Date Received: 2022-01-24
Issue: Trouble during payment process
Subissue:
Consumer Complaint: This is in regard to Citizens One Home Loans. I have been trying to get a current copy of my mortgage statement and can not. They have blocked customers who have their home loan in forbearance from accessing their account online. I have called there for several days and spent up to 5 hours waiting on the phone not to speak with anyone. One representative will transfer me to customer service about trying to get a copy of my monthly statement and find out why I can't access my account. I held on for 2 hours and no one answered the phone. No one will return your call on the second note.
Company Response:
State: GA
Zip: 314XX
Submitted Via: Web
Date Sent: 2022-01-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-01-23
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: I had a credit card with Citizens Bank opened on XX/XX/XXXX. During the first two years of this account, I had no issues. In XXXX I experienced health issues and was unable to work or pay my credit card bill. I made Citizens bank aware of this and was informed that there was nothing that could be done at the time. Ultimately the account was closed and charged off. When I was finally able to return to work and repay my credit obligations I contacted Citizens bank who informed me of the balance due. I made restitution in full based on the balance I was given ; only to find out later that there was still money owed but they wanted a quick resolution to this issue. When I recontacted Citizens after reviewing my credit reports I noticed two things about how it was reporting. XXXX, the balance was paid in full for less than the total amount. I never agreed to this. XXXX the account is still reported as derogatory. I did inform Citizens that I wanted to pay the debt in full and have it cleared that I paid my entire amount owed back. I also wanted them to report the account as paid in full and closed once the remaining balance was satisfied. To date, Citizens refuses to allow me to pay the remainder of the balance and is still reporting the account in a negative manner. I would like this corrected. The first time in history I have ever seen a bank not want to be repaid for a debt owed them.
Company Response:
State: NJ
Zip: 088XX
Submitted Via: Web
Date Sent: 2022-01-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-01-22
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: Citizens Bank closed my account because I deposited a check and it took longer to clear. They assumed it was fraudulent activity. They started trying to close it. The check cleared. I came in the branch for verification and withdraw money. I left a balance of {$30.00} because they said if I took all they were going to close it. They turned around and did it anyway. They said they mailed a check out never received. They said they were going to investigate and send me a new check to my new address. The last check they claim they mailed was sent to my sister address. Which I still have access. I just want my money and to be done with this bank. Inconvenience. When I call now they give me the run around. You can't keep my money. They had no reason closing my account in the first place. The check cleared. I wouldn't have known it was close until I tried to send my money into the account and it wasn't going through. They froze the account and debit card. Then closed it.
Company Response:
State: NJ
Zip: 07017
Submitted Via: Web
Date Sent: 2022-01-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-01-22
Issue: Problem with a lender or other company charging your account
Subissue: Transaction was not authorized
Consumer Complaint: On XX/XX/XXXX I was the victim of identity theft. I found out about the event when I could not open my online bank account on that same date. I stopped into the local Citizens Bank branch in XXXX XXXX, Rhode Island on that date and spoke with bank representative XXXX who told me of the fraud. My husband and I stopped our debit cards and closed our savings account. We did not close out our personal checking account or my business checking account for several weeks waiting for all activity to stop ( per Citizens Bank advise ). I did open a new business checking on XX/XX/XXXX in response to the fraud. I found out that there was a check made for {$1300.00} from my business checking account when I went into the bank on that Friday XX/XX/XXXX and filed the claim for the amount of the check on that date. I found out the extent of the fraud on XX/XX/XXXX. I received a letter from XXXX XXXX stating that an account was attempted in my name. After speaking to a XXXX XXXX representative, I started an identity theft document with the Federal Trade Commission on XX/XX/XXXX. I filed a police report with the XXXX XXXX Police department on XX/XX/XXXX. I stopped my credit reports being used on approximately XX/XX/XXXX, per the trade commissions recommendation. During the first two weeks of the identity theft, I was in the Citizens Bank local branch several times, keeping up to date with any activity on the old accounts and working at closing out the accounts. My husband and I changed our Social Security deposits, pension payments, etc. during that first week. During the second two weeks of XXXX, I received letters from XXXX XXXX XXXX and XXXX with the same problem of the perpetrators attempting to open fraudulant accounts. I called each one and personally went to XXXX XXXXXXXX XXXX on XXXX XXXX, XXXX XXXX, RI on XX/XX/XXXX and XX/XX/XXXX with my concern about the fraud. After approximately one month of our original claim on XX/XX/XXXX, I went into the Citizens Bank Branch and spoke to XXXX again with a concern that I had not heard anything about the claim. She told me that check fraud can take time and called the claims department on that date to find out the status of my claim. She told me the claim was being processed. On XX/XX/XXXX I received a letter from Citizens Claim department saying they finished their report and needed more information. I went into Citizens Bank branch AGAIN and sat down with XXXX. She said she would call and find out what information was needed. I received the amount of the check in my business checking account on XX/XX/XXXX and believed that XXXX had relayed the information needed and the claim was resolved. On XX/XX/XXXX, the {$1300.00} was taken out of my account. I called the local branch and spoke with XXXX, as XXXX was not working. He looked into the matter and told me he talked with claims and that there was a problem. I again went into the branch on XX/XX/XXXX at XXXX XXXX. I spoke with a claims representative at Citizens while sitting in XXXX office. Her name was XXXX and she told me they took back the amount of the claim from my account. She told me a NEW claim had to be filed as the amount of {$1300.00} deposited into my account was merely a provisional deposit until the claim was finalized. I received no notification from Citizens except the withdrawal of the funds. We filed a new claim on that date. On XX/XX/XXXX I received a letter in the mail from Citizens claim department. The letter stated that since the error in my account was reported on XX/XX/XXXX, it was reported too late and was denied. This claim was placed per claim department worker, XXXX recommendation. On XX/XX/XXXX I called the Citizens claim department and spoke with representative XXXX. She, AGAIN, took my information over the phone. Today, XX/XX/XXXX I received another letter from Citizens Claim department stating that the claim was denied due to late filing of the claim. This time they claimed the filing was on XX/XX/XXXX.
Company Response:
State: RI
Zip: 028XX
Submitted Via: Web
Date Sent: 2022-01-22
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-01-21
Issue: Trouble during payment process
Subissue:
Consumer Complaint: When our HELOC with Citizens aged out, the bank solicited us for many months by mail to try a different loan product. It was not called a mortgage, but it turned out to be a mortgage. Because of the pandemic ( I assumed ), it took SEVEN MONTHS for the bank to get the paperwork together to complete the loan. This mortgage has then been in computer chaos since it began in XX/XX/2021. I have talked to the bank by phone many, many times, always assured everything is, or will be, fixed. I can not see my loan online, can not see payments, problems, etc. No one knows why? We have NEVER been in the position to not-pay our mortgage, but our Auto payments were not registered, or get stuck " in suspension. '' At times I see no money coming out of my paying account monthly, yet the bank worker insists she sees the money paid and " in suspension, we are just waiting for it to be released, just wait a few more days. '' The loan was originated in their " Loss Mitigation Dept, '' although >>we have never missed a loan or mortgage payment<< with them before, and the procedures for interacting with this department are very insulting *Wait times on the phone are consistently one hour or more, I have waited that long quite a few times* but this is not manageable anymore at my job, so the bank is unreachable by phone! Then I am told auto pay is set for the wrong amount, so our payment is rejected most months. The bank promised to fix this *for 6 months or more* but nothing has improved. I get letters saying I am in default, but then am told it is on auto-pay, why am I trying to pay again? The bank has destroyed my credit score so we are unable to apply for a replacement loan at any other bank -- we are literally being held XXXX.
Company Response:
State: MA
Zip: 02139
Submitted Via: Web
Date Sent: 2022-02-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-01-21
Issue: Closing an account
Subissue: Company closed your account
Consumer Complaint: Me and my parents have an account at Citizens Bank and the bank froze the account with no explanation whatsoever. This was done at the beginning of the year 2022 around XX/XX/XXXX is when we noticed a problem with the account, reached out to the branch managers and told me that they send us a letter to our home address and we NEVER received any letter. I called the customer support number, the fraud department, no one wanted to give me answers. Today XX/XX/XXXX they withdrew all our money and they said they would send it in the mail. We never asked our account to be closed, all we asked was assistance and an explanation of that is going on. The account has no shady transactions, this is there retirement account that I manage ( joint account, me and parents were on it ) for them to pay their bills, direct deposit for their Social Security and mortgage payments. This is completely unacceptable. They withdrew {$32000.00}. What happens if we don't get the check? since we already didn't get the letter notification.
Company Response:
State: MA
Zip: 02180
Submitted Via: Web
Date Sent: 2022-01-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-01-20
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: First off I have been faithfully paying my mortgage on time since I bought my house XX/XX/XXXX. XXXX hit in XXXX XXXX my sons father was laid off due to Covid and hense did not pay me child support. When I called to make my payment I asked if there were any options in being late for one month. They told me on phone it would be no problem they would put me in a forbearance plan. XX/XX/XXXX I got a letter saying I was in forberance. I continued to make payments On XX/XX/XXXX I received a letter saying I had requested loan assistance which I had not. XX/XX/XXXX I got a letter stating forberance would end soon. XX/XX/XXXX I received a letter stating I was qualified for a partial claim / loan modification of {$5300.00} 3 months to go at backend of mortgages I received the same letter again this time dated XX/XX/XXXX for the same partial claim. I had called and told the person I spoke with that I would accept that partial claim. citizens then sent A man out to notarize the agreement on XX/XX/XXXX. I then received a letter dated XX/XX/XXXX. This letter stated I was qualified for a partial claim of {$8900.00}. 5 months to go at backend of the mortgage. Imagine my confusion so I called citizens. The person I spoke with told me yes it would be okay to go with this partial claim instead of the first one that they would have to order another person to come out and notarize the new agreement. At this point they told me if I was going to go with this partial claim I would not have to make payments towards XXXX, XXXX, XXXX, XXXX, or XXXX of XXXX as this would be the new agreement and these months would be put at back end of mortgage. I had the new notary call me with an order from citizens and scheduled a date to come out with documents dated XX/XX/XXXX. Notary and I and a witness signed these papers on XX/XX/XXXX. My payments were to begin XX/XX/XXXX. All I received in the meantime were mortgage statements with multiple discrepancies about what I owed. I called every month and asked when it would be updated. I was told check back next month the system is still updating. I began my payments by phone each month which I have letters from citizens stating I paid and each month I asked if the second partial claim went through correct? Why does it still say I owe so much? Each month multiple people told me I was fine it was getting taken care of. Until XX/XX/XXXX when I received a letter dated XX/XX/XXXX that stated I was behind in mortgage and foreclosure would be considered. I then called and was told I owed two months of mortgage payments as my partial claim was closed and they put it through for the first one of {$5300.00}. Not the {$8900.00} which is what I was told for several months. I requested multiple call backs from a supervisor and never received one. Each time speaking with someone in loss mitigation they told me there was nothing they could do I owed the money. I have called and made every payment since XX/XX/XXXX as I was supposed to. In XXXX when I called they denied my payment said they couldnt take it because I owed too much money and was behind so much. I had to fight with loss mitigation to accept a one month payment. In summary I was told I qualified for a 5 month promissory note and partial claim to skip payments from XXXX XXXX. It wasnt until XXXX of XXXX that anyone informed me this was not the case at which point I do not have the money to catch up. This to me is a scam since I never asked for any of those partial claim letters to be sent to me and since I was told it was all okay until the eviction protection had ended now Im getting calls all the time telling me I owe money and am in danger of a foreclosure. This is why I seeked a refinance with another mortgage company in which everything was okay to go through until citizens sent payment history information with all my payments made from XXXX and then on applied to the beginning of the year ( the months in which I was supposed to have skipped due to the partial claim ) so now it looks like I was on a rolling 60 day behind payments. All I want is to be current with my mortgage and my credit history preserved. I have done what was expected of me. They gave me the agreement for {$8800.00} to start paying in XXXX and I did. It should not look like I was behind what so ever. I did consult with a lawyer who told me to file complaint here
Company Response:
State: CT
Zip: 060XX
Submitted Via: Web
Date Sent: 2022-01-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-01-19
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Problem with personal statement of dispute
Consumer Complaint: In XXXX I received notice from credit monitoring that Citizens Bank reported me 30 days late for a direct deduction of loan payment from my personal account. I immediately called customer service, and explained that although the account in question ( XXXX XXXX XXXX ) did not have adequate funds, I had several others from which it could have been drawn, and would have expected a notice that there was a problem before being reported ; I was told to submit an inquiry to the credit department, and I would hear back in 30 days.I did, and never heard back. Most recently I send an inquiry to XXXX XXXX at Citizens, and have not heard from him either. I have been with the bank with no issues for over 20 years ; every other bank or loan co notifies me if there is an issue with a payment of any kind. Citizen bank did not notify me at all, and this could have easily been taken care of without damaging my credit without prior notice. I would ask that they remove the derogatory posting, for not following normal notification process.
Company Response:
State: FL
Zip: XXXXX
Submitted Via: Web
Date Sent: 2022-01-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-01-18
Issue: Problem caused by your funds being low
Subissue: Overdrafts and overdraft fees
Consumer Complaint: Citizens bank Total debt In rearrs due to bank overdraft policies, I could not take out money but they allowed hundreds of dollars of auto pay withdrawal from my account be paid from XXXX on until they put my account in to collections I ended up with a XXXX plus debt and they also garnished a 1 week worth of work during covid that I was still not collecting unemployment or pua benefits from my separation from work date on XXXX and then garnished a XXXX dollar check from working for a day labor employer they have been the reason that I could not get essential debt assistance from nonprofit organizations and I will have to work with a cfpb.gov agent to go over their flagrant disregard of financial hardship of a customer who repeatedly asked for assistance haven have to email an executive at the XXXX XXXX NY headquarters with still no assistance actually only adding more frustration of the local branch being even more unwilling to work with me
Company Response:
State: NH
Zip: 03103
Submitted Via: Web
Date Sent: 2022-01-28
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-01-18
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Citizens sent out an email that they were going to pay an insurance company {$1400.00} for hazard insurance on XXXX/XXXX/2021. I called them on XX/XX/2021 to advise that another company had been set up and that it would be prepaid without need for escrow. I sent a paid receipt from my XXXX XXXX with evidence of insurance on XXXX/XXXX/2021. I received notice from Citizens that they paid the {$1400.00} and the {$760.00} to the other insurance and deducted it from my escrow. Further research with both insurance companies found that Citizens never sent checks to either one and/or placed stop payment on them. After three calls to them over the last 6 weeks, they have still not corrected the escrow account. Average wait time to speak to them is over 45 minutes per call. Please advise if additional information is needed.
Company Response:
State: FL
Zip: 34667
Submitted Via: Web
Date Sent: 2022-02-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A