Date Received: 2023-02-25
Issue: Trouble during payment process
Subissue:
Consumer Complaint: The loan servicer refuses to provide past escrow accounting starting from the origination date of my loan. They refuse to send me my money if there are overage disbursements. They have only sent me reports dating back to 2020.
Company Response:
State: TX
Zip: 75034
Submitted Via: Web
Date Sent: 2023-02-25
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-23
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I would like to file a complaint about missing funds in the escrow account associated with the home equity loan with Citizens Bank. The mortgage was originally associated with Investors Bank, which has been purchased and merged with Citizens Bank in XX/XX/XXXX. As of XX/XX/XXXX, the Annual Escrow Account Disclosure Statement provided by Investors Bank suggested I had a {$90.00} positive balance in the escrow account. Based on the Investors Bank 's Annual Escrow Account Disclosure Statement, I would have a surplus of {$52.00} and I received a check for the surplus. Throughout XXXX, I have always paid my mortgage payment including contributions to the escrow account on-time and the property tax stayed essentially the same. However, in XX/XX/XXXX Annual Escrow Account Disclosure Statement provided by Citizens Bank, I was informed that I had a negative balance of - {$150.00}. The loan with Investors Bank was transferred to Citizens Bank on XX/XX/XXXX. As such, I called and inquired the escrow department with Citizens Bank and I was told that from their records, my escrow account in the beginning of XXXX was in a negative {$30.00} plus balance. There are two issues with my escrow account : 1 ) The escrow account as of XX/XX/XXXX was in positive balance and I received a check due to surpluses. There is no way that the escrow account dropped to negative balance in the beginning of XXXX ( XXXX year end balance was {$90.00} and the surplus check was {$52.00} : {$90.00} - {$52.00} = {$37.00} ). 2 ) The escrow account is only used to pay property taxes. Given the property taxes stayed the same throughout XXXX ( i.e., no material increase ) and I have always paid my mortgage payment on-time, I could not understand as to why an initial negative {$30.00} balance would grow to negative - {$150.00} by XX/XX/XXXX. If the property tax stayed the same and I have always paid on-time, I would expect the deficit to stay roughly the same ( i.e., not growing from - {$30.00} something to - {$150.00} ). I have filed XXXX with CFPB and Citizens Bank closed the complaint after the investigation stating " On XX/XX/XXXX, you notified Investors Bank of a delinquent tax bill you had received. '' as the reason for the escrow account shortage. However, I have never received delinquent tax bill nor contacted Investors Bank ( now part of Citizens Bank ) during XXXX and XXXX regarding delinquent tax bill.
Company Response:
State: NY
Zip: 11201
Submitted Via: Web
Date Sent: 2023-02-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-23
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Sometime in XXXX our PMI should have automatically terminated in accordance with the law ( principal balance below 78 % ). I contacted Citizens and Citizens told me that I would have to make a request for the PMI to be terminated.
Company Response:
State: NC
Zip: 287XX
Submitted Via: Web
Date Sent: 2023-02-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-23
Issue: Trouble during payment process
Subissue:
Consumer Complaint: RE : Taxes Paid from Escrow Account Late - Town has not received the payment - My escrow account has not been credit back for the incorrect payment to the wrong property Hello, I contacted Citizen 's Bank mortgage customer service on XXXX, XXXX, and XXXX because my property taxes are not paid. Citizens Bank escrows for my property taxes. On XXXX I provided a copy of my tax bill to Citizen 's online portal. Citizens provided me with a PIN for the upload. On XXXX Citizens disbursed {$6200.00} from my escrow account. This amount was incorrect, the actual amount due, the amount listed on the tax bill that I provided was {$7100.00}. The Town of XXXX 's website has public access, a password is not required. It is my understanding that lenders use a third party vendor when making payments and the vendor should have also provided the correct amount of {$7100.00}. When I noticed that the incorrect amount was paid I called Citizens mortgage customer service on XXXX to let them know of the error, while I was on the hold the Citizens representative verified that {$7100.00} should have been disbursed. On XXXX I checked my Citizen 's online mortgage account and the only disbursement that was showing was the {$6200.00} made on XXXX. I called Citizens mortgage customer service and I spoke with a representative and the representative stated that the correct disbursement has been made but could not explain why the disbursement was not showing on my online account. It turns out it had not been disbursed as the Town of XXXX has no record of a payment from Citizens to my property. I advised the Citizens representative that I had received a late tax payment notice from the Town of XXXX and that a 2 % late charge was now due. Inexplicably the representative assigned to work with customers regarding escrow payments could not understand why a late charge would be assessed on a tax payment now 2 months over-due. I uploaded the late notice to Citizen 's online portal using the new PIN that they provided me with. I just called the Town of XXXX, today XXXX, and the receiver of taxes stated that they have not received a tax payment. I do see that {$7100.00} was disbursed from my account however I do not see a credit for the {$6200.00} that was disbursed on XXXX. The Town did not receive a payment for my property so it appears as though the {$6200.00} was disbursed to an incorrect address. I have no confidence that Citizens has made the payment to the correct address even though I have verified the Section Lot and Block/Tax Map # with Citizens 3 times and I have no confidence that the late fee was paid by Citizens. I have no confidence that Citizens will credit my escrow account back the {$6200.00} that was disbursed incorrectly to the Town of XXXX on XXXX. After my escrow account is reconciled I would like a new correct escrow analysis, the 2 escrow analysis that I received are incorrect.
Company Response:
State: NY
Zip: 117XX
Submitted Via: Web
Date Sent: 2023-02-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-23
Issue: Problem when making payments
Subissue:
Consumer Complaint: I was never informed that citizens pay was a different entity from my XXXXXXXX XXXX XXXX XXXX when trying to contact them the number reported to credit bureaus is incorrect was reported as a late payment and never received a bill or mail regarding the payment. When I finally found the number was told there was nothing that could be done to reverse the late reporting on my credit report
Company Response:
State: TX
Zip: 75007
Submitted Via: Web
Date Sent: 2023-02-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-24
Issue: Closing an account
Subissue: Can't close your account
Consumer Complaint: We received your complaint. Thank you. We will review your complaint. Depending on what we find, we will typically : Send your complaint to the company for a response ; or Send your complaint to another state or federal agency, or help you get in touch with your state or local consumer protection office ; or Let you know if we need more information to continue our work. YOUR COMPLAINT On XXXX I spoke with a unknown woman from Citizens Bank. She stated that my Business checking account with " ALL AT ONCE XXXX XXXX XXXX " was on hold because my business address didn't match, she also stated that my license number didn't go to anyone, she questioned me about why i get my license in XXXX of XXXX. She also stated my ssn wasn't registered to a person. This unknown woman stated once I went to the bank to fix errors she would release my funds. Once i went to the bank I filled out a w-9 form, I gave the banker a copy of my drivers license and ssc. The banker brought to my attention that the first 3 numbers were different in the system than what was showing on my ssc ( updated ) Human error. Also he ran my drivers license number and it came back valid. I don't understand why this unknown woman lied and said my license weren't valid. I contacted the unknown woman back. The text messages are attached. Please look at attchments. This woman lied to me she did'nt release my funds like she told me she would. I've been trying to reach out to unknown woman she will not return my phone calls or text messages now. I sent this person personal information via text message I'm not even sure if this is legit at this point. All I want to know is wny my account on hold and why am i being investigated. I feel this is XXXX profile for the fact this unknown person stated she doesnt understand my bank activity. ( This is my bank account therefore my banking activity has nothing to do with anyone as long as i'm not commiting fraud. ) My company did a background check on the XXXX cell phone XXXX. The background check shows a XXXX XXXX or XXXX XXXX as the owner. Email address XXXX Fraud XXXX XXXX On XXXX I left a message with XXXX XXXX via her voicemail. I called the number on the letter she updated on the cfpb website. I have not yet got a return phone call. I still have not got an update about my account. I have no idea what is going on. I went to the branch but no one is giving me answers. i called XXXX XXXX today which is XX/XX/XXXX still no answer.
Company Response:
State: MI
Zip: 482XX
Submitted Via: Web
Date Sent: 2023-02-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-22
Issue: Managing an account
Subissue: Banking errors
Consumer Complaint: On XX/XX/XXXX, I checked my account and became aware that Citizens Bank reposted XXXX transactions that were already deducted on XX/XX/2020. Phone calls to XXXX branches resulted in no information. Agents did not know what was going on. No statement was made by Citizens explaining whether this was a hack, an error, a glitch? To this moment, Citizens has still yet to issue a formal statement about this nationwide error. I would like to know how Citizens Bank will be compensating me for this error. When I make an error, Citizens charges me {$35.00} per error. In fact, they used to reorganize transactions to make it more profitable, creating snowballing fees that were more lucrative for themselves.
Company Response:
State: PA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-02-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-22
Issue: Struggling to pay your loan
Subissue:
Consumer Complaint: Payments were being withdrawn from my account automatically. There were XXXX occasions when there were insufficient funds I wasn't aware that it would cause my loan to go into default status as the payments were still being withdrawn on a monthly basis. XXXXXXXX XXXX XXXX my loan. When I tried to have the loan reinstated and an explanation of why it was charged off, it took several attempts to get answers. XXXX told me to call Citizens, and Citizens told me to call XXXX. It was a lot of back and forth with no answers. XXXX XXXX XXXX action, and now I am paying XXXX, XXXX, XXXX & XXXX XXXX XXXX XXXX Now, I have XXXX charge-offs on my credit report. XXXX are from Citizens Bank XXXX and the third is from XXXX XXXX
Company Response:
State: NJ
Zip: 07644
Submitted Via: Web
Date Sent: 2023-02-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-23
Issue: Managing an account
Subissue: Fee problem
Consumer Complaint: XXXX complaint previously submitted - issues with Citizens bank were not resolved completely, they issued several credits but continue charging customers monthly, didn't fix their programming bugs and preventing a customer from transferring money to another bank. Calling them about their issues wasn't helpful unfortunately, moreover they refused to issue credits for the month of XXXX. Here 's some details about what happened : I called Citizens bank about the fees this bank shouldn't be charging several times after they acquired XXXX free checking accounts since XX/XX/XXXX - first they tried charging monthly fees illegally, then came up with a statement delivery fees. It's illegal to charge customers such fees first of all because it's a responsibility of the bank to provide account statements to customers, but moreover because they have bugs in their online app, and they were notified about that over the phone as well. Please take appropriate action. Thanks in advance. A representative credited the fee for the statements retroactively but they continue to charge their fees even though they were notified about their bugs in their online banking, a representative also asked for an email address, insisting on a paperless option, although I've told her that it would be better if they fix their online banking bugs first. Until they will - paper statements delivery is their only option to do things right for their clients. XXXX XXXX XXXX have responded to the previous complaint and also credited several fees for statement delivery, but it's not solving the situation going forward as they continue to charge me. I had a completely free account with XXXX so I expected the terms to be at least matched to wht I had, and I emailed XXXX XXXX XXXX about that. He recommended signing up for a paperless option and I responded that technology is good when it works, which is not the case with Citizens bank unfortunately, so since the only option which works at Citizens bank at this point is the old fashioned statement delivery via regular mail and until they fix all the bugs online they may not charge anyone for statement delivery by mail. I as well received a flyer advertising their Citizens Quest account and even though I was already ready to transfer all my money to another bank and once that's completed to close the account with Citizens, I've emailed XXXX XXXX about that as well, as I never agreed to pay almost XXXX USD and then additional XXXX USD monthly for something which is actually a responsibility of the bank - they assigned some account terms upon the acquisition of the accounts from other banks, with the terms unacceptable for the customers. XXXX XXXX never responded to the last email though. They acquire accounts from other banks like XXXX and Investors bank and then just change the terms without customers approval, like for example start charging you a XXXX USD statement delivery fees monthly, which is actually a banks responsibility to mail statements to their customers. Their online banking isn't working, has lots of bugs, so basically old fashioned statement becomes the only way which works so far at this bank. None of the other banks actually charge you any fee for statement delivery. Telling them about the bugs in their app or web is useless as they didn't fix nothing even a year later after you called them multiple times. We tried troubleshooting their online banking on the phone with several reps and they only got surprised that it wasn't working. Finally I was able to enroll after finishing a conversation with Citizens myself by choosing a phone call instead of a text message for the code, as text message is still not working for some reason. Nevertheless even after enrollment I only discovered more programming bugs- one of their bugs is with the funds transfers ( which is one of the most important ones for me at that point, as I got tired from this kind of service and wanted already to just move my money to another bank ). Additional errors- when you click on their links for certain Terms it was showing error message instead of the terms. Some checkboxes were not checkable or even clickable, but I'm assuming they have a long list of errors. It's unbelievable that with all these errors they are even trying to charge people for something. If you had a completely free account with your old bank, Citizens bank wouldn't care to even match the terms, not to mention of thinking to offer you some better terms - no wonder nobody wants to open accounts with them and they buy accounts from other banks. So they hit your account with a XXXX USD just because someone at Citizens bank decides so apparently, even if you'd never agree to such terms. If you call them their reps try to make you feel as if they did you a favor if they will be processing a credit for this fee. Also they sent a flyer advertising a 25 % interest rate booster for some new type of account Citizens Quest Checking ( where you can avoid a monthly fee if you maintain a balance of XXXX USD ) but if you call the phone number on the flyer they tell you it expired, although there's no expiration date on the flyer listed, so apparently that is false information as well as false advertising practice. I already found another bank and decided to transfer my money to the new bank before another monthly charge and statement delivery charge hits the account, but Citizens bank gave several errors preventing the transaction. This is completely unacceptable- they hold my money and in the meantime just take it away in the form of various charges which I never agreed to begin with. Please take appropriate action. Another awkward thing happened when I called Citizens bank on XX/XX/XXXX and used the automated telephone system to check my account information - the system already subtracted XXXX USD for statement delivery with a future date - XX/XX/XXXX. I decided to double check transaction history and used an appropriate prompt with the phone automated system- it literally did list a debit in the amount of XXXX USD with a future date, XX/XX/XXXX on XX/XX/XXXX. Well, this is unacceptable and wrong- if you're trying to transfer your money to another bank and once the transfer goes through to close the account with Citizens bank prior to XX/XX/XXXX, this could put any customer in a position where the amount is XXXX USD less than the balance that is expected to be on the account on XX/XX/XXXX. The last representative I've spoken to, XXXX ( pronounced as XXXX XXXX on the phone on XX/XX/XXXX refused to connect the call to a Supervisor and issue credits and hanged up. Prior representative, XXXX, connected a call to some supervisor by name XXXX but apparently there was some problem with XXXX 's telephone as all she was saying was really mumbled and apparently and also her accent was making it impossible to understand what was she saying. Please take appropriate action and have this Citizens bank credit all their customers all the charges they illegally charged as this is almost same as stealing money from customer.
Company Response:
State: NY
Zip: 11204
Submitted Via: Web
Date Sent: 2023-02-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-22
Issue: Trouble during payment process
Subissue:
Consumer Complaint: MORTGAGE PAYMENT FOR XX/XX/2022 In XX/XX/2022 I purchased 3- XXXX XXXX Money orders TOTAL of {$2100.00} in the denomination of {$1000.00} + {$1000.00} + {$150.00}. The 3-Money orders were addressed to CITIZENS ( as instructed by my mortgate company ) and mailed it via XXXX XXXX XXXX XXXX to the address : CITIZENS, XXXX XXXX XXXX, XXXX RI XXXX My letter was INTERCEPTED by someone. The 3-Money orders were ALTERED and CASHED by somebody named " CITIZENS of XXXX XXXX XXXX XXXX I contacted XXXX XXXX for proof of payment of the 3-money orders. I paid XXXX XXXX XXXX XXXX fees in order to get the front and back of the money orders showing who cashed the money orders. I have the copies in my possession now COLLECTION AGENCY CALLS/TEXTS/LETTERS Citizens Mortgage company continue to accuse me of NOT being current in my mortgage payments. On monthly basis I am being charged LATE PAYMENT fees even though I continue to make monthly mortgage payment. I have sent CERTIFIED LETTERS to CITIZENS CEO and another Office Manager to investigate this matter. I have not heard back from them.
Company Response:
State: TN
Zip: 380XX
Submitted Via: Web
Date Sent: 2023-02-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A