Citizens Bank review: Forbearance, loss mitigation, loan modification, chairman's office, Tonya Lariviere

The below email was originally posted under Citizens Bank reviews and also emailed to multiple email addresses within Citizens Bank on September 27, 2023. On September 28, 2023, I received a Citizen's correspondence email from Tonya Lariviere who claims to be the Senior Advocate in the Chairman's office. We did exchange a few phone calls and emails after she claimed she would be able to help me but then she stopped responding. I have emailed and called her multiple times leaving voicemails but have not heard from her in several weeks. This is extremely frustrating as it has been for several years now dealing with your company. Your bank has screwed me over and I can't even get decent customer service to help me with a multiple hundred thousand dollar loan. The person who claimed could help me and supposedly the highest customer service rep had no power to assist me with any of this or get any answers. She literally knew nothing. I had court a month ago to remove my ex wife from the loan which still has not been done after being told several times by multiple people that she would be removed through the loan modification process. I will continue to share my story and how horrible of a company Citizens Bank is until I receive the help I have been requesting for over years... removing my ex wife off of the loan ordered by a judge in the court of law. I expect a response from someone who actually has power in your company that can help me with this. I will be happy to show the paper trail and call logs of all the time your company has stolen from me.

During covid we were offered the forbearance plan and told that there are no penalties. We were also told that when it came time to start paying our monthly payment again that the missed payments would be added to the end of the loan. So the promise was that they extend the life of the loan, the interest rate goes down and that the monthly payment would go down too. Years later after dealing with them claiming they supposedly didn't receive my "complete" loan modification packet (which was confirmed via email AND A LETTER WAS MAILED TO ME STATING THEY RECEIVED THE COMPLETE PACKET & I WOULD HEAR FROM THE PERSON ASSIGNED TO ME) all of this was a lie. My payment has gone up, my interest rate has gone up. On top of this due to a divorce I need to remove my ex wife off of the loan and originally they told me they can do so during the loan modification process with a divorce decree. Again another lie! Every time I try to get answers no one can help me! Customer service can't help because the loan is still in loss mitigation. Not even "supervisors" or "managers." They can't connect me to someone who can help either! When I speak to loss mitigation they repeat the same script over and over again and refuse to connect me to a manager or say that they are unable to help too. So please tell me how a company this large dealing with thousands and millions of dollars cannot help! How are all of these employees so incompetent and how can I not be connected to somebody who does have solutions? Who is running the company then? Not only have they messed with my financial stability but they have worsened my mental and physical health. This message is the least that’s happened so I hope this email finds it’s way to the right person who can help me.