letters accusing me of not paying my flood insurance bill. Every time they fail to make the payment, I risk losing my coverage. I am at wits end and do not know where to turn. Can you assist me getting this issue resolved? XXXX XXXX
Frequently Asked Questions
What is Complaint #5917035 about?
Complaint #5917035 was filed against Citizens Financial Group, INC. regarding Mortgage specifically about Trouble during payment process. It was received by the CFPB on 2022-08-25T12:00:00-05:00.
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.