Date Received: 2022-07-22
Issue: Trouble during payment process
Subissue:
Consumer Complaint: On or about XX/XX/XXXX we received a letter dated XX/XX/XXXX from Citizens Bank with instructions for our XXXX XXXX numbered xxxxxxxxxx to convert to permanent loan status. We were asked to fill out this Modification Agreement, have it notarized and returned to their XXXX XXXX, XXXX location with an NLT date of return of XX/XX/XXXX. Failure to have it completed as is without modifications unless approved with the lenders consent and delivered by the XX/XX/XXXX date this agreement may become null and void. Their cover letter stated that These documents reflect, as of the date of this letter, the current outstanding balance of your loan. This agreement delineated the particulars of our scheduled future payments. They used an outstanding balance of {$190000.00} at an interest rate of 3.125 % with payments of {$820.00} beginning on XX/XX/XXXX and running continuously at this fixed amount for the remaining 350 months of the now converted XXXX XXXX to permanent loan status. Our outstanding balance as of the date of the letter, XX/XX/XXXX, was not {$190000.00}. It was in fact {$180000.00}. Consequently, the payment scheduled provided was incorrect and should be modified and corrected with payments for the 350 months beginning XX/XX/XXXX pegged at {$810.00} not {$820.00}. So, prior to our filling out, notarizing and returning the documents I tried contacting their office to discuss and get corrected our future fixed payments. I called numerous times and left messages on their voice mail system. No return phone calls. Consequently, hesitatingly, we filled out the documents, had them notarized and returned to their XXXX XXXX office. I included a note on one of the returned documents asking them to call me. No call to me was received. Over the next few weeks, I continued to periodically call and leave messages. No one ever answered their number. On or about XX/XX/XXXX we received another letter from Citizens Bank congratulating us on the completion of our new home. Included in the body of the letter were payment details of which I considered were incorrect. I tried calling their contact number again multiple times without ever speaking to a person and was instructed to leave a message. I never received a return call. On XX/XX/XXXX, due to the lack of response from the Mortgage Area, I emailed XXXX XXXX in the XXXX XXXX. XXXX previously assisted me for past unresolved Mortgage Issues. Later that day I did receive a call from XXXX XXXX XXXX and we spoke for a while concerning my issues. I referenced that I was at a gym and didnt have all the material in front of me so I spoke from memory. I followed up with a detailed email to ensure we were on the same page. Later that evening I received an email from her that delineated how the Bank came up with my future mortgage payment. This information I already had and for which I am in dispute of. Included in her response was the following. I am still waiting for a response from senior management regarding the completion and acceptance letter. On XX/XX/XXXX as I still had no follow up from XXXX XXXX from her XXXX email, I emailed her again asking where are you with your response from senior management. To date she has not responded. On XX/XX/XXXX I emailed once again XXXX XXXX asking for assistance. No response back to me. On or about XX/XX/XXXX I received a call from XXXX XXXX who works in the XXXX XXXX group in Citizens Bank. She was following up on my inquiry. I laughed as it now was at least a month since my last inquiry into Citizens without response. I actually told her I no longer cared. That would change dramatically over the next few days. However, XXXX was quite sincere in wanting to track the issue down and get an answer. On XXXX I was apprised that my identity was compromised and I should notify my financial institution. On XXXX I received an email from XXXX part of which stated and for which I paraphrase that both her and her manager agreed that I should get a new and corrected letter with corrected payments.. They sent an email to the affected department but the manager has been out of the office and will be in next week. She will contact me with an update. No further updates received. On XXXX I went to the XXXX XXXX office to see what if anything needed to be done pertaining to my compromised identity. Additionally, I showed her a photo of my online mortgage account that read in light blue that my XX/XX/XXXX payment would be increasing by {$940.00}. She contacted the mortgage customer service number and I spoke to them and was informed that no such thing would happen. Okay! On XXXX I accessed my online mortgage account at Citizens and lo and behold my XX/XX/XXXX mortgage payment which hereto fore was scheduled to be {$820.00} was NOW GOING TO BE {$1700.00}. After discussion with local branch personnel, I emailed XXXX XXXX XXXX who had again offered her assistance. She made some inquiries but was unable to get any answer at all. On XX/XX/XXXX XXXX then filed another Customer Care case on my behalf and as soon as that occurs, she can no longer provide any assistance to me. I was informed of this by email and it stated in part that someone from the Office of the Chair would be in contact with me. To date no such contact has occurred. I also inquired to her for contact information at the senior level so I may contact them directly. She was unable to provide that. On XX/XX/XXXX I then emailed and phoned XXXX XXXX asking for assistance. Afterall, she was part of the Advocacy group. To date no response back to me. On XX/XX/XXXX I sent a message to the Mortgage Department via their online system asking for assistance. I received an email back stating that my message was received and they would respond back to me within 3 business days. To date no response. On XX/XX/XXXX a statement was generated within the Citizen Mortgage system which shows that my next mortgage payment will be the {$1700.00}. Included within the systems documents is a new amortization schedule. It seems I now have a ten-year fixed rate mortgage instead of the 30-year mortgage I signed for and Citizens approved. You have to be kidding me! I believe Citizens may have regulatory issues and are acting in a predatory manner that needs to be addressed. What Im looking for is that this is made right! For the most part nothing more than the agreed upon, approved and contractually signed mortgage we signed on for. As such, adjustment back to the XX/XX/XXXX payment that should have been {$810.00} a month for the remaining 350 months of my XXXX construction loan agreement now converted to permanent loan status. Consideration by Citizens to compensate me for the time, effort and literal waste of my time in attempting to get the Bank to if nothing else respond. Included as attachments are pretty much all of the detail communications in chronological order that were done in my attempt to get my questions answered and resolved. There is a fair amount of redundancy as I attempted to keep the context complete and consistent as to who I was communicating with.
Company Response:
State: PA
Zip: 160XX
Submitted Via: Web
Date Sent: 2022-07-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-07-21
Issue: Problem caused by your funds being low
Subissue: Overdrafts and overdraft fees
Consumer Complaint: In XX/XX/2022, Citizens Bank purchased XXXX bank accounts. On receiving this news, I removed all my balances from XXXX and opened a new account at XXXX XXXX. Unknown to me, all my accounts were transferred to Citizens Bank. Also unknown to me, there was overdraft protection and line of credit account opened for me at Citizens bank WITHOUT my consent or knowledge. A few months later in XXXX, I get a text from citizens collections department that I owe them money. I call XXXX bank and they tell me that i have an account that is in overdraft ( to my shock, since I don't even have a citizens debit card ). I learned that my XXXX account link to my XXXX was automatically changed to Citizens Bank ( again without my knowledge or consent ). Every time I was using XXXX- this was going from a line of credit, without my knowledge. Upon learning this, I transferred a total of {$610.00} to Citizens which I thought covered my balances based on their online banking user interface. Then I asked to close the account, but I was told the funds hadn't arrived yet. I have since transferred another {$950.00}, trying to balance this account. A few weeks later, I get another call from citizens credit department ; again for me this is a surprise because I thought I cleared my balance. I told the citizens representative that when I log in, the balance says XXXX, but I was told that I have to download the statements, scroll to the back, and that's where I will see the balance. And to pay it off, I have to transfer money then call them! How difficult it is to just pay them! Ultimately, this month I went to get a credit report, and this brought my credit report from XXXX to below 600, requiring me to have XXXX insurance, costing thousands of dollars. In addition I was charged {$570.00} in fees! {$37.00} each time- when I absolutely did not want this account or was aware that this was happening. All along citizens doesn't have a branch in XXXX XXXX where I live and I just felt so helpless being passed around from call center person to call center person. One person even said she can't verify my identity and full stop offered no options short of purchasing a flight to XXXX XXXX and walking into a branch. This has been emotionally and financially draining, and most importantly severely impacted my otherwise very good credit score.
Company Response:
State: CA
Zip: 94117
Submitted Via: Web
Date Sent: 2022-07-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-07-21
Issue: Problem with a purchase shown on your statement
Subissue: Card was charged for something you did not purchase with the card
Consumer Complaint: I contacted Citizen 's Bank on XX/XX/XXXX after receiving a notification about a purchase on my Citizen 's Bank+ credit card. Upon logging into my account, I noticed a total of six fraudulent charges made to my account. Four of these charges ( made in XX/XX/XXXX ) were made prior to my credit card with Citizen 's Bank even being issued to me in XX/XX/XXXX. I have been able to get 3 of the charges credited back to my account ( 2 were credited back automatically as soon as the charge was made, and 1 was credited back after my first phone call to them ). As of today, XX/XX/XXXX, no department at Citizen 's Bank that I am able to speak with over the phone is able to give me a status of whether this is being resolved or any sort of timeframe. I keep getting passed from one department to the next, usually ending with one department disconnecting my call and me spending 2+ hours on hold to call them back. They do not seem to be making any attempt to rectify or even investigate this situation or to refund me the {$180.00} that I am still owed back from the three fraudulent charges that they are not working to fix.
Company Response:
State: NY
Zip: 10704
Submitted Via: Web
Date Sent: 2022-07-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-07-20
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I requested a modification, and it was ignored. I requested another modification and I was told I was missing a document but was not told what document was missing. I did a third modification which was finally closed on XXXX XXXXXXXX XXXX. The modification took almost six months. I made the payments on the modification as stated, but I was not being credited for the payments on my statements. Just 5 months after I closed my modification I was informed that there was an extra {$71000.00} they forgot to include in the modification and now I had to pay it right away. My payments were returned to me. However, no one at the call center saw the same numbers and only accepted payments of the old amount. I do not understand how they all of a sudden the mortgage company, who determined the amount owed, found an extra {$71000.00} for me to pay. Why was my payment not being credited to my monthly amounts, and instead being credited to old amounts so it did not look like I was making payments? How could I be reported to the credit bureau when I was making payments.
Company Response:
State: NY
Zip: 10583
Submitted Via: Web
Date Sent: 2022-08-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-07-20
Issue: Managing an account
Subissue: Fee problem
Consumer Complaint: Good afternoon, I had to pay my XXXX XXXX and made the mistake and used my Citizen 's Bank Account instead of my XXXX banking account. I have banks presaved on my XXXX account and forgot to switch it back to my XXXX banking account. Days went by before I was alerted of my mistake at Citizen 's bank. Citizen 's sent me an overdraft email on XX/XX/2022. On that same day and moment I log into my XXXX bank account and did a transfer funds to my eternal bank for the amount that I was overdrawn. Usually transfers happen on the same day or instantly and I did not think much about it. So thinking that everything was good again, I carried on with life. I am a single mom of XXXX and I am always on the go. Then I received another alert of an overdraft. Apparently they are going to keep giving me an overdraft fee because the money that I transferred into the account did not go in the bank until one or two days after their so called grace time. I called Citizens and was on hold for a whole hour. Phone statements can prove that and the representative was not helpful at all. He would not acknowledge that the money was sent to make my account positive and said that there was nothing that he could do and that the account will just keep piling up with overdraft fees. I can not afford to pay their overdrafts fee, especially when I had sent money over immediately to cover my mistake. I actually do not use my Citizens account since I switch over to XXXX Banking because they do not do overdrafts and have no fees. I even erased my Citizens account off of my XXXX account to avoid ever making that mistake again.
Company Response:
State: PA
Zip: 19152
Submitted Via: Web
Date Sent: 2022-07-20
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-07-20
Issue: Getting a credit card
Subissue: Card opened as result of identity theft or fraud
Consumer Complaint: Citizens bank one for buisness abs one personal police report was given and the person of interest has a warrant waiting to be caught .. the bank have the perpetrators info about my account with out passing security answer correctly
Company Response:
State: TX
Zip: 77365
Submitted Via: Web
Date Sent: 2022-07-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-07-19
Issue: Incorrect information on your report
Subissue: Public record information inaccurate
Consumer Complaint: Due to a money transfer routing issue, Citizens Bank did not receive funds before the mortgage due date. Instead of calling or emailing me to simply correct the routing issue, they reported the delayed payment to the credit agencies. The issue on my end was immediately corrected when brought to my attention and has nothing to do with my ability to make the payment or my credit worthiness. That Citizens did not contact me is a violation of their own internal policies as confirmed by two of their call center representatives. My suspicion given the wait times for representatives ( in excess of 45 minutes ) is that this bank is understaffed making it unable to meet its internal and client-facing service level agreements. While that in itself would be fine in my case, it is unacceptable to also damage a client 's credit because of it. It took no time for this bank to report me to the credit agencies without contacting first, yet it is not promptly acting to correct the issue which is harming my reputation and ability to obtain credit. The call centers at this bank have been useless as they have not escalated this and continue to fail on their internal service level agreements and have still not been able to tell me why I never received a call.
Company Response:
State: FL
Zip: 331XX
Submitted Via: Web
Date Sent: 2022-07-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-07-19
Issue: Managing the loan or lease
Subissue: Billing problem
Consumer Complaint: Citizens bank has failed to resolve an online banking issue. Currently I have no access to my loan account through its online services ( website or app ). I was able to create a user ID and password but after signing on no accounts are viewable. I have sat on hold with customer service for hours and been transferred back and forth between the loan dept and online banking dept. one representative told me they would have the issue corrected and that he would follow up with me. That did not happen. I then visited the closest branch and was told by a banker and branch manager that would work to have the issue resolved. It has been months now with no resolution and no follow up. I am always the one seeking out answers from Citizens Bank and no one has been able to solve the issue of seeing my loan account online.
Company Response:
State: NY
Zip: 109XX
Submitted Via: Web
Date Sent: 2022-07-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-07-18
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: I deposited a check on XX/XX/2022 and it was a five day hold because my account is new. I received a notice of the delay funds availability saying that on XX/XX/2022 to the six business day after the date of your deposit will be available to you to use. Today is XX/XX/2022 and my phones are not made available to me.
Company Response:
State: NY
Zip: 11201
Submitted Via: Web
Date Sent: 2022-07-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-07-18
Issue: Problem with a lender or other company charging your account
Subissue: Transaction was not authorized
Consumer Complaint: Hello and good afternoon i have a bank account with citizen banks in XXXX ny. I find out that were more than 20 fraudulent transaction i notify the bank ASAP and the bank declined my request in the sum of {$8800.00} the bank doesn't want to be responsible i need your help please asap..
Company Response:
State: NY
Zip: 10475
Submitted Via: Web
Date Sent: 2022-07-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A