Date Received: 2023-02-09
Issue: Trouble during payment process
Subissue:
Consumer Complaint: This is a new issue since tax time just started! We have been working with company and things are getting no better! Now we have received our XXXX Mortgage interest form and it is wrong missing the correct amount of interest paid to bank as well as buy down being incorrect and more! They have charged for buy down in a loan which ended in XXXX if XXXX yet they charged for the whole months ( XXXX ) rather than XXXX at the most at {$130.00} per month! They have also not reported the payments made to XXXX in which interest was once again charged and more to. There number sis off by $ XXXX to say the lease! We have requested since XX/XX/XXXX that they send out a corrected copy and not produce false information to the IRS!
Company Response:
State: MA
Zip: 02072
Submitted Via: Web
Date Sent: 2023-02-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-09
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: Please see the emails below. I had originally applied for a Home Equity Loan at Citizen 's Bank in XXXX for the amount of {$50000.00}. I was told I needed a full appraisal to complete this transaction. I had the appraisal done on XX/XX/2023 and on XX/XX/2023 was notified that I was in the final review and my Home Equity Line of Credit was for {$60000.00}. This was {$10000.00} than I originaly requested. I was told by the appraisor that he would have it to the bank the following day. They emailed me two weeks after my appraisal was completed. After that email I waited and waited and waited. I emailed Citizens Bank today, XX/XX/2023 and got the reply below. No professionalism, no explanation for why it took so long to contact me, and nothing telling me why I would get the preapproval fr more than I requested. XXXX XXXX is unproffessional and is incompetent at his job along with XXXX XXXX XXXX XXXX, XXXXXXXX XXXX XXXX XXXX ( 19 minutes ago ) to me, XXXX, XXXX Apologies XXXX, The appraisal came back short so we were unable to proceed with the HELOC application. Value came in at {$270000.00}. XXXX x XXXX XXXX = {$230000.00}. {$230000.00} - {$230000.00} ( mortgage balance ) = {$910.00} Sorry we could not be more helpful. XXXX XXXX XXXX XXXX XXXX XXXX # XXXX Citizens One Citizens Bank XXXX XXXX, RI XXXX XXXX : XXXX Phone : ( XXXX ) XXXX Fax : ( XXXX ) XXXX Email : XXXX For more information about your new Citizens HELOC, please visit the HELOC Customer Resource Center. From : XXXX XXXX XXXX Sent : Thursday, XX/XX/2023 XXXX XXXX To : XXXX, XXXX XXXX Cc : XXXX ; XXXX, XXXXXXXX XXXX XXXX Subject XXXX Re : Status of your Citizens Bank Home Equity Application # : XXXX XXXX XXXX This email originated from outside of the organization. Do not click links or open attachments unless you recognize the sender and know the content is safe. Good afternoon, I am reaching out to check on the status of our HELOC application. We were told it was submitted for final review and in the last stage of the lending process. Would you have an update on when we should be expected to close on this loan? Thank you very much, XXXX XXXX On Tue, XX/XX/2023 at XXXXXXXX XXXX XXXX XXXXXXXX XXXX wrote XXXX XX/XX/2023 Application # : XXXX Dear XXXX and XXXX XXXX, Great news, youre almost there! Your Home Equity line of credit application ( XXXX ) has been submitted for final review and is in the last stage of the lending process! I would like to take this opportunity to review important information with you regarding what to expect once your application is ready to close. Your new line of credit will be : Approved amount- {$60000.00} Rate variable based on XXXX XXXX %. This rate includes all applicable discounts. New minimum monthly payment will be Interest Only As a reminder, the annual fee for our standard HELOC is {$50.00} ( waived for the 1st year ). The annual fee is waived if you maintain a XXXX XXXXXXXX Checking or XXXX XXXXXXXX Checking account on the anniversary of your credit line when the annual fee would be assessed. Once the application is approved, a representative from our Closing team will be contacting you to schedule your closing. After the closing takes place, you will have a 3 day Right of Rescission ( not applicable for second homes ). On the fourth business day you can access your funds several ways : Online or Mobile Banking ( must be established in advance ) If you requested advance of funds from your HELOC to a Citizens deposit account when scheduling your closing Visit a branch You may also access your HELOC by using checks that will arrive in 7-10 business days. For more information you may visit the HELOC Customer Resource Center. We will email a post-closing survey to ask for your rating of your overall application process. I would be grateful if you could take just two minutes to complete the survey and provide any feedback you may have. Please let me know if you have any questions and thank you again for choosing Citizens. XXXX Thank you, XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX Citizens Bank XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, VA XXXX XXXX : XXXX XXXX XXXX XXXX Email Address : XXXX XXXX
Company Response:
State: NY
Zip: 12047
Submitted Via: Web
Date Sent: 2023-02-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-09
Issue: Managing an account
Subissue: Problem making or receiving payments
Consumer Complaint: Again I am having the exact same issue as before. I am unable to use funds in my own account. Hold times to speak with the fraud department exceeded 2 hours at any point in any time. Ive tried reporting fraud since XXXX. My transactions are being blocked. No explanation is being given. Cant get a representative on the phone because I dont have 3-4 hours to wait on hold. This is unacceptable. Next step is calling the news and posting on social media.
Company Response:
State: NY
Zip: 14220
Submitted Via: Web
Date Sent: 2023-02-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-09
Issue: Problem caused by your funds being low
Subissue: Bounced checks or returned payments
Consumer Complaint: On XX/XX/2019, I was scammed by XXXX XXXX on XXXX and ended up owing Citizens Bank {$4800.00}. I been constantly getting harassed by the bank collectors and by detectives, which I been cooperative and they still haven't helped resolved the issue. This event has caused much trauma and makes me feel as if they don't care about the situation. I'd like to file a lawsuit against Citizens Bank for harassment and defamation. I am currently XXXX XXXX for the United States XXXX and want this resolved so I can be able to finance a beater to get to and from work. This incident ruined my life. Please help.
Company Response:
State: AE
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-02-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-09
Issue: Problem with a purchase shown on your statement
Subissue: Credit card company isn't resolving a dispute about a purchase on your statement
Consumer Complaint: In XX/XX/2022 I ordered a made to order cat tree from XXXX & XXXX in XXXX, FL for {$590.00} and paid for it with my credit card through Citizens Bank. A few months in I called Citizens to find out my options because I felt I wasn't going to get what I ordered. I was told by Citizens that all I had to do was file a claim. I filed a claim at the beginning of XX/XX/2022. It was denied because they said I waited too long. I contacted the office of the president explaining what happened and that I didn't feel it was right they denied my claim as I had called to ask what my options were and was told only to file a claim. There wasn't any timeframe mentioned. XXXX from the office of the president said she would call me back. She called this morning to let me know my claim was denied. I asked her what Citizens time frame is? How long DID I have to file a claim and where is this written? XXXX said " I have no idea ''. If the EMPLOYEES do not know how long I have, how am I expected to know? I'm taking this to you because I feel vehemently that this claim should not be denied as I was following the instructions given to me by an emplyee of Citizens.
Company Response:
State: MI
Zip: 48327
Submitted Via: Web
Date Sent: 2023-02-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-08
Issue: Managing an account
Subissue: Cashing a check
Consumer Complaint: In XXXX of XXXX, I wrote out XXXX checks from my personal checking account at Citizens Bank : Check Date XX/XX/XXXX, Check # XXXX, Payee XXXX XXXX XXXX XXXX, Check Amount {$6300.00}. Check Date XX/XX/XXXX, Check # XXXX, XXXX XXXX XXXX XXXX XXXX, Check Amount {$6300.00}. Someone got a hold of these checks and created fraudulent checks with the exact same check # and amount. The only difference were the names the checks were made out to. Instead of XXXX XXXX Vacation Owners a check to XXXX XXXX was deposited for {$6300.00} and instead of XXXX XXXX and XXXX a check to XXXX XXXX was deposited. I reported this fraud to Citizens Bank in XX/XX/XXXX once we realized what had happened. They submitted a claim, but it was denied because we didnt notify them in time. I escalated this to a banking contact at Citizens Bank and was put us in touch with someone in their fraud department. I left multiple messages for the fraud department, but never heard back.
Company Response:
State: PA
Zip: 191XX
Submitted Via: Web
Date Sent: 2023-02-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-08
Issue: Managing an account
Subissue: Problem accessing account
Consumer Complaint: I put {$200.00} dollars in the bank for the 3.75 % apy through a third party bank known as Citizens Access, for some reason, and they have no answer to this, my account is under review. All I did was transfer money from XXXX and XXXXXXXX XXXX over to my account to leave in so that I can collect interest, and I was considering doing biweekly deposites of XXXX dollars, totalling $ XXXX. I feel like I have been scammed, and am concerned. Im reaching out to the consumer finance bureau to get Citizens Access to fix this. I tried to fix it myself, but upon reaching out, they couldn't tell me what's going on, let alone fix it. This is completly unacceptable, and since I could lose my cat, a rescue, to parvo due to not being able to get that money for his vet appointment on Friday, not only is this unacceptable, but this is also UNFORGIVEABLE. I want my money, back. Please, and thank you.
Company Response:
State: NY
Zip: 12303
Submitted Via: Web
Date Sent: 2023-02-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-08
Issue: Trouble during payment process
Subissue:
Consumer Complaint: When we send a check they wait until the XXXX of the month to put it through and charge us a late fee so we finally decided to call and do check by phone and last month we called on the XXXX and they didn't put it in all month and they want it now with late fee and insuf funds too plus this months payment and we checked with the bank. No insufficient funds on us and no payment was put thru at all
Company Response:
State: KS
Zip: 66762
Submitted Via: Web
Date Sent: 2023-02-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-08
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I started a mortgage with Investor bank in 2015, my monthly payment was around {$2.00}. Now they sold the mortgage to Citizen and they changed my principal rate. My current payment is {$4.00}. According to your new calculation, I will pay off my principal debt in less than 10 years. In other words, they changed unilaterally the terms of my contract. I called and explained that they can't change the principal, it's not a 30 years mortgage anymore. This amount is too high and my husband and I are having a hard time. Please help us. I called the bank multiple times and I sent and official letter. They replied that they are reviewing my case and get back to me in 30-60 business days.
Company Response:
State: NJ
Zip: 07016
Submitted Via: Web
Date Sent: 2023-02-08
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-09
Issue: Problem when making payments
Subissue:
Consumer Complaint: I have a loan with Citizens Bank. On XX/XX/XXXX, my debit card that was on file to make monthly automatic payments was compromised due to suspicious activity. As a result, I was issued a temporary debit card and a permanent debit card from my personal bank within a XXXX-month timespan. Because my automatic payments could not be made with my initial debit card, I received an email from Citizens Bank notifying me to update my payment information. I immediately updated my card information with the temporary card in XXXX and the permanent card in XXXX. Citizens Bank refused to charge my card ( s ) the day I updated my payment information. As a result, there were XXXX missed payments that appeared on my credit report and my excellent credit score dropped by XXXX points. I would like to report that Citizens Bank intentionally did not take out the amounts I owed in XX/XX/XXXX and XX/XX/XXXX and as a result, my credit score has plummeted. I was put in contact with XXXX XXXX from the Office of the Chairman who admitted that there was wrongdoing on Citizens Bank 's part but will not correct the issue. It is extremely deceptive to email consumers to their update payment information, but not indicate that a payment will not be made immediately. XXXX took my feedback to improve future communication with customers on her end ; however, refuses to resolve the issue that has impacted me. There are other consumers who were in a similar situation who had this issue resolved. Citizens Bank is not a consumer-friendly bank, but rather a collection agency. The company asks customers to put a credit card on file as opposed to the account number of a bank account to take out automatic payments for a loan. This is a malicious way to conduct business. There are customers whose debit cards may expire, be compromised, etc. and they are unable to make a payment due to no fault of their own. Citizens Bank intentionally wants to destroy the health of consumers credit with their misleading practices. Furthermore, there is nothing in the terms and conditions that states that a payment will not be processed the day that a consumer updates their payment information. It's deplorable that Citizens believes in the importance of customer building and satisfaction but has admitted fault in this situation and refuses to correct the issue. Please see attachments that convey my card on file was compromised and an email from Citizens Bank that shows the lack of clarity for when a payment will be made once a consumer updates their payment information. ***It is important to note that on XX/XX/XXXX, Citizens responded to a complaint I filed with XXXX and removed the late payment for XXXX from my credit report but kept the late payment for XXXX on my credit report. Both XXXX and XXXX need to be removed from my credit report immediately! This is a clear acknowledgement that this should have never been placed on my credit report.
Company Response:
State: MD
Zip: 20744
Submitted Via: Web
Date Sent: 2023-02-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A