RBS Citizens Mortgage Complaint

RBS Citizens Mortgage department,

Conventional fixed mortgage Loan servicing, payments, escrow account Massachusetts

An over payment of approximately $1100.00 was made to - on - - -/-/2015 as final payment on a mortgage. Citizens claimed to have sent a refund of that check to my home address for that amount within 10 days of receipt of the over payment. I did not receive it. I called to request a new check. Citizen 's customer support advised that a new payment would be sent out. By - -, I had not received a check. I called again and was told to send a request for a new payment in writing to Citizens Bank NA, - - -. - in -, RI. I did so on -/-/-/-/2015 by means of both fax and - post. On or about - - I followed with a phone call to Customer service and was advised that my request followed too closely to the matter of the previously mailed check, but that that Customer Service representative put in a special request to have a check sent out during our phone call. He advised that I call back to confirm the action had taken place and get further information as to when to expect the check. I called back again on - -. I was advised by Customer Service that no change had been processed and no check had been reissued. I was directed to call back again within 3 days. This issue has wasted my time and I am still without my money.