Citizens Bank, National Association Corporate

Complaint ID: 7920480

Product: Mortgage

Sub-Product: FHA mortgage

Issue: Struggling to pay mortgage

Subissue: Trying to communicate with the company to fix an issue related to modification, forbe

Company: CITIZENS FINANCIAL GROUP, INC.

Complaint: Because of some issues resulting from XXXX and needing to change jobs, we fell a month and a half behind on our mortgage. we got to a place where we could make the monthly payment again but couldn't make the back payment. We asked for help and got a loan modification. We completed our trial payments in XXXX and have been waiting on the final loan modification paper work since that time. We have upheld our end of the bargain and have been making our monthly payment still every single month. these payments are not being applied to our mortgage so the credit bureaus think we are months behind on our payments now. When I call to ask about the loan modification I get the run around from multiple people and 9 times out of 10 they try to shake me down for the money Ive already paid them saying that I'm between $ XXXX {$7000.00} behind depending on who I talk to. Additionally I have been told that the paper work is on its way, then the next call it isn't, the next call its with another department, the next call I am told the person handling it will give me a call and a manager will give me a call. The only way I got to file a complaint with the office of the chairman is because I mentioned this Bureaus name. The Loss Mitigation department who handles this will not answer any of my questions. The only thing they will tell me is that they are submitting an expedite request to have this resolved. Ive asked to speak to managers 4 times and have never gotten a call back. I have filed a complaint with their Office of the Chairman, the person handling that complaint is XXXX and his phone number is XXXX but even he has not been able to get any headway made. My credit is wrongfully in shambles and I have very little faith that Citizens will get it fixed. We have gone through proper channels, shown great patience with their departments, but nothing is being done while I continue to be held XXXX and have false reports filed with the credit bureaus that I am even further behind on my mortgage payments.

Company Response: Closed with explanation

Timely Response: Yes

Consumer Disputed: N/A

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Complaint ID: 7915780

Product: Payday loan, title loan, personal loan, or advance loan

Sub-Product: Personal line of credit

Issue: Problem when making payments

Subissue:

Company: CITIZENS FINANCIAL GROUP, INC.

Complaint: Date of the transaction. XX/XX/2023 The amount of money you paid the business? So far I have paid them XXXX in installments What the business committed to provide you? They had committed to provide me with video footage of anyone, or everyone breaking into my room. What the nature of the dispute is. The nature of the dispute is that they have not provided the service I needed, especially whenever I found that important items were missing from my room, and that someone must have broken in. The cameras were always down when there were break-ins. The company itself would log me out, and block my online account from viewing the events that happened in my room. When I log into the XXXX application or website, I am not given access to anything else except 2 factor authentication, which I did, but nothing more than that has been accessible, no footages, no monitoring, nothing. I am made to pay an extra {$27.00} for just logging in, which is unfair. I need a refund of XXXX and cancelation of their service by the company itself. Whether or not the business has tried to resolve the problem. The business has failed to resolve the problem. When I reported, they would then make me go through another login process and failed to retrieve the footages of the days when I had a burglary or break in. They sent somebody to just come and look at the camera and did not resolve the real issue of failure to provide me with footages of the days when I had a burglary or break in. Account or order tracking number. There are two accounts. They are collecting money from both of these accounts, citizens bank line of credit and XXXX XXXX XXXX If the issue involves advertising, where and when the ad was seen or heard. It was an ad that popped up on my screen when I looked up security cameras on XXXX

Company Response: Closed with explanation

Timely Response: Yes

Consumer Disputed: N/A

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Complaint ID: 7915779

Product: Checking or savings account

Sub-Product: Checking account

Issue: Closing an account

Subissue: Funds not received from closed account

Company: CITIZENS FINANCIAL GROUP, INC.

Complaint: Citizens bank allowed recurring transfer to go through after account was closed. Now the transfer and my account login is deleted so I need the {$10.00} sent to me via check.

Company Response: Closed with explanation

Timely Response: Yes

Consumer Disputed: N/A

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