Date Received: 2022-10-11
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: To Whom It XXXX Concern : Sorry for this being pretty long but I feel like a timeline will help explain our situation. I applied for a refinance and mortgage with my husband on XXXX XXXX, XXXX, with XXXX Bank. We started the loan process online and we were automatically assigned to a loan XXXX. He was located in Rhode Island so I am not sure why we were assigned to him although at the time it didn't raise any red flags as we were unaware of where his location was and his assistant was from Texas. We locked in our rate of 5.875 % until XX/XX/XXXX and decided to move forward. This was our first time doing a refinance and our loan XXXX XXXX XXXX was no help at all. We explained at the beginning of this process that we were looking to get out of our high-interest payments with our private lender and that we were looking to pull XXXX from our home equity to install heating/cooling in our home as we have rehabbed most of it and only had some cosmetic items left. We also paid in full for our appraisal after this conversation as that was the only way to move forward. ( All dates are when XXXX Bank letters were postmarked, keep in mind we received the mail a little bit behind these postmark dates ) We had little communication during the entire process and when we did talk it was like he didn't know what we talked about prior, or he asked for paperwork we already sent in multiple times and there were numerous times when he would not respond to emails or questions but instead ask for the same paperwork. This happened numerous times throughout the process with not only us but our lender sending things 3 times to not only XXXX but his assistant. On XXXX XXXX, XXXX ( Postmarked ) We are sent paperwork with a punch list from XXXX asking for more paperwork to move forward. We sent it in within XXXX via email. They also wanted to see XXXX reserves of payments in our bank account. I told them we got paid the following week and could send it in then. On XXXX XXXX, XXXX ( Postmarked ) we were put into an Adjustable rate mortgage without our consent. On XXXX XXXX we had our appraisal. We never had XXXX before and we were in the middle of some projects, updating the countertops to cement which were being poured in place and had the forms already set, the sink was laying in front of them. Updating the lighting upstairs to LED recessed lights and updating the master bath sink to match the XXXX bath. We also had the floors refinished but they were done at the time of appraisal. We didn't know at the time that some of these things could not be counted as part of the appraisal until they were done. The XXXX told us about " subject to completion '' which we had no idea about. XX/XX/XXXX - Called XXXX about the " Subject to '' with no answer. XXXX XXXX We finally get a call from XXXX after XXXX his assistant to please have him call us because our emails and calls were going unanswered. He stated he was in the hospital and that is why he was not responding but that emails were the easiest way to contact him and get a response. He said he will fix the ARM we were put into and told us our file had gotten mixed up with someone else 's while he was in the hospital. I ask about the Subject To XXXX. He stated we could reorder if work could be done that week, I told him I would talk to the countertop guys and get back to him. We also send in our XXXX tax return the same day it was asked of us via email. XXXX, XXXX I emailed XXXX and told him because of dry time on the countertops the sink couldn't be installed but the following week could work as per our conversation on the phone. I also at this time asked what the XXXX was because we wanted to figure out our best plan of action. No response. XXXX XXXX, XXXX ( Postmark date ) - We received our appraisal copy in the mail. We are in the 60 % XXXX range and we appraised higher than expected. Our loan XXXX never says anything about the numbers or brings up the appraisal in any conversation. On XXXX XXXX ( XXXX ) we were now put into a new interest rate of 6 % with added points without our consent even though we were locked in. We also send in our XXXX reserves as requested back on XX/XX/XXXX. XX/XX/XXXX, XXXX I emailed XXXX XXXX the rate change with points - at XXXX XXXX calls XXXX XXXX. ( XXXX Call ) Doesn't say anything about the new rate, Stated to make this work we need to pay off all debt. Can't give a definitive number just says all debt including the car. I'm taken back and don't think to ask about the rate change as this is the first mention of this. He says not to worry about the debt yet and to just send in the paperwork for reserves, I already have done this but say I will XXXX that over to him right away again. XXXX XXXX- I call a different loan XXXX from Citizens Bank and ask about XXXX XXXX and XXXX and ask them for the status of my loan. They don't know why my rate has changed. As of XXXX, my loan is in underwriting and looks good. I am told we are going to close soon and to call my loan XXXX about the rate change. I also ask for the supervisor 's numbers. He gives me XXXX Higher up - XXXX XXXX and an email for XXXX 's higher - XXXX XXXX. I call XXXX at XXXX pm and he doesn't answer. I leave a voice mail that asks him to call me so we can go over this debt item and also ask about my rate change with points saying I need to talk to him about it. I also resend and cc both XXXX and his assistant on our XXXX reserves again. XXXX XXXX - XXXX received an email about new disclosures. I figured it was them changing the rates. I log in and see a denial/termination due to DTI and XXXX. I write an email to XXXX XXXX asking for him to call me so I can talk to him about XXXX and maybe get some clarity as to what happened. XXXX, XXXX - I write an email to XXXX XXXX from citizens Bank who is in charge of XXXX XXXX asking for clarity because I still haven't heard from our loan XXXX. XXXX emails me back and says he has hours free the next morning or afternoon. We set up an afternoon call. Also, our private lender is now getting text messages from the title company telling her she is slowing down the process and needs to send them paperwork to close. XX/XX/XXXX, XXXX I received a call at XXXX. I touch briefly on what happened before XXXX tells me he has another call at XXXX pm... He says it looks like the XXXX was an issue and when I asked about why we are a month and a half in and you guys had me send in XXXX worth of reserves why after that were we not denied then? I also stated that we talked to someone else in the company that said 50 % XXXX is the highest they could go but we were at a 44 % and had wiggle room. He stated it looks like our loan was denied because of how long it was open. I also asked him to go over the collateral denial with me if he could. He stated the house was unlivable ( the first time we are hearing this even though we live here... I'm guessing because of the heat/air which is getting installed now? ) And when I asked bout the subject to completion.. he said they normally wouldn't do that on this type of property I told him all work was completed ( besides heat and air which was talked about before even moving forward with a loan ) and that this is a total conflict from what our loan XXXX told us. I also didn't understand why almost a month after our appraisal we are just hearing this and why they would have ordered the appraisal and waited to so long after. XXXX says he needs to talk to XXXX and he will get back to me in a few days. He also says he is going to refund my appraisal fee that day. I have not received a refund for our appraisal. We never received any paperwork stating that we needed to pay off debt or what amount was needed to move forward. We never received in the mail a termination letter. We still have not heard back from either, XXXX or XXXX XXXX never contacted us. We would like answers as to what happened because to us, it looks like as soon as I asked about our rate change we were denied. This happened during the surge of rates hitting 7.0 % plus. We also would like to know why we were not even given a chance to pay off debt after they stated that we could or why they stopped working with us as soon as I asked that question. We would also like clarity as to why we were denied due to XXXX but were asked for XXXX reserves that were met, so it seemed like they were working with us as long as we could meet the loan requirements. We would also like to know why we were not given the subject to that was indeed brought up by our loan XXXX and talked about by our loan XXXX. Our first conversation with XXXX XXXX during our loan application was XXXX long. After that, we have only had XXXX calls from XXXX XXXX the longest conversation being XXXX and XXXX hardly enough time to talk about anything or answer any questions. Every conversation was very rushed and was always thrown off course from questions by needing something else..such as all debt paid off without a number being able to be given. We also would like to know why no one can get back to us or set things straight. It is hard enough to find out whom to talk to because none of that information is made public on websites or online. Why did I have to call another loan XXXX to get said info? Why did all mail paperwork stop, if they needed more information from us why did we not receive it in the mail as well as we did before? And why can't we get the total number of the debt we need to pay off? Where is this set-in-stone number and what would that make our XXXX ratio? What XXXX ratio are they looking for from us? Why was our rate changed when it was locked in? I would like answers to this as it happened 2 times during our process. We have a ton of unanswered questions and conflicting information from our loan XXXX whom we haven't even talked to since XX/XX/XXXX. and XXXX XXXX whom we haven't spoken with since XXXX. I'm not sure if this is the right place but we could use some help getting some clarity from all of this. This has been a horrible experience and it has been drawn out and has cost us our rate locks at the same rate with other banks. Is there anything we can do from here? Why were we not able to try and get things resolved before denial? We can also provide all documents and correspondence if needed.
Company Response:
State: PA
Zip: 19007
Submitted Via: Web
Date Sent: 2022-10-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-11
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Citizens One failed to process a change of insurance that was submitted via XXXX back in XXXX or XXXX. XXXX billed me via my auto insurance policy after 2 months of not receiving payment.
Company Response:
State: MI
Zip: XXXXX
Submitted Via: Web
Date Sent: 2022-10-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-11
Issue: Improper use of your report
Subissue: Credit inquiries on your report that you don't recognize
Consumer Complaint: there is an unauthorized credit enquiry by XXXX bank on XX/XX/22 on my credit report. please investigate and remove this enquiry because it was done washout my consent, thank you.
Company Response:
State: NJ
Zip: 070XX
Submitted Via: Web
Date Sent: 2022-10-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-11
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: Ive made three prior complaints about this matter they lied about the opening checking account you receive a XXXX or bonus with direct deposit I did all that they broke down my direct deposits in two different payments so it would be less than {$500.00} so that way they could get out of giving me the bonus Then upon that my debit card my bag my phone was all stolen they use my phone to gain access to my checking account change my pin number use my ATM card to make purchases online and drain my bank account about XXXX bucks his company refuses to give me my {$500.00} back they say that it didnt happen but yet the funny thing is is I just received a letter today stating that their investigation was finished and they did in fact find out that fraud was involved and they granted me a payment of {$280.00} for some of the charges on there but there still standing at the ATM withdrawal was not fraud so I would like to get them to explain to me how that works The representative from the bank called me one time left me a message his voicemail says XXXX get back to you within 48 hours Ive called him seven times he will not return my phone calls its almost like they wanted to make it look like they made contact but in return they didnt really want to make contact because I cant get no calls return Im asking if something be done with this bank Ive gone through XXXX Ive gone through different web searches and see that they do this to a lot of people and they cant just be like oh I have high morals and values and I promise you I will die on this hill I will go forward with civil proceedings or whatever I have to do to get my money Im including pictures of the deposits and a picture of the police report number
Company Response:
State: MI
Zip: 48103
Submitted Via: Web
Date Sent: 2022-10-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-11
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Investigation took more than 30 days
Consumer Complaint: This situation has been happening since XX/XX/2022 and it is still not fixed. I have provided this bank every payment I have made for my mortgage and they seem to think I still owe them money. I have emailed them, called them and NOTHING of any change! I have reached out to the Office of the Chairman, and this person is not providing me a transaction report of WHY my account shows I am behind. I have paid every single month for the full amount PLUS an additional amount that was asked of me to supposedly fix the underpayment. The fix NEVER happened so I paid the full amount since then so I asked for my overpayment back. NOW this bank is saying my account is behind. How is that possible for my account to be behind when I have paid every month complete? No one has provided me a report as to why my account shows behind. The online transactions do not make sense and believe it was done incorrectly as it looks like things are paid, moved over and done their own funny reconciliations. I am asking to please explain why I owe money when I have paid every month in FULL. I have the transactions from my bank to prove it and I MATCH them with my account but something in the reconciliation shows as if I owe more. I was told late fees would be removed so why am I owing XXXX more when I have paid my other months in full? This bank will not explain to me in detailed. I have been yelled by a lead manager who did not help me. Every representative just says a scripted message and can not explain the details transactions even though I specifically say, here are my payments, why do I owe? One rep even told me I owed about {$800.00} to keep my account current. Where did {$180.00} go to {$800.00}? I used to have great credit until this bank. THIS BANK IS HORRIBLE. I am a good paying citizen and I have been treated poorly by this bank. There is no clear answer as to why I owe when I have proof that I dont. This has been going on since XX/XX/2022 AND I have paid every month and the account shows one behind. My credit is ruined and I need this fix. this bank never sent me any correspondence certified telling me this change of anything. THIS BANK needs to have further disciplinary action as I do not think what they are doing is ethical. They are telling me to pay for something I don't owe but yet they won't give me clear explanation why I owe. I PAID MORE than WHAT I OWE and when I asked for my overpayment, they said they want it back. WHY??? I need help immediately as this bank still has not fixed my issue and my credit keeps showing as if I am not paying my mortgage on time when I am. I have everything in writing too. I just need this fix, this has caused a lot of stressed when this has not been my fault.
Company Response:
State: AZ
Zip: 85395
Submitted Via: Web
Date Sent: 2022-10-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-08
Issue: Other transaction problem
Subissue:
Consumer Complaint: It has been more than 15 days, since I initiated online transfer of {$15000.00} and {$5000.00} from my Citizens bank account to fund my newly opened XXXX XXXX and Checking accounts, respectively. The amount was debited next day from XXXX bank account ( XXXX XXXX XXXX ), but it never got deposited to Citizens bank accounts nor it was returned back to XXXX XXXX. No one is able to provide me next steps to be taken to get the money in either Citizens or XXXX account as both banks ' representatives are pointing fingers to other bank. Following is the detail action taken by me that initiated the issue and also attempts to resolve the issue - 1 ) On XX/XX/XXXX - Opened Citizens XXXX Checking Account and XXXX Account online based off a promotion mail I received Checking Account # - XXXX Saving Account # - XXXX - Received email confirmation of the account opening with instructions to deposit funds needed for both accounts 2 ) On same day XX/XX/XXXX - Added " Other Bank Account '' ( XXXX XXXX account ) in Citizens account for transferring money online to fund my Citizens bank account - XXXX XXXX Checking Account # XXXX XXXX ) On same day XX/XX/XXXX - To fund My Citizens Accounts, money was transferred from XXXX XXXX XXXX account mentioned above - {$15000.00} to Citizens XXXX XXXX Account {$5000.00} to Citizens XXXX XXXX Account - Received XXXX email confirmations from Citizens bank regarding Opening deposit transfer requests with following transaction numbers - - For {$15000.00} - Transaction # XXXX - For {$5000.00} - Transaction # XXXX - It also mentioned the amount will be deposited within XXXX business days 4 ) On XX/XX/XXXX - The amounts were debited from XXXX Checking account XXXX ) On XX/XX/XXXX - Received a call from Citizens XXXX department - Talked to XXXX - asked me to provide One time password for verifying the account and to confirm the fund transfer It was hard to believe that fraud department can call and send me XXXX for confirmation of fund transfer - there are so many scams those take place with such type of calls. I refused to provide the OTP- I was asked to go to the nearest branch to verify my information. 6 ) Later in the day, I got suspicious and therefore logged in online account, but my online account was locked. I decided to go to nearest branch next day. 7 ) On XX/XX/XXXX - Went to Citizens Bank, XXXX XXXX branch - banking rep mentioned there were no issues with my both accounts, there were no flags and there was nothing to verify. They were able to see my account with XXXX balance. Bank rep mentioned that they will confirm on Monday, why the online transfer was not completed in the account 8 ) After coming home on XX/XX/XXXX, called Citizens online banking support again as my online access to the account was still locked. - talked to XXXX- he verified all my information, sent XXXX and after verification unlocked my account. He also provided temp passwords to log back into the account. Helped me to change my password. He did confirm that he could see XXXX transfers from external bank and mentioned the amounts will be deposited by Tuesday in the account. - I was able to log back into the online bank account XXXX ) On XX/XX/XXXX - Received call from Citizens XXXX XXXX branch that there were no issues with the account and transfer should be available within XXXX or XXXX business days. XXXX ) Waited till Friday XX/XX/XXXX hoping the funds will be deposited on any day. XXXX ) On XX/XX/XXXX - Called Citizens bank XXXX support - Talked to XXXX and XXXX XXXX XXXX XXXX got the information that I needed to verify my email address and Mobile number registered with the account- I went on line and verified the information. I was asked to wait till Friday ( XXXX ) for transfer of fund to complete. a ) If validation of information was needed, then why was I allowed to transfer the money before validation? b ) On XX/XX/XXXX, I did verify my contact information by providing XXXX information to the representative and my online account was unfrozen. What was that verification? c ) Why no other online service rep asked me to verify this information by signing into my account earlier than this? d ) Why I was not notified by the bank that amount transfer was pending due to non- verification of contact information? XXXX ) On XX/XX/XXXX - Called Citizens bank online support again - Talked to XXXX - After research he told me that online transfer couldn't be completed and I should ask my originator bank ( XXXX Bank ) to file Debit Return - claim XXXX ) On same day XX/XX/XXXX - Called XXXX bank XXXX XXXX representative. They told me that nothing could be done from their end, once the funds were transferred via XXXX to Citizens bank. They provided me the trace numbers for my XXXX transfers for further research with Citizens bank. - XXXX Bank XXXX numbers- For {$15000.00} - Trace # XXXX For {$5000.00} - Trace # XXXX XXXX ) In a hope that money XXXX get transferred as mentioned by XXXX on XXXX, waited till Friday XX/XX/XXXX and found the account was still not credited with the amount - called Citizens online support once again - talked to XXXX - after a long research she told me that she will need to check with XXXX department why the amount was not returned back to my origination account in XXXX bank. She promised to return the call later in the day - but no response till evening XXXX ) On the same evening XX/XX/XXXX, I called once again the same fraud detection number - talked to same Tahit, ( whom I spoke XXXX weeks back and to whom I refused to provide the OTP number ). He researched and told me that the money has not been accepted by Citizens bank as my account information was not verified for more than 10 days. The money has been sent to XXXX and I should ask XXXX bank to file a Debit Return - claim - Once again same questions, if my account information was not verified by the bank then why I was allowed to carryout online transfer and also was asked to fund my account using online transfer as an option? XXXX ) Called XXXX bank XXXX XXXX representative - Talked to XXXX and he mentioned no action can be taken from XXXX bank. He provided number mentioning it was Bank XXXX XXXX, but when called it went to XXXX XXXX service who was not at all helpful.
Company Response:
State: CT
Zip: 060XX
Submitted Via: Web
Date Sent: 2022-10-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-08
Issue: Problem with a lender or other company charging your account
Subissue: Can't stop withdrawals from your account
Consumer Complaint: I paid for a puppy and shipping in the total amount of XXXX XXXX {$500.00}, {$400.00}, and {$1000.00}. I never received the puppy to this day and this happened back on XX/XX/XXXX and XX/XX/XXXX. I reported this to the bank on XX/XX/XXXX after the shipping company asked for more money, I refused and they said youre about to lose everything. They Citizens bank has continued to refuse to help and give me my {$1900.00} back as they say it was an authorized payment. If I didnt agree to pay for the puppy I never would have got the puppy. I have all the screenshots of everything if you would like it all.
Company Response:
State: NH
Zip: 032XX
Submitted Via: Web
Date Sent: 2022-10-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-07
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: Citizens Financial have allowed a Fraudulent lien on the Home Title. We have NO Business with XXXX. This is the second Mortgage type Fraud, their Lawyer XXXX XXXX XXXX XXXX, XXXX. supposedly cleared the last fraud for Fed lawsuit I filed & Won 1:18-cv-09226 [ XXXX settlement signed XXXX XXXX in court. NY XXXX
Company Response:
State: NJ
Zip: 07871
Submitted Via: Web
Date Sent: 2022-10-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-07
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: I have a transaction in the amount of {$82.00} from my citizens bank checking account, paid to a company named XXXX XXXX It's a transaction that I didn't authorize. I've contacted my bank, the police dept and the company that ( according to my citizens bank statement ) received the money. All contacts were made on XX/XX/2022 Citizens Bank has started an investigation. The XXXX XXXX XXXX has also started an investigation, however a document from the FTC is needed along with a copy of the police report. Zone XXXX XXXX Pa Police, case number ; XXXX. I will be requesting an actual copy of the police report for the company on XX/XX/2022
Company Response:
State: PA
Zip: 15217
Submitted Via: Web
Date Sent: 2022-10-07
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-08
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: This is a follow-up to a complaint filed in XXXX, 2022, Case Number : XXXX ) for Loan No. : XXXX. Although Citizens Bank did respond by recapturing the steps in this case from XXXX through XX/XX/2022, when the loan modification was finally approved, the letter did not discuss what steps, if any, would be taken to remove the delinquent information from my credit report. The attached documentation discusses the reasons why I believe the negative reporting was totally unjustified, as I was told that customers would not be penalized pending a loan modification, and to continue making the monthly payments. I also received letters stating only the balloon payment will be accepted. Not one delinquency letter stated I had to make the balloon payment in the amount of {$85000.00} or this loan would be considered delinquent. It was stated in the XX/XX/XXXX letter that the total amount would be due on XX/XX/XXXX unless alternative arrangements had been made -- which I did by applying for a loan modification. The foreclosure letter dated XX/XX/XXXX, stated I needed to send {$1500.00} to cover XXXX and XXXX 's payment by XX/XX/2022, to prevent foreclosure. Yet, my credit reports show I'm 120 days late paying this account for a total amount of {$3100.00} which represents {$770.00} for XXXX, XXXX, XXXX and XXXX -- -- -payments they did not accept. Why I should I be penalized for monthly payments I consistently tried to pay, but they could not accept? I was probably one of their best customers -- -never over 30 days late in 15 years. Why should they be allowed to ruin my credit when I complied with every request in a timely fashion. Unfortunately, it took almost 6 months for Citizens to receive a 3rd party valuation, that I even offered to get and pay for, but of course that was not allowed.
Company Response:
State: MD
Zip: 20906
Submitted Via: Web
Date Sent: 2022-10-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A