Date Received: 2022-03-03
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Requested mortgage forbearance for my mortgage because my family was affected by XXXX XXXXXXXX, I am unemployed my wife is our sole provider currently, my son need XXXXXXXX XXXX for the XXXX XXXX XXXX XXXX because of XXXX from having XXXX. I was approved for a forbearance. I requested additional time to recover from loss of income but was denied assistance. Requested mortgage assistance, submitted financials and requested documents. Citizens Mortgage, Citizen mortgage has not worked with me to assist me with keeping my home instead I have received a foreclosure notice for my home.
Company Response:
State: TN
Zip: XXXXX
Submitted Via: Web
Date Sent: 2022-03-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-03-03
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: XXXX, My name is XXXX XXXX XXXX XXXX. XXXX XXXX XXXX XXXX XXXX XXXX, VT XXXX I have an issue with my funds with my direct deposit from social security XXXX and XXXX money not being released to me from my bank. They now put a no trespass order on me. I didn't deserve this. Is there any way to remove this? Now with today 's deposit XX/XX/22 from XXXX XXXX XXXX XXXX XXXX For the last two months now at the bank listed below. Citizens Bank XXXX XXXX XXXX XXXX XXXX XXXX XXXX, XXXX XXXX ( XXXX ) XXXX Of {$860.00} plus XXXX {$53.00} Times XXXX. This month & last months. {$1800.00} I live off this money, I need it to survive. I am homeless in a motel called XXXX in XXXX XXXX XXXX.XXXX VT XXXX. Where the windows just pop in and out and it is not a safe place. I need this money. ( I did fax Social Security about two in a half weeks ago, plus yesterday, I don't know why its not updated! ) ( tears ) Please send my payment to ; XXXX XXXX XXXX XXXX XXXX XXXX VT, XXXX please, and thank you, XXXX XXXX XXXX
Company Response:
State: VT
Zip: 050XX
Submitted Via: Web
Date Sent: 2022-03-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-03-03
Issue: Trouble during payment process
Subissue:
Consumer Complaint: We have had an issue contacting this lender since our mortgage was sold to them. Recently they reported to the credit bureau that we were behind on our mortgage, which we are not. A few days later they reported that the payment had been made and we didn't know about either. We pay an extra {$500.00} per month on our mortgage to get it paid off quickly. So behind on payments or struggling financially is not an issue for us. However, when we try to reach someone in customer service they claim the wait time is 60 mins and even that isn't true. We have waited up to an hour and 25 mins and they never answered the phone. If i press the button for a new mortgage I am not placed on hold at all and someone picks up on the first couple of rings. My credit is very important to us even though we don't owe on any vehicles or anything like that. Their mistake and lack of communication affected my credit score by over XXXX points. This was completely avoidable if they had adequate staffing and willingness to make things right.
Company Response:
State: AR
Zip: 720XX
Submitted Via: Web
Date Sent: 2022-03-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-03-03
Issue: Trouble during payment process
Subissue:
Consumer Complaint: In XXXX XXXX XXXX I received a mortgage statement from Citizens Bank which indicated I might have a shortage to my escrow. Subsequently, I sent in a check to cover the deficiency and added notes onto the check to make sure that the extra payment would be applied correctly. It was not, even though they set me up on auto draft. Having had issues with Citizens Bank regarding my tax information last year, I'm inclined to reach out in hopes to get this corrected. As of recently, I've been sent several late notices, which has added extra expenses, fees, lost time, and undue stress to my busy schedule, although my issues date back way before this period. Since XXXX, I've called Citizens at least 5 times to get the issue resolved, and as of today, this issue has still not been corrected. As you can imagine, this has been very stressful, and I believe this to be very unfair, and slightly deceptive from Citizens Bank and would appreciate any help looking into this matter.
Company Response:
State: AL
Zip: 35209
Submitted Via: Web
Date Sent: 2022-03-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-03-03
Issue: Managing an account
Subissue: Problem making or receiving payments
Consumer Complaint: On XX/XX/22 I discovered there was fraud done on my citizens bank account. I immediately called and filed a claim and was told to go to the bank. when I arrived teller had no clue what protocol to take. could not access online banking so called. Was told to go to branch to unlock funds bank tells me I have to call while in branch but system was. More run around call again they say if money not return within 8 days call been 8 days no answers havent heard anything from the bank no apologies no credit nothing. Worst banking experience ever.
Company Response:
State: PA
Zip: 19143
Submitted Via: Web
Date Sent: 2022-03-03
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-03-02
Issue: Problem with a lender or other company charging your account
Subissue: Transaction was not authorized
Consumer Complaint: I had a checking account with citizens bank. I changed banks. The day I went to change my checking account to my new bank, I checked the balance on my citizens checking account. I wrote a check to " cash '' in the exact amount of my citizens checking account and deposited it in my new bank. . The following week I received a Citizens letter stating I had a negative balance of {$25.00}. I ignored it. Yesterday I received a letter from Citizens stating that I owed about double that amount, and they threatened to bring me to court. I called the bank and was told that I needed to give Citizens my full social security number or they couldnt look up my account. I refused. I am worried that my credit history would be damaged, but I refuse to pay can you help
Company Response:
State: MA
Zip: 010XX
Submitted Via: Web
Date Sent: 2022-03-02
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-03-02
Issue: Opening an account
Subissue: Didn't receive terms that were advertised
Consumer Complaint: I received a card in the mail from Citizens Bank stating I could " get up to {$700.00} ... '' if I opened both a checking and savings accounts, and followed the conditions stated on that card. I did so, even walking through the set up with their representative, following all conditions correctly. But they did not follow through with their payment, and said so on the phone.
Company Response:
State: NY
Zip: 11756
Submitted Via: Web
Date Sent: 2022-03-02
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-03-02
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: Citizens Bank has repeatedly failed to respond to three claims of fraudulent wire transfers to another account at its bank. It was initially reported in-person at their XXXX, XXXX branch XXXX XX/XX/2022 to its branch manager, XXXX XXXX XXXX It was on that date that the fraudulent transfers were discovered. The subject account was originally opened and maintained at this location. On XX/XX/2022, I called Citizens ' customer service number ( XXXX ) to check on the report of the claims. I spoke with representative XXXX XXXX. She said she would escalate the claims. She also conferenced in XXXX XXXX to discuss. She took my phone number and said she would call me back. She never called me. I believe this is a recorded line. On XX/XX/2022, I called online services ( XXXX ) to follow-up on the claims and also emailed XXXX XXXX. The person I spoke with updated the notes on the account to reflect that I was calling for an update. On XX/XX/2022, I called online services again but wait time was very long. XXXX XXXX called me to see if XXXX XXXX has reached out yet. I let her know that I had not received a return call. On XX/XX/2022, I called online services again. I was advised that a claim had been open for two of the transactions ( Claim No. XXXX, dated XX/XX/2022 ) but not the third so another claim number ( XXXX ) was opened on XX/XX/2022. The representative informed me that I should receive a letter within XXXX days advising on the status of these claims. I never received a letter or letters confirming or advising on the status of these claims. Despite calls on XX/XX/2022 ; XX/XX/2022 ; and XX/XX/2022, I have yet to be able to obtain a status on these claims for fraudulent transfers. I have waited, at times, over an hour on the bank 's online services phone line without ever reaching any representative. I can only call since there are no Citizens bank branches in XXXX, where I reside.
Company Response:
State: CA
Zip: 94941
Submitted Via: Web
Date Sent: 2022-03-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-03-02
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Our mortgage company, Citizens Bank, escrows our property taxes. They made an error when entering our 2022 property taxes. They entered a total of {$36000.00} for our property taxes, but our total property taxes are {$10000.00}. This has caused them to increase our mortgage payment by around {$4000.00} per month. Our current escrow balance is {$14000.00} - far in excess of what it needs to be to satisfy the annual taxes. We have submitted evidence of our actual tax liability and Citizens Bank confirmed they received it, but they will not change it. I called on XX/XX/2022 to notify them of the problem. At that time, they requested I fax them the property tax information from my county, which I did. They told me it may take 5 business days to fix the issue. I also mailed them a letter on XX/XX/XXXX notifying them of the problem and the evidence of that. My husband called on XX/XX/2022 to follow up, because it still had not been fixed. They told him that it would be fixed by XX/XX/2022. On XX/XX/2022, I called and I was told it might be done by the XXXX or XXXX. I spoke with three different people, and I escalated the issue as far as I could. Each phone call took more than an hour. On XX/XX/2022, they again drafted the inflated mortgage payment and have taken no action to change it. On XX/XX/2022, my husband called again, but after another hour phone call, the problem was not fixed. During my XX/XX/2022 phone call, I requested that we removed from escrow. I stated that I would pay my property taxes myself. They told me that if I did that, I would be charged a fee, which would be a percentage of our mortgage, but the agent said they could not tell me what the fee was and that I would only find out after it was charged. I declined this, because I didn't think it was correct that I should pay a fee in that situation, and because of the unknown amount of the fee. At this point, we don't know what to do, and don't seem to have any recourse to stop the mortgage company from stealing our money. At this time, out mortgage payment is {$6100.00} and we have made significant financial sacrificed in order to not default on our mortgage.
Company Response:
State: KS
Zip: 660XX
Submitted Via: Web
Date Sent: 2022-03-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-03-02
Issue: Problem with a lender or other company charging your account
Subissue: Transaction was not authorized
Consumer Complaint: Our Checking Acct. was charged 17 times fraudulently under the name of XXXX XXXX XXXX - various versions of it. We reported it the same day to Citizens Bank. They did reverse 12 of them, but then charged us Overdraft Fees for 5! Then today there was another fraudulent charge from the same fake company! Plus 2 more XXXX. Bank OD Fees! My husband 's Soc. Sec. chk. goes in XX/XX/22 & it will just go toward the over {$1000.00} neg. bal.! Please help!
Company Response:
State: MA
Zip: 012XX
Submitted Via: Web
Date Sent: 2022-03-02
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A