Citizens Bank review: Loss mitigation 1

As per home equity account number [protected]

To whom this may concern. It has been brought to my attention that my original loss mitigation application submitted back in May 2023 was rejected because of a lock on my credit report. I was told by a rep in loss mitigation to remove the lock on my credit report and submit all of the info again in order to start the process all over again. All Citizens Bank had to do was call me or send me a email or letter requesting me to remove the block on my credit report so we could proceed with the application. No one has contacted me and requested removal of the credit block. Instead, Citizen's loss mitigation department put my loan into foreclosure, ruined my credit and tacked on late fees since the month of my original loss mitigation application. May of 2023. Who is Sherlita Fox? She provided me with a phone number that leads to the collections department and no one knows Sherlita Fox. I was also in contact with Stacy Swett at [protected] who works for the Office of the chairman. I have left her several messages and sent her several emails regarding this issue and and she refuses to respond.

As per this Loss Mitigation case, It was my understanding per letters I received, that Sherlita Fox is my “relationship manager” and “single point of contact” Unfortunately this is not the case. I sent all of the required documentation last May for my loss mitigation application. No one contacted me after all of my information was submitted and I was told the application review process would take 3 to 5 months. No one ever contacted me after that even though I received a letter dated May, 2, 2023 that a single point of contact "would call me to discuss options" No phone calls, no emails, nothing. My application was then cancelled because I have a block on my credit report and no one sent me a letter or called me to work with me and request that I lift the block so Citizens could move forward with the loss mitigation application. Instead, Citizens cancelled my loss mitigation application, put my loan into foreclosure and ruined my credit. I am now reapplying for Loss Mitigation and I have submitted tons of information to Citizens loss mitigation. Every time I email Loss Mitigation forms and information I am told something else is missing. There are too many people involved and one single point of contact would be the way this should be handled. Why am I receiving letters and emails from Sherlita Fox claiming that she is my single point of contact? Why do these letters and emails say at the bottom “If you have any questions, please contact your Relationship Manager below” and Sherlita Fox is the name is on the letter with this phone number. [protected]? When you call the 7364 number you get a loan counseling department in a foreign call center and no one knows who Sherlita Fox is. Why is a direct number to Sherlita Fox being provided when she actually has no direct phone number? This process is broken and Citizens bank is playing games and setting customers up for failure. This has been nothing but a nightmare. I need upper management to call me please. I have requested a supervisor call back 6 times in the last 2 weeks and as promised the call back never comes. More games. My contact info has been sent via email dozens of times with no response.

Brad Worsfold [protected]