Date Received: 2022-08-25
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Good Afternoon- I am embroiled in a problem with Citizens Bank regarding escrow insurance thats included in my mortgage payment but Citizens is not making the payments to the flood insurance carrier. As a result I have had to pay the premium since the inception of the loan over 2 years ago. Last year they failed to make the payment to the carrier and I made the payment out of pocket to avoid cancelation. after a substantial effort Citizens finally paid me back the money I paid. This year, I had to make the payment again due to their failure to pay the premium out of my escrow and now I can not get them to repay me the money I paid out of pocket. Without exaggeration, I have contacted them over a dozen times in an effort to get my money back ( which is my money as I paid it into an escrow account ) and they will not return my calls. To add insult to injury, Citizens is now sending me threatening letters accusing me of not paying my flood insurance bill. Every time they fail to make the payment, I risk losing my coverage. I am at wits end and do not know where to turn. Can you assist me getting this issue resolved? XXXX XXXX
Company Response:
State: MA
Zip: 025XX
Submitted Via: Web
Date Sent: 2022-08-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-08-24
Issue: Problem caused by your funds being low
Subissue: Overdrafts and overdraft fees
Consumer Complaint: My account was overdrawn by {$110.00}. i transferred XXXX from XXXX and another {$80.00} was sent through XXXX to my account to {$7.00} in the positive. I woke up to me about being XXXX in the negative. Now they are trying to charge me another overdraft fee even though my account was in the positive by XXXX.
Company Response:
State: MI
Zip: 48066
Submitted Via: Web
Date Sent: 2022-08-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-08-23
Issue: Trouble during payment process
Subissue:
Consumer Complaint: There are funds of over {$5000.00} missing from XXXX funds! We have not been given proper accounting as to where our funds are there are missing funds being held as Surplus funds which are the same XXXX funds missing not accounted for on statements! This is not an escrow issue due to their being no escrow account on this account! The law mandates that all funds held by bank customer are reported per a taped conversation agreed to by both parties. Per the conversation it was stated that the funds not being reported are in banks possession of see below : Special loans team in Virginia headquarters service team XXXX XXXX XXXX messages left for her no response Where is the ledger of these funds what has the Acct number being used to report. The excuses given XXXX funds for emergency repairs XXXX funds for emergency repairs put to principal After two years in form of principal we know nothing if this not in loan docs! See Amortization schedule buy down {$16000.00} why how and how could this be done without refinancing? This would have to be a new loan, never late, pay own all no escrow immediately after escrow removed now this Where are the funds why do the statements not reflect the total funds held at bank and why? XXXX customer service representative XXXX XXXX put to principal After two years in form of principal new one on us, loan reamortized why we have not made any XXXX funds for emergency repairs put to principal After two years in form of principal, Company needs to report full record of XXXX missing funds where is it, who has it, why is it not reflected on mortgage statement clearly what is going on! Why is there a new total buy down amount when no new loan was taken out, loan in good standing even after all the trucks tried to confuse and steal funds! THIS IS NOT AN Escrow ISSUE ITS A MISSING FUNDS ISSUE AND FALSELY REPORTING FUBDS, missing etc... This complaint is in both my name and my wife XXXX XXXX you have authority to discuss all with her as we work together! Please report this office Manager keeps being closed yet issue is not resolved!
Company Response:
State: MA
Zip: 02072
Submitted Via: Web
Date Sent: 2022-09-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-08-22
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I called Citizens in XX/XX/2022 to remove my PMI from my condo that I purchased in XXXX of XXXX as the value is significantly higher than when I purchased it. The updated value estimation combined with the amount of principal I've paid to date, I have over ~30 % equity. After multiple calls over multiple days, I was able to get in contact with a loan officer at Citizens who said they would put in the request to send me the letter detailing what I needed to do. No one else at Citizens ' mortgage phone system seemed to have any clue about how to reach their PMI department. Citizens sent me a letter explaining the criteria to remove PMI, which stated I must have at least 75 % equity and owned the property for at least 2 years ( which I should easily qualify for ). The letter also stated I should send a check for a BPO ( {$150.00} ) or an Appraisal Single Unit ( {$320.00} ), but did not specify which amount I should be sending the check for or how to obtain that information. I then spent another 1-2 weeks calling Citizens mortgage phone system nearly every day once XX/XX/2022 hit ( 2 years on my condo ) until I was able to get ahold of someone else who stated they could not give me the PMI department 's phone number but would have someone reach out to me. I spent a week waiting for a call to no avail. I then called the phone system for another couple days until I got someone else who said the same thing. Finally I got a call from a " XXXX XXXX '' ( XXXX ) on XX/XX/2022, who left a voicemail stating she would send me the letter packet that I had already received nearly 4 months ago! I immediately called her back but no answer, and left a voicemail explaining how I only needed to know which amount to write and send the check for. It has now been two full weeks without hearing back from XXXX XXXX or anyone at Citizens ' PMI department. I have been leaving voicemails for XXXX XXXX every other day asking for that simple answer so I can remove the PMI from my mortgage. It is as if Citizens is refusing to let people request PMI removal early, against the law.
Company Response:
State: CT
Zip: 06457
Submitted Via: Web
Date Sent: 2022-08-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-08-22
Issue: Opening an account
Subissue: Account opened as a result of fraud
Consumer Complaint: Checking account was open open at Citizens Bank and I did not authorize the opening of this account. I received a correspondence letter From citizen 's bank Stating that I had a overdrawn amount of {$13.00}. But I never opened an account with Citizens Bank
Company Response:
State: NY
Zip: 127XX
Submitted Via: Web
Date Sent: 2022-08-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-08-22
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: On the Citizens Bank website it says that it gives one the option to check there rate for a student loan to see what there rate would be and this would have no effect on there credit report or score. With that in mind i went ahead to check my rate. When I completed checking my rate I saw where a hard inquiry was done on my credit report. I was shocked at this and so I emailed Citizens Bank and informed them of what had happened and asked them to remove the hard inquiry as there website said that it should be a soft pull. They have not removed the hard inquiry from my credit report despite my complaint. I checked my rate on XX/XX/2022 and up to this date citizens bank has not deleted the hard inquiry from my XXXX credit report.
Company Response:
State: FL
Zip: 32811
Submitted Via: Web
Date Sent: 2022-08-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-08-22
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: I filed a complaint in XX/XX/XXXX. This bank is not trying to help me at all. I deposited a almost XXXX check on XX/XX/XXXX they closed my account at the close of business that day and they refuse to send me my funds. Ive called numerous times and this is my second complaint. I was contacted by a XXXX from the office of the chairman she gave me her contact info but she never answers or return my calls.I called her 5 times today to check the status she did not return my calls. She called me last week Tuesday and the XXXX and said she would follow up the very next day in regards to expediting my funds to me and nothing. At this point I would like to be in contact with her boss or some other person genuinely interested in helping me.
Company Response:
State: MI
Zip: 48221
Submitted Via: Web
Date Sent: 2022-08-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-08-22
Issue: Fraud or scam
Subissue:
Consumer Complaint: I have been looking for a job opportunity as I have been unemployed. On XX/XX/2022, I received an email from XXXX of a job opportunity that looked promising. The position looked legitimate from the job description ; I applied on the same day. On XX/XX/2022, I received an invitation for an interview with a XXXX hiring manager and I conducted that interview remotely the same day. I asked for time to review the job offer and ask questions, to which the hiring manager obliged. I received the job offer by email on XX/XX/2022 and was able to ask questions via email. They answered appropriately. I thought that I found a good XXXX XXXX position ; but, looking back on it, the job was too good to be true. Between XX/XX/2022 and XX/XX/2022, I was given checks from XXXX ( 1 deposited physically and 4 to mobile deposit into my checking account at Citizens Bank, of whom I have been a loyal customer for over 20 years ) ; and, I was instructed by CardConnect hiring department employees to use these checks for payments toward a work laptop, software, and office set-up. Five of these payments were instructed to be done via XXXX for a total of {$5000.00} sent via XXXX : on XX/XX/2022, {$1000.00} was instructed to be sent ( image attached is associated with this transaction ) ; XX/XX/2022, {$1000.00} was instructed to be sent ; on XX/XX/2022, {$1000.00} was instructed to be sent ; on XX/XX/2022, {$1000.00} was instructed to be sent ; on XX/XX/2022, {$1000.00} was instructed to be sent. Unfortunately, on XX/XX/2022, I recognized that my bank gradually returned the deposited XXXX checks. So, effectively, my own funds were used. On XX/XX/2022 and XX/XX/2022, I tried to ask XXXX to reimburse me, but they gave me the run around and not paid me back. Following my late realization, on XX/XX/2022, I filed a report with my local police precinct and submitted a claim about these XXXX transactions with Citizens Bank. My local police precinct deems this entire situation as fraud and is investigating as such ; Citizens Bank should do the same. I also filed a report with the Federal Trade Commission.
Company Response:
State: PA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2022-08-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-08-19
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Investigation took more than 30 days
Consumer Complaint: Citizens bank erroneously reported me for late payment during the COVID-related deferment period. I have tried unsuccessfully to resolve the issue since last fall. I couldn't refinance my house because of the derogatory information in my credit report. I have made 12 payments since the ending of deferment last XXXX. I have been unsuccessful in my attempts to have Citizens fix this problem that resulted in my missing refinancing changes before the recent two interest rate increase by the Federal Reserve. Here is the recent letter that I wrote to Citizens bank. Our current term with this bank expires by the end of XX/XX/2022. We desperately need to refinance our home.
Company Response:
State: VA
Zip: 22310
Submitted Via: Web
Date Sent: 2022-09-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-08-19
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Investigation took more than 30 days
Consumer Complaint: Citizens bank erroneously reported me for late payment during the COVID-related deferment period. I have tried unsuccessfully to resolve the issue since last fall. I couldn't refinance my house because of the derogatory information in my credit report. I have made 12 payments since the ending of deferment last XXXX. I have been unsuccessful in my attempts to have Citizens fix this problem that resulted in my missing refinancing changes before the recent two interest rate increase by the Federal Reserve. Here is the recent letter that I wrote to Citizens bank. Our current term with this bank expires by the end of XX/XX/2022. We desperately need to refinance our home.
Company Response:
State: VA
Zip: 22310
Submitted Via: Web
Date Sent: 2022-08-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A