Citizens Financial Group, Inc. Mortgage Complaint

Citizens Financial Group, Inc. Mortgage department,

Other mortgage Application, originator, mortgage broker Massachusetts

In - 2015 I applied for mortgage refinancing to Citizens Bank. I sent all information and I disclosed everything in writing. During this time I got a better offer from another mortgage company, but I was told by the loan officer - - their policy is to match all offers, to get the business. The process was very slow, and we provided all the required information with no delay. Loan officer assured us that we are all set with the application and we need to pay the appraisal fee in the amount of $470.00. The appraisal report came after one week, but with wrong information ( only half of the house was appraised - sq.ft instead of - sq.ft ). Right away we contacted - -, our loan officer, and again we were assured to keep going with the process and correct this after we will obtain the refinancing ( in his opinion to correct the appraisal report will slow down the approval process ) .After couple weeks, the application was denied and my fee of $470.00 never returned to me. We were trying to contact - - by phone or email and he never responded to us. In this situation we manage to reach up to the manager of that department - - -. He understood our situation and he assured verbally and by email that we are entitled to get our many back ( see attachment ). Couple times we were told that we neglect to check our credit card, because the money are returned already. Also we had a - way call with -, us, and our credit card company representative. After 4 months - -, -, -, - ) of communication with - - we did not get our money back and now, like the loan officer he stopped to respond to our emails or phone calls. At this point we feel like we need help from your bureau to get our many back. Regards, - - - home