Date Received: 2022-01-31
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I have a mortgage with Citizens Bank. I can not view my monthly statements or my tax documents online. When I called them last week, they kept referring me to other departments and kept giving me other numbers to call. Eventually after several hours on the phone and online chat I gave up. They won't make my documents available to be viewed online and they won't mail them. I still can't get my 1098. Also, when I called they went into debt collection and said that my mortgage is in default and I am at risk. This mortgage was in a forbearance because of the pandemic. They should have modified the loan. I do not know the status of the loan modification, I do not know my balance, my interest, my account number and can't access my 1098 to work on my tax return. Please help.
Company Response:
State: DC
Zip: 20019
Submitted Via: Web
Date Sent: 2022-01-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-01-28
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Within XXXX hours of filing a complaint with the CFPB, I was locked out of my online account. I am no longer able to access my online account in any way. I called the company, with no results, the man I spoke to babbled for a long time, and I just told hum, if you can't fix this just say you can't fix this and stop wasting my time. I currently have no way to verify if Citizens One Bank has fixed my original problem ( I paid my monthly mortgage payment with additional principal on XX/XX/21, the payment was verified by my credit union, their bill pay service and Citizens One Bank online account summary. My entire payment was credited to the loan principal and not mortgage payment and additional principal as was directed. ) I was told that due to my account being delinquent, I can't access it, so how am can I find out when and if my account gets fixed?? I have repeatedly tried to be proactive and resolve this issue, without luck. I have called multiple times and now have a total of on hold time of XXXX hours, with the only response of " we might have it fixed in 5 days '' however I have no way of verifying this. My concern is that this issue, completely caused by Citizens One Bank is going to be reported to the credit reporting agencies, and then the burden of getting the information removed will fall on me.
Company Response:
State: GA
Zip: 30907
Submitted Via: Web
Date Sent: 2022-01-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-01-28
Issue: Closing an account
Subissue: Company closed your account
Consumer Complaint: I recently had to travel out of the country for work. Potentially that triggered some sort of check, because I was then locked out of my online Citizens account ( despite two factor authentication, etc set up ). I tried calling to remedy the situation while abroad, however despite trying multiple times over several weeks and waiting XXXX, XXXX minutes or longer, I would end up getting disconnected rather than speaking to anyone. Shortly after ( within two weeks and before I could return to the US ), I was sent an letter saying my account has been closed without explanation. Note I never received any other contact from the bank regarding why it was suddenly shut down, however the letter advised I call into customer service- even more unsuccessfully as my account and debit card numbers are not even recognised any longer. Meanwhile I am still getting marketing emails from Citizens. Thus far I have not been able to speak to a person. The website only directs me to log into my online account ( which was never unlocked ). Nor is the chat function on the website operational. The only email address I can find listed on the website was for disputes, and when I reached out they only redirected me to the same customer service number.
Company Response:
State: NY
Zip: 113XX
Submitted Via: Web
Date Sent: 2022-01-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-01-27
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Summary : In summary, I am writing this complaint because Citizens Bank sent my mortgage statement extremely late, with a statement date not aligned to when the statement was actually mailed, and little to no time to send in a payment. I previously submitted a complaint to Citizens on this and have not heard back. Full Story : I originally applied for a mortgage through XXXX who then sold my mortgage to Citizens Bank ( aka Citizens Financial Group ). A couple of days ago, I noticed that I never received my first mortgage statement. I knew that it would be due on XXXX, so I went through the process of signing up online. This was honestly fairly difficult as their website is not intuitive, despite me being extremely tech savvy. I put in a complaint with Citizens at that time about not receiving my statement and the difficulty I had in trying to pay my first payment through their website or on the phone due to long wait times. Today ( XX/XX/XXXX ), I finally received my first statement. The date on the statement is XX/XX/XXXX, but it was mailed on XX/XX/XXXX. I am not sure what the industry standard is, but receiving a statement within 4 days of it being due is just not enough time, especially with it falling around a weekend when mail services are limited. Luckily for me, I was able to make a payment online and get it taken care of. However, if this happened to an elderly person, someone was out of town for a couple days, or a multitude of other situations, this could have resulted in missed payments and negative marks on someone's credit score. I am extremely disappointed with this level of service and am extremely disappointed that my mortgage is now through this bank, forcing me to do business with them for the next 20 years.
Company Response:
State: VA
Zip: 232XX
Submitted Via: Web
Date Sent: 2022-01-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-01-27
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: Ive been getting nowhere reaching out to citizens one financial lending. Here are some of the notes I have since XXXX Ive been told on several different occasions that I was under modification since XX/XX/XXXX, I went through a bad divorce caught XXXX three times submitted all the documentation to citizens one and never in all the i have received a call back. Ive continued to call them have been told several different things that a modification was excepted that my ex-wifes name was removed from the loan that they were adjusting the payment to accommodate myself being on XXXX yet now after everything is said and done they are refusing the modification again stating that its under review after they upped my payment instead and now even hanging up on me when I call for updates. When I call citizens in the United States their employees cant believe what Im explaining to them and when they transfer me over apologize and state theres nothing they can do that that department is now overseas and when XXXX about citizens there are thousands of people going through what Im going through and not receiving any type of updates or help. Im hoping someone here can you please help me Ive suffered XXXX my family is attempting to help me being a prior lender in the early XXXX I am appalled and cant believe that this lender is allowed to treat and abuse people the way they are. Please help me im a single father of XXXX sons trying to keep my home and I apologize if my message is hard to read as I use voice to text since my XXXX. Ive even tried to attempt and refi outside of modification and citizen has made it very difficult to get the information to the new lenders. I dont qualify for my VA benefits as I did a general discharge so Im trying to refinance pay the fees just to not deal with Citizens but they will not disclose or give information to lender. Called XX/XX/XXXX for follow up and told still no answer for loan modification to wait it was still in process Talk to XXXX at XXXX on XX/XX/XXXX told me that still in process and forbearance plan. My loan number is # XXXX XX/XX/XXXX spoke with XXXX XX/XX/XXXX spoke with XXXX XXXX no updates XX/XX/XXXX spoke with XXXX told me to call back Monday. Told me to call back Monday. XX/XX/XXXX called and spoke with XXXX In lost litigation.. at XXXX. No updates I asked for a supervisor. And they said not one available XX/XX/XXXX spoke with XXXX in lost litigation XXXX no updates XX/XX/XXXX spoke to citizens letting them know I received their packet again for loan modification this is now the second time I was sending everything. I faxed scanned and certified mailed the packet so they wouldnt say it wasnt received again. They verified packet was received but had no information on it for me to wait for 4 to 6 weeks for a response. XX/XX/XXXX XXXX spoke with XXXX and was told no update and now to wait 3-4 weeks and to continue to follow up 2-4 weeks to find out if approved or not. Asked several times for supervisor or manager to get update and she said no managers available. XX/XX/XXXX called at XXXX with XXXX.. and was told extending till XXXX. Was told to call back last week of XXXX. Was told to ignore first offer of total payment {$54000.00} and tell them I refusing first offer. That it doesnt put me in default. Was told it wont affect any loss. That way they could send me a second offer on actually modifying the payment and not asking for a huge lump sum.. XX/XX/XXXX. XXXX Spoke with XXXX - She first said to print out 2 bank statements and submit them but then told me at the end of the conversation that not to do that. the loss litigation department would go ahead and update me on what to send because their department will specifically tell me what they need. I asked her more than once was she sure and she said to wait not to send anything XXXX was the person on XX/XX/XXXX, XXXX refuse to give manager said no update. Couldnt give me a manager or escalate No updates on my loan to call back in six weeks XX/XX/XXXX XXXX am XXXX telling me wrong information given never was approved for a modification. That previous representative lied and told me incorrectly. I specifically told her was I lied to and her Answer said yes you were told wrong. Then same day spoke with XXXX at XXXX was transferred to them. No manager available. XXXX only number to call now is for modification. XX/XX/XXXX this is citizens Ones loan mod department said its still under review but approved I will be getting the paperwork any day now. no amount given a modification specified is it going to go back to the original payment of 2900 or they going to actually modify it since Im now XXXX and divorced and she said to wait for the documentation to come in. Called on XX/XX/XXXX at XXXX am spoke wish XXXX and was told 18 months is the max I can get extended for and that they have to give me an answer before then. I am now on 17 months and have yet to get 1 call back. She might explained nothing more could be done at this moment but within a week I should have a answer. XX/XX/XXXX called spoke to XXXX and let them know still no mortgage payment received showing amount of XXXX I still sent there New full payment of {$3400.00}. since they now upped my payment to that amount. Instead of original payment of {$2900.00}. He didnt specify that the note showed my interest rate was going down to 3 1/2 % from 4 1/2 and the payment would be {$2900.00} XX/XX/XXXX spoke with XXXX in XXXX XXXX Virginia office about loan modification XXXX consumer offers office. I was told by previous representative XXXX that I needed to speak to the department now since the modification was not showing up now that I needed to start everything over again. Was told Notes on XX/XX/XXXX ( yes a year ago ) shows name change and modification process I needed this information to be able to refinance since they are not responding to me. XX/XX/XXXX Spent three hours on the phone spoke with XXXX who hung up on me after cursing at me and yelling at me telling me to stop effing calling. XXXX Same day I called again and finally got someone in Citizens to pull up account to give me mortgage statement showing I paid the last three months of the modification amount they gave me for {$2900.00} I expressed as a representative I received an email statement showing that they are now reviewing my loan again and that it was not accepted. She then transferred me back to the lost litigation department were XXXX told me the modification was now under review again and never accepted but to continue to pay what I could. But no new notes and they went removed the new price they gave me that there is no acceptance letter.
Company Response:
State: CA
Zip: 95682
Submitted Via: Web
Date Sent: 2022-01-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-01-27
Issue: Closing an account
Subissue: Funds not received from closed account
Consumer Complaint: The attached letter to Citizens Bank documents the closure of my personal checking account, which has resulted in my inability to pay my bills. The account has or had exactly {$3900.00} at the time of the improper closure of the account, as I had deposited {$3100.00} into the account at XXXX on XXXX XX/XX/2022 with a bank teller, who gave me a deposit slip for the transaction ( my bank card was used/swiped for the transaction ). Soon after I left the bank, I went to a local baker to purchase {$15.00} worth of bread, and my card was rejected three times. I called my branch manager, as indicated in the attached letter, and she said the card was shut down, but said it was nothing to do with anything she or her teller had done, and that I should call the bank 800 number. This has happened the previous month as well without explanation from Citizens Bank, and a new card had been issued, but this time when I put the card number in, there was no fraud alert. Instead the 800 automatic service said there was no such account at all. I was then placed on hold for some time until a Citizen 's customer service representative came on, and told me my account had been put on " hold '' for review and that someone from " the Director 's Office '' from the bank would be in touch with me within 2 business days. I asked to be put through to the Director 's Office, and they said that wasn't possible, and that there was no phone number to call directly. The rest is set out in the attached. It is now 4 business days, since this occurred, and I have had no contact from the bank at all, no email, no mail, no phone call from any representative from the bank, although I emailed the attached letter on the morning of XX/XX/2022 to the VP in charge of Branch Services, and to her boss. Neither has replied to my email or letter, and I have also overnighted the letters. Needless to say I'm in shock. I don't know what has happened to my money or my account, and the bank, which has published office numbers that don't work, has not contacted me at all. I don't know how to pay my bills or what is happening at all.
Company Response:
State: MA
Zip: 02115
Submitted Via: Web
Date Sent: 2022-01-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-01-26
Issue: Problem caused by your funds being low
Subissue: Overdrafts and overdraft fees
Consumer Complaint: I had an account with Citizen 's bank for years. I was hit with numerous overdraft fees of $ XXXXtransaction and {$30.00} each sustained negative balance in XXXX, XXXX, and XX/XX/2021. Every time I had a fee hit, I had a positive balance in the account, it would deplete my account into the negative, and eventually was unable to continually argue with he bank about these fees, and I was left with a negative balance. All of these overdraft fees amounted to {$870.00}. The account was closed by they bank, and I have been left to repay the fees monthly.
Company Response:
State: PA
Zip: 151XX
Submitted Via: Web
Date Sent: 2022-01-26
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-01-25
Issue: Trouble during payment process
Subissue:
Consumer Complaint: There was a transformation at Citizens during which they attempted to merge checking and mortgage accounts. Unfortunately the integration didnt work for me, see below response I received from the company : XXXX XXXX it appears the merge between your Mortgage and your already existing deposit accounts did not complete correctly, and you would need to contact the Mortgage Department in order to put in a request to have these accounts merged. With the merge between Citizens Online Banking and Mortgage, it was meant to allow you to access your deposit accounts and Mortgage from the same login. In this case, it would not show you Mortgage upon logging in due to an error. I would suggest that in order to access your Mortgage that you contact the Mortgage Team at XXXX. I have called already three times the number above and was not able to get a support needed to access my mortgage account
Company Response:
State: NY
Zip: 106XX
Submitted Via: Web
Date Sent: 2022-01-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-01-25
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Faxed a request to have PMI Insurance removed from my mortgage payment XX/XX/XXXX, Contacted via phone of status on or about XX/XX/XXXX was advised request received and someone should call back in 7 days, Contacted via phone about XX/XX/XXXX after 1 hour wait was told still in process someone should call back in 7 days, Contacted via phone about XX/XX/XXXX again was told someone would call in about 7 days. Current balance about {$150000.00} current sales comparable value is $ XXXX to $ XXXX well within the XXXX % rule, I have estimated current value @ $ XXXX. I faxed 18 pages of comparable and letter requesting PMI removal on XX/XX/XXXX, spent hours on hold and only getting the same answer. Loan XXXX Citizens XXXX XXXX XXXX XXXX XXXX XXXX, VA XXXX XXXX
Company Response:
State: OK
Zip: 74008
Submitted Via: Web
Date Sent: 2022-01-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-01-25
Issue: Trouble during payment process
Subissue:
Consumer Complaint: On XX/XX/2021, I sent my regular mortgage payment thru my credit union by bill pay to Citizens One Bank. My credit union has verified that the money was sent, the bill pay company verified the money was sent, and Citizens One bank has verified the money was received. The problem lies in that Citizens One received the payment with additional principal of {$1400.00} was received but it was applied to the principal only. I pay {$650.00} for my mortgage payment and send in an additional amount of {$800.00} to be applied to the principal for a total of {$1400.00} every month. I make all my payments on or about the first of every month. I have called numerous times with a total on hold wait time, to speak to someone in customer service, of 11 ( eleven ) hours. Every time I call, I am automatically routed to collections and have to go through a lengthy verification process, just to be able to say " I want to speak to customer service ''. My good name, my credit score/history, and my good standing in the financial community are in jeopardy due to this situation. I am at my wits end, I simply want this rectified! I will provide any documentation requested.
Company Response:
State: GA
Zip: 30907
Submitted Via: Web
Date Sent: 2022-01-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A