Mortgage -- Trouble during payment process -- Complaint #9422117

Complaint Overview

Complaint ID: 9422117

Company: Citizens Financial Group, INC.

Product: Mortgage

Sub-Product: Conventional home mortgage

Issue: Trouble during payment process

Sub-Issue: Escrow, taxes, or insurance

State: New York

ZIP Code: 10021

Date Received: 2024-07-03T12:00:00-05:00

Date Sent to Company: 2024-07-03T12:00:00-05:00

Company Response: Closed with explanation

Timely Response: Yes

Consumer Disputed: N/A

Submitted Via: Web

Consumer Narrative

Since we obtained our mortgage in XXXX, we called the Citizens mortgage tax department every time we got a tax bill to confirm that it was going to be paid from our escrow. The tax department confirmed each time and told me repeatedly that all tax bills are paid from our escrow so we do not need to keep calling each time we get a bill. In XXXX or XX/XX/XXXX, we received a final notice on a tax bill from our towns tax department which also listed approximately {$500.00} in interest due for failure to pay, in addition to the approx. {$5000.00} tax bill. When I called Citizens, after several calls, they finally confirmed that they did not in fact pay the bill because it was an interim tax bill, which they do not pay from escrow. After numerous calls back and forth, we agreed that Citizens would pay this bill from our escrow account ( which we would then pay ). After several additional calls from me, the bank finally confirmed in XX/XX/XXXX that they paid the bill including interest so we were all set. In XX/XX/XXXX, we received a notice of sale flag on our home for failure to pay taxes. I called Citizens and they assured me that they are escalating this issue to see what happened. After several weeks and several more calls ( during which I kept being told that this was escalated ), I called the tax bureau directly and figured out how we could just pay the outstanding balance so we did not lose our home. The amount due of {$160.00} was a result of Citizens not paying the full amount in XX/XX/XXXX despite them confirming with us repeatedly that they had done so. I called Citizens and told them not to pay anything from escrow because we would be paying the tax department directly so we did not lose our home. The next day we received a notice from Citizens that money was taken out of our escrow. After several more callsincluding questions regarding my how money was taken out of our escrow account after we told them specifically not to do so the prior dayCitizens ultimately put the money back in our escrow after 5-10 days. Since that happened, we have asked the mortgage/tax department for ( XXXX ) the approx. {$500.00} in interest we incurred from the first interim bill that they told us they would pay from our escrow since they pay all tax bills, but never paid until the partial payment in XX/XX/XXXX ; ( XXXX ) the {$160.00} that we had to pay because they failed to pay the correct amount in XX/XX/XXXX despite confirming that they did so; and ( XXXX ) an explanation of how money was taken out of our escrow account when we explicitly told them not to take money out, and what changes were made to their procedures to make sure that did not happen again. We have not received an answer to any of those questions except that they are not paying for any expenses because this was related to an interim tax bill.

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This analysis is AI-generated based on publicly available CFPB complaint data. It does not constitute financial or legal advice.

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