Date Received: 2022-06-06
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: An appraisal was scheduled in furtherance of a mortgage needed to complete an agreement of sale of real property ( contract or sales agreement ). The contract contained, XXXX XXXX, an appraisal deficit waiver provision as well as an escalation clause that increased the sale of the property by XXXX over the starting sales price of {$550000.00} spelled out in the contract. Citizens contracted with an undisclosed XXXX XXXX XXXX ( XXXX ) and misrepresented my loan application by only partially uploading the contract, and failing to include the escalation addendum. XXXX XXXX XXXX XXXX ( hereinafter XXXX ) was then contracted to perform the above referenced appraisal. They informed me that the sales agreement they utilized was retrieved from the XXXX and confirmed that the incomplete sale agreement was uploaded to the XXXX by Citizens. The appraiser relied upon the misrepresentation of Citizens in arriving at an appraised value of {$550000.00} ( the amount incorrectly listed as the sales price ), as evidenced by the appraisal itself wherein the contract is listed as being reviewed and relied upon. This issue was immediately brought to the attention of Loan Originator XXXX XXXX XXXX ID # XXXX ( XXXX ), who in response made a series of false and misleading comments in explantion, including but not limited to assertions that the sales agreement could not be provided to the appraiser and that they should not have it in any event, even calling it illegal more than once. Furthermore, XXXX asserted that the appraiser did not receive the sales agreement from Citizens, and must have gotten it from elsewhere. The Uniform Residential Appraisal Report utilized ( XXXX XXXX XXXX XXXX ) provides on its first page an opportunity for an appraiser to obtain, analyze and consider the sales agreement for the subject property in arriving at a value. This form was last revised in XX/XX/XXXX, allowing this alleged illegal activity to take place for at least the last 16 years. The issue is that Citizens failed to upload the entire sales contract to the XXXX and omitted a key addendum. This is significant for several reasons. This is a material and detrimental misrepresentation impacting my loan because the appraisal did in fact analyze the incorrect sales contract in arriving at an appraisal value, to my detriment. Citizens, through XXXX, knew that my loan would proceed despite a lower sales price, and deceasing the lender risk associated by omitting the addendum, and then repeated the pattern and practice of misleading and false claims by offering emphatic explanations that were curiously as pedantic as they were incorrect. My loan has suffered as I am now required to obtain an amount of cash to close likely in excess of what should have been required had my loan not been misrepresented.
Company Response:
State: PA
Zip: 17050
Submitted Via: Web
Date Sent: 2022-06-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-06-06
Issue: Getting a credit card
Subissue: Sent card you never applied for
Consumer Complaint: Citizens bank closed account and sent request for me to file this report and send to XXXX within 14 days of this letter.
Company Response:
State: OH
Zip: 440XX
Submitted Via: Web
Date Sent: 2022-06-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-06-06
Issue: Problem caused by your funds being low
Subissue: Overdrafts and overdraft fees
Consumer Complaint: I had a automatic withdrawal come out of my account overnight and late. The same time a transfer was happening on my account. The bank purposely waited on this automatic withdrawal so my account could overdraw as a retaliation of moving funds to a different bank branch. I requested the return be refunded as it dont not fall under their 24 hour policy and the first associate I spoke to claimed I was correct and the funds would automatically appear. Until today, a call center manager named XXXX claimed the funds can not be returned because it is not bank policy. I should have ended my relationship with this bank years ago! I am over it and just want my funds back.
Company Response:
State: PA
Zip: 19124
Submitted Via: Web
Date Sent: 2022-06-06
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-06-06
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Escrow Mismanagement : In XX/XX/XXXX I received a statement from my loan servicer Citizen 's Bank that I had an escrow shortage of {$150.00}. I made my XXXX payment and sent a separate check for the escrow shortage of the {$150.00}. Sometime in XXXX i was made aware that my property taxes for the subject property were delinquent and assessed late fees. I contact Citizens and spent hours on with a call center where the staff had no understanding of escrows or taxes. We did determine that Citizens paid both too much and to the wrong property. I could not get any further with the call center and I had to contact the mortgage broker who wrote the loan, and they had a contact state side and asked for help. I was contacted by the office of the president of Citizens bank, XXXX XXXX to fix this problem and to correct addressing errors on the part of Citizens. Today I called and my taxes have not been paid, but I see a new escrow statement raising my payment yet again, twice since I bought the property in XX/XX/XXXX. There should have never been an escrow shortage in XXXX of XXXX since the amount that Citizens was showing for my taxes was incorrect and too high. There should be no escrow shortage in XX/XX/XXXX since I paid an extra {$150.00} already and the taxes are still showing too much. Additionally, my taxes have not been paid, and Citizens is trying to charge me the late fees. I have made all my payments on time. I have had many loan servicers over the years and Citizens is by far the most incompetent. These people should not be in charge of anyone 's money. They are ineffective, incompetent, they avoid speaking to you and pawn you off on a call center is a corner of the world where people don't even own homes, much less understand about taxes and escrows. They can't even get the subject property address correct! There needs to be a complete forensic audit of my escrow account and my payment adjusted correctly!
Company Response:
State: AZ
Zip: 85710
Submitted Via: Web
Date Sent: 2022-06-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-06-06
Issue: Managing an account
Subissue: Funds not handled or disbursed as instructed
Consumer Complaint: I opened a new checking account and savings account with Citizens that was tied to an intro bonus. For the checking {$300.00} bonus, a {$500.00} direct deposit needed to be made within 60 days of account opening. For the savings {$300.00} bonus, {$200.00} deposit ( not necessarily direct ) needed to be made in 3 consecutive months following the account opening. It is well past that point, all requirements have been made, but the bonuses have not been deposited into my accounts.
Company Response:
State: DE
Zip: 19709
Submitted Via: Web
Date Sent: 2022-06-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-06-02
Issue: Incorrect information on your report
Subissue: Information belongs to someone else
Consumer Complaint: Pursuant to 15 U.S. Code 1681b - Permissible purposes of consumer reports, it is fraudulent to have reported the account in question without my written consent. Please provide evidence of such consent, or remove the item in question. Furthermore, IRS Form 1099-C provides for charge-off accounts to be filed as income for the creditor. As such, income shall not be reported as a debt. I again insist that the item in question be removed.
Company Response:
State: NC
Zip: 28570
Submitted Via: Web
Date Sent: 2022-06-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-06-02
Issue: Closing an account
Subissue: Funds not received from closed account
Consumer Complaint: On Monday XX/XX/2022, my XXXX personal and XXXX business accounts with Citizens Bank were abruptly closed and I was unable to access my funds. I made this discovery because I was unable to access my personal accounts with Citizens, whether through a Browser or their App. I called and was put on hold for over an hour, after which I hung up. The next day, XX/XX/2022, I went into the local branch. Initially, I was assisted by a Teller, who determined the problem needed to be escalated because she was unable to access my account information. At that time, I decided to check my business account via the App. I determined that all of my business funds, {$220000.00} had been withdrawn the day before. Needless to say, I began to panic. Thereafter, I spoke with the manager, XXXX XXXX XXXX. My initial thought in speaking with her was that I was a victim of fraud. She made some internal calls while I sat with her. She conveyed to me that Citizens had terminated my business accounts an sent the funds via mail to the addresses on file. I was told they had sent a letter, via snail mail, to tell me that my business accounts were being terminated. I never received a call, a text message or an email concerning my $ 200K+ account. I was told my personal accounts, which collectively contained almost $ 60K, were put on hold for the purpose of ensuring all transactions would be completed. I thought that to mean that my mortgage, due on XX/XX/2022 would be paid. That was not the case. They put holds on my account on XX/XX/2022, not allowing any other transactions to take place. I had to scramble to make sure all of the autopays I had setup with my account were properly addressed and transferred to a new account. As for the personal accounts, I received NO CORRESPONDENCE whatsoever! I went into the bank today, XX/XX/2022 to speak with someone directly. I asked that she make some calls to determine why my personal funds were being held. I was told my funds would be released via check on XX/XX/2022, by which time my mortgage and other payments would be delinquent. The manager with whom I spoke made an internal complaint on my behalf. The complaint number is : # XXXX. Prior to writing this letter I called the Citizens complaint department. It was answered in about XXXX mins. I was then put on hold for over an hour, listening to music. The call was terminated by Citizens without anyone ever coming to the line.
Company Response:
State: MI
Zip: 48152
Submitted Via: Web
Date Sent: 2022-06-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-06-02
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Their investigation did not fix an error on your report
Consumer Complaint: This company has been calling my phone non-stop over the last several weeks, presumably about a debt to collect. They refuse to tell me specifically what the calls are about other than a personal business matter. I have made it VERY clear to them that we have no business if they cant provide further details. I want the harassment to stop. Calls always come while I am at work, wasting my time, and my customers time.
Company Response:
State: NY
Zip: 10463
Submitted Via: Web
Date Sent: 2022-06-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-06-02
Issue: Getting a credit card
Subissue: Card opened as result of identity theft or fraud
Consumer Complaint: 2 Bank accounts were opened in fraud using my identity- XXXX XXXX XXXX XXXX Citizens Bank Account : Around the beginning of XXXX, XXXX an account was opened in my name. I did call and report this to the company and so they have all the supporting evidence. ( I can not find this in my archives! I received a letter XX/XX/202 about taking further action via the FTC. _________________________________________ XXXX XXXX Account : On XX/XX/2022 I received an e-mail from XXXX XXXX that XXXX XXXX : Checking Account was open : XXXX Savings Account was open : XXXX The accounts were linked.
Company Response:
State: PA
Zip: 16506
Submitted Via: Web
Date Sent: 2022-06-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-06-01
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: I deposited a check for {$1000.00} on XX/XX/2022 and my account was charged off the next day also I went inside the branch and tried to reverse the charge off on my account and they want to place a 20 day hold on my account and additional days to send me a check in the mail for the remaining balance. Which is not fair and insane.
Company Response:
State: MI
Zip: 48235
Submitted Via: Web
Date Sent: 2022-06-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A