Date Received: 2021-10-06
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: As a first time homebuyer, I am frustrated with my experience applying for a mortgage through Citizens Bank. From the date I placed an offer on a townhome I had one month until closing on XX/XX/XXXX. I was informed by the loan officer, XXXX XXXX that I did not require a home appraisal. At no point was I informed that the appraisal waiver could later be denied, for reasons outside of my control. Due to the lender not having a documented unit # associated with the address until it was submitted to underwriting, I was informed I no longer qualified for an appraisal waiver, 11 days before closing. Had I been informed that this could happen, even if it was not expected, I would have asked for an appraisal from the very start knowing that it takes weeks to be completed, and there was no room for delay in order to close on XX/XX/XXXX. The majority of communication with my loan officer after that shifted to texting. I felt that direct verbal communication was being avoided, despite it being my right to ask questions especially as a first time borrower and buyer. Days went by where I did not receive any phone calls and I had to request to be contacted for updates. I reached out to upper management because I did not feel I was being supported. When I finally received a call the evening of XX/XX/XXXX, I asked multiple times why there wasnt an option to have requested an appraisal from the very start to avoid having to request a rush appraisal suddenly, but never got a direct answer. I felt there were unprofessional statements made, Im not laughing at you ... this is a nervous laugh and You can call whoever you want, it wont make a difference. This would make anyone feel insecure who is supposed to entrust a lender with a major financial investment, and only bolstered my decision to withdraw my mortgage application. I would feel differently if they communicated regularly as promised and were more supportive overall. I also didn't feel I should have been expected to cover the cost of a rush appraisal when I was not at fault. I initially wrote this complaint when I was not refunded the initial appraisal fee of {$580.00} ( the appraisal never got scheduled ). However I have at least now been credited that amount. I had to close without a mortgage, but nonetheless I still feel as a customer banking with them for about 8 years, my needs were disregarded and hope other first time home buyers are treated better.
Company Response:
State: PA
Zip: 17111
Submitted Via: Web
Date Sent: 2021-10-07
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-10-06
Issue: Improper use of your report
Subissue: Credit inquiries on your report that you don't recognize
Consumer Complaint: I have five unauthorized hard inquiries on my credit report. I tried calling the companies directly who told me to call XXXX which directed me here. The dates are all from XX/XX/2020. Please help me proceed.
Company Response:
State: FL
Zip: 32526
Submitted Via: Web
Date Sent: 2021-10-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-10-06
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: I am trying to close on the sale of my property, and there is an outstanding lien against the property. The HELOC in question was satisfied several years ago, but the satisfaction letter the bank sent to the county references the incorrect loan. Closing is scheduled for tomorrow XXXX so I doubt anything will get resolved today. But as it stands, I am just a name on their list of many requests to satisfy and I have been for over a week. I have done my own research with the County and the records are attached. Satisfaction letter ( instrument XXXX ) references a loan that was originally recorded as instrument # XXXX which does not belong to me.
Company Response:
State: PA
Zip: 175XX
Submitted Via: Web
Date Sent: 2021-10-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-10-06
Issue: Problem caused by your funds being low
Subissue: Overdrafts and overdraft fees
Consumer Complaint: I was charged {$250.00} in overdraft fees on XX/XX/2021 that have no correlation to an actual overdraft. Citizens Bank reorders transactions behind the scenes in the most underhanded, cynical way possible to artificially create microsecond overdrafts and then charges you obscene fees for these artificial overdrafts it has created. All throughout the day of XX/XX/2021, my account balance was positive. And on XX/XX/2021, my account balance was also positive. But according to Citizens Bank 's 'eNotice ', there was some abstract moment of time between days where its systems reordered all my transactions with all debits first and all credits last so that it could artificially create a negative balance. I've tried to talk to Citizens Bank customer service reps and they can't do anything. I don't fault them, they're all forced into this as part of their job and at the mercy of the computer system. But they couldn't do anything for me even though they understood my complaint.
Company Response:
State: PA
Zip: 152XX
Submitted Via: Web
Date Sent: 2021-10-06
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-10-05
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: On XX/XX/XXXX I applied for a HELOC. During the second day of processing I was asked why my pay check stubs went to a different address? I stated I lived in an apartment. At that point, I was put on hold and no one ever came back to the phone. The next day I received an email from a processor stating to provide a ton of personal information needed to process the loan. I responded with some of the information, but wrote about what happened the following day. I then said, before I go further, is there an issue with me living at a different address? She responded " It might be '', or something to that affect. Now, I'm concerned, because they have pulled my credit report and I know inquiries count against you. I asked her to confirm, before I send all this information, so as not to waste my time any further. We went back and forth, then she said I would be denied because I don't live on the property and she will notify underwriting to withdraw my application- that dry and that blunt. I asked if there were any other options? While waiting for a response - I asked if I could have the managers contact information. She responded with the Managers name " XXXX XXXX '' and stated she would not give me his number but he would call me. If I want to know more about loan options, to stop in at one of the local branches. I'm still waiting to touch bases with XXXX. This bank pulled my credit with out confirming what appears to be very important information if you are applying for a HELOC and denied me with no conversation or options for me. My credit score is around XXXX. I have never been late on my mortgage or loans in 20+ years. I believe an exception could have been made If I could have spoken with someone. And, If not explain why. I feel used and discarded.
Company Response:
State: MI
Zip: 48375
Submitted Via: Web
Date Sent: 2021-10-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-10-05
Issue: Problem with a lender or other company charging your account
Subissue: Can't stop withdrawals from your account
Consumer Complaint: XXXX reported an inquiry on my credit report by Citizens One Bank on XX/XX/2021. On XX/XX/2021, XXXX notified me that I had purchased 2 XXXX units and charged my Cizens One Bank credit card for those purchases totaling almost {$1000.00}. I called XXXX and they canceled the orders. I called Citizens One Bank and the fraud department said they opened a fraud case # XXXX and gave me the fraud department phone number XXXX. I've called them 4 times, and it says to leave a message, but no one calls back. I received an email from Citizens One Bank welcoming me to my Mastercard account # XXXX, and asked me to set up my account, which I didn't. I reported this fraud to XXXX and they put an alert on the 3 credit reporting sites. The address they noted was my previous address.
Company Response:
State: AZ
Zip: 85296
Submitted Via: Web
Date Sent: 2021-10-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-10-05
Issue: Managing the loan or lease
Subissue: Billing problem
Consumer Complaint: I moved from XXXX to XXXX XXXX and I'm trying to register my car in XXXX XXXX I contacted Citizen 's bank yesterday, XX/XX/2021 and was told to email in the form and wait 3-5 weeks for a reply. I emailed them the form today, XX/XX/2021. 3-5 weeks? Seriously? I understand that COVID has caused some delays, but 3-5 weeks for a form to be processed? Citizens Bank set up my autopay immediately and takes the money out of my account every month on time. If i was applying for a new car loan - something that would make them a profit - I'm sure it would be processed immediately. But I need a little service and I'm told to wait 3-5 weeks. That's not okay. My account number on this loan is XXXX.
Company Response:
State: NJ
Zip: 08075
Submitted Via: Web
Date Sent: 2021-10-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-10-04
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: I. The month of XXXX I reached out to citizens bank to let them know I would be trading in my vehicle for a new one sometime during the middle of the month. On XX/XX/XXXX I actually traded in the vehicle and called them for the pay off and the pro rate amount. I also told the gentleman on the phone that I was trading in the XXXX XXXX 2017 he told me congratulations. About a week later I started receiving phone calls that I had late payments from citizens bank and I called their phone number spoke to a manager and they noted the account. Today I woke of to my credit score dropping 100 points I was so upset because I was transparent about the whole issue. I called XXXX XXXX and they told me the pay off was good till the XXXX of XXXX and didn't know why they did that and they actually tracked the check that was sent out on XX/XX/XXXX and told me it was arriving today. This is not how a company should handle things when myself and XXXX XXXX XXXX have told them this information. When I spoke to them they said they would back date and remove the charges and take care of the situation.
Company Response:
State: FL
Zip: 32819
Submitted Via: Web
Date Sent: 2021-10-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-10-04
Issue: Problem with customer service
Subissue:
Consumer Complaint: Plaintiff : XXXX XXXX XXXX XXXX XXXX Defendant : Citizens Bank Citizens Bank ( XXXX XXXX XXXX ) XXXX XXXX XXXX XXXX, Pa. XXXX XXXX XXXX Branch Manager AVP XXXX XXXX XX/XX/XXXX, Plaintiff had three separate cashiers checks drawn from their XXXX account. 1. ) {$17000.00} Sequence : XXXX and Serial # XXXX made to XXXX XXXX XXXX ( Citizen Bank customer ) 2. ) {$20000.00} Sequence : XXXX and Serial # XXXX ( addressed to XXXX XXXX XXXX ) 3. ) {$20000.00} Sequence : XXXX and Serial # XXXX ( addressed to XXXX XXXX XXXX ) Total : {$57000.00} Checks were deposited on XX/XX/XXXX and funds were paid on XX/XX/XXXX. ( I can not file a Declaration of Loss -because the funds have been paid. ) Citizen 's Bank has been holding on to the funds since XX/XX/XXXX. XXXX XXXX kept inquiring about the funds and why they have not been deposited in her account. She was told by Citizen 's bank representative ( multiple times ) that my bank XXXX needed to call and confirm funds were in the account. Which was not necessary because they were cashier 's checks. ****A cashier 's check ( or cashier 's cheque, cashier 's order ) is a check guaranteed by a bank, drawn on the bank 's own funds and signed by a cashier. Cashier 's checks are treated as guaranteed funds because the bank, rather than the purchaser, is responsible for paying the amount. They are commonly required for real estate and brokerage transactions. ***XXXX XXXX The funds were paid on XXXX XXXX XXXX. XXXX XXXX Security Representative, XXXX, called for my permission to release the checks. ( 7 business days ) I gave her permission. The following day. Mrs. XXXX returned to Citizens Bank knowing XXXX had called and told them to release the funds. They used that same excuse for 6 weeks. ( It is currently 9 weeks and they still have possession of the funds ) Mrs. XXXX received a letter from Citizens Bank stating they were closing her account on XX/XX/XXXX with no explanation. On XX/XX/XXXX I called Citizens bank and again they said they were currently waiting for my bank to call and release the funds. I believe Citizen 's bank has been providing misleading information to Mrs. XXXX ' and to myself. I accuse Citizen 's Bank of breaking this specific law Expedited Funds Availability Act or Regulation CC. Regulation CC ( 12 CFR 229 ), as amended, implements two lawsthe Expedited Funds Availability Act ( EFA Act ), which was enacted in XX/XX/XXXX and became effective in XX/XX/XXXX, and the Check Clearing for the 21st Century Act ( Check 21 ), which was enacted in XX/XX/XXXX and became effective on XX/XX/XXXX. The regulation sets forth the requirements that depositary institutions ( banks ) make funds deposited into transaction accounts available according to specified time schedules and that they disclose their funds availability policies to their customers. It also establishes rules designed to speed the collection and return of checks and electronic checks and describes requirements that affect banks that create or receive substitute checks, including requirements related to consumer disclosures and expedited recredit procedures. Regulation CC contains four subparts. The first three implement the EFA Act, and the fourth implements Check 21 **WWW.FDIC.GOV I flew to XXXX on Thursday, XX/XX/XXXX, and visited this branch on Friday, XXXX XXXXspoke to the Acting Manager Ms. XXXX XXXX XXXX She could not tell me or the Head Account Supervisor for XXXX XXXX why the funds could not be released to me saying that Supervisor XXXX is not high enough to be spoken to ( I didnt think we were a Monarchy ). XXXX created case # XXXX with XXXX. I had asked Ms.XXXX to release the funds -- that I am giving her permission and she said she needed they bank to tell her and XXXX Account Supervisor told her to release the funds they have been paid as of XX/XX/XXXX. Mrs. XXXX told me the funds would be sent to Ms. XXXX and would be sent with tracking information. I asked if I could receive the tracking information since they are my funds she said most definitely. On Tuesday, XX/XX/XXXX th I called to speak to the Branch Manager, XXXX XXXX, he told me the account was closed and the cashier 's checks were sent to the client. Mr. XXXX told me " the funds had been sent to the client and the account is closed, '' I asked when did they send the funds?, he repeated I need to " take it up with the client. I immediately called Ms. XXXX to confirm if she had received the funds and she said no. Ten minutes later she call the Branch Manager, XXXX XXXX who told her that Citizens still has hold of the funds. Ms. XXXX ' immediately called me and told me what the Branch Manager said. I called him immediately and he denied ever saying the funds were sent back to the customer. He denied everything. Now, it has been 9 weeks since those funds have been withdrawn and held in Citizens Bank 's hands. Mrs. XXXX nor myself, has not received any written communication in regards to why the funds are being held and for how long. Now up to 2 weeks ago we were each told because my bank has not called back saying to release the funds -- when they had been told to release the funds on XX/XX/XXXX. I was going to buy a piece of property but I have lost that opportunity. I am about to be homeless in a few days because of this matter and I have no income due to all this mess caused by Citizen 's bank. XXXX XXXX XXXX : XXXX XXXX XXXX : XXXX ( case # XXXX ) XXXX Supervisor Acct Services My information : XXXX XXXX XXXX XXXX XXXX XXXX
Company Response:
State: CA
Zip: 94536
Submitted Via: Web
Date Sent: 2021-10-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-10-03
Issue: Other transaction problem
Subissue:
Consumer Complaint: Please tell me all deposits with my name on it that was canceled or refused sent back or anything at Citizens Bank XXXX XXXX XXXX XXXX CT. XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, XXXX XXXX XXXX email XXXX XXXX Subpart B : Funds Transfers through Fedwire Section 210.25 Authority, purpose, and scope Subpart B sets forth rules governing funds transfers through Fedwire. This section provides that Reserve Banks issue circulars governing the details of its funds-transfer operations. Sectio n 210.26 Definitions Defines key terms used in subpart B. Section 210.27 Reliance on identifying number States that a Reserve Bank may rely on the number in a payment order identifying the intermediary bank, the beneficiary 's bank, or the beneficiary. Section 210.28 Agreement of sender Provides that a sender authorizes a Reserve Bank to obtain payment for the sender 's payment orders by debiting the sender 's account. Also describes procedures dealing with overdrafts. Section 210.29 Agreement of receiving bank Provides that a receiving bank receives payment from a Reserve Bank for a payment order through a credit in its account with the Reserve Bank. Also describes some of the responsibilities of off-line banks that serve as intermediaries. Section 210.30 Payment orders Describes procedures for the handling of payment orders by Reserve Banks as they relate to the acceptance or rejection of payment orders, the selection of intermediary banks, and the timing of execution. Section 210.31 Payment by a Federal Reserve Bank to a receiving bank or beneficiary Provides details regarding the timing of payments by Reserve Banks to receiving banks and beneficiaries. Section 210.32 Federal Reserve Bank liability ; payment of interest Limits the liability of a Reserve Bank in handling a payment order. Also describes the procedures by which a Reserve Bank can pay interest as it relates to fund transfers under the Uniform Commercial Code. Appendix A Commentary Appendix B Article 4A, Funds transfers
Company Response:
State: CT
Zip: 06340
Submitted Via: Web
Date Sent: 2021-10-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A