Date Received: 2021-10-03
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I have been reporting Citizens Home Loans and Citizens One with the only outcome being that they amp up their erroneous reports to the Credit Reporting Agencies ( CRAs ) as if punishing me for reporting them to the CFPB! This has been going on since I noticed on XX/XX/XXXX, and most recently, I saw {$1100.00} stolen from my federal credit union checking account and reported it to XXXX, who investigated and saw that it was unauthorized n &, my account was credited & I reissued it on XX/XX/XXXX, but Citizens reported me to the CRAs for non-payment there cashed the check XX/XX/XXXX, and cashed another on XX/XX/XXXX, for XXXX 's payment yet i get daily calls and letters that they did not get the. payment I was harassed daily by Citizens saying they had not received XXXX 's nor XXXX 's payments when they cashed both! They are stalling, It seems because a month ago I became fearful of foreclosure due to a warning! I called XXXX XXXX XXXX XXXX and their paralegal, XXXX, told me what I knew..the refinanced mortgage I got in XXXX has been paid since XXXX! I paid 4 - 6 times in additional principal so that it would be paid on or before XXXX! I paid extra principal payments for XXXX.mortgage that was paid in half the time, without penalty,! And, since they call, then transfer me, then the person I'm transferred to says it is out of their scope &, escalates my issue, ultimately, starting over saying I owe and I am in error! I get another letter saying they have JUST been made aware .. & around &, around we go!!! Mean! while I pay $ XXXX for three ( 3 ) years beyond what i owe!! Citizens bombard me with paperwork /documents saying I am wrong and that the mortgage was for {$120000.00} in XXXX when it was for {$74000.00} in XXXX! ( 2 years before the birth of my granddaughter )! Plus, Citizens would not have given me that $ XXXX in XXXX as due to identity theft, my credit score was XXXX! I The paralegal, XXXX XXXX from XXXX XXXX XXXX XXXX could immediately see forged signatures plus Citizens would not have given me ( I DID NOT TAKE ANY OTHER LOANS since XXXX ) they were forgeries! Citizens Is going in circles while I am still paying a mortgage for years and I want it corrected and marked paid in full!! I faxed, but they would not answer, proof of numerous errors they have made while people from Office of the Chairman swore there was an investigation done yet ultimately they did not and corrected error after error as nor but I am paying three ( 3 ) additional years. & a XXXX XXXX XXXX XXXX not trying to con a bank as they are implying or whatever... it is an error on citizens ' part and i should not have to wait until they solve their error to get vindicated! With other companies, such as XXXX, XXXX, XXXX XXXX, while investigating, I do not have to pay until the investigation is complete! They ALWAYS FIND IN MY FAVOR! Citizens stated that I am NOT an identity theft victim when every major banking institution sees that I am one and they credit my accounts accordingly! They do not get my emails with evidence nor my Fax also evidence of their errors and I have incurred way too much cost and time already! Citizens has me buying my house in XXXX of XXXX when I bought it n XX/XX/XXXX! Their errors are excessive, & I have been disputing them, trying to send proof ... &, this is ridiculous! They don't accept my FAX nor emails which I saved the receipts for both! I will send upon request as I do not know how to send l... but I will attempt to... I am sending their letters of a mortgage XXXX which is NOT MINE and also letters stating they did not receive XX/XX/XXXX and statements from my credit. union showing i did and also a printout from the same credit union showing duplict34e payments in XXXX. Citizens, last XX/XX/XXXX, put me in contact with XXXX from the office of Chairman who swore I did not pay on the XXXX of XXXX as fraudulent investigation proved that the representative said would be applied to XXXX 's mortgage but their investigation proved wrong AGAIN when I sent them proof, attached, their statements to me which proves me right ... that they received the payments plus an unauthorized withdrawal by them on the XXXX of XX/XX/XXXX - examples of evidence that their investigations are fraudulent as aforementioned!
Company Response:
State: PA
Zip: 19128
Submitted Via: Web
Date Sent: 2021-10-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-10-04
Issue: Opening an account
Subissue: Account opened as a result of fraud
Consumer Complaint: I received a financial statement in the mail from Citizens One. I do not have an account with citizens one. The financial statement at the top says XXXX XXXX XXXX Purchased at XXXX XXXX. There are two transaction on the statement, on for XXXX and one for XXXX. The last four digits on the account are XXXX. I tried to call citizens one yesterday and they asked for my 16 digit account number. I don't know the 16 digit account number because I never opened the account to begin with.
Company Response:
State: PA
Zip: 19063
Submitted Via: Web
Date Sent: 2021-10-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-10-01
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: This started in 2017. My father and I were doing just fine making the payments on yhe house and then my father was injured and ending up in the hospital and ended up passing away. I then started speaking with XXXX XXXX XXXX in regards to assuming and modification of the mortgage on my fathers house. So I filled out the application they had sent me and and sent them all the documents at the time they requested. This process continued to go on every month almost with them until Citizens bought them out. I now have been doing the same exact process with them, filing the application, sending them documents and then them saying they don't have everything and sending them the same documents I had already sent. This has happened pretty much every month because they end up stating they didn't receive all the documents and they close my file out and require me to go through the whole process again. I ended up getting another company involved that I have paid to help me to see if I would get anywhere that way but they have continued to do the exact same thing. Its to the point where it is getting absolutely ridiculous. Half the time one department has no idea what the other department is doing or has or doesn't have. Also, at the beginning of this process in 2017, I had requested a payout to bring the mortgage current and contacted them to see if they would work with me on the amount. Well the gentlemen I spoke to told me I had to contact the attorney and they could do that. I contacted the attorney numerous times with no call back and then finally reached them and was told the mortgage company was who I needed to speak to. So I was passed back and forth numerous times. Then found out from XXXX XXXX with the VA that neither one has that authority only the VA can decide that. So they wasted almost 2 months of time on my file giving me wrong information.. So needless to say with both of these companies, XXXX XXXX XXXX and now Citizens I have been giving the same exact treatment and put through the same stuff each and every month. When they were staying that they hadn't received documents we resorted to mailing them certified with return receipt requested and they were signed for and still they stated they had not received them. So, I am asking that this mortgage be allowed to be assumed and modified by me and to quit being put through a bunch of unnecessary XXXX. Also, I would like a formal apology from Citizens.
Company Response:
State: WY
Zip: 82070
Submitted Via: Web
Date Sent: 2021-10-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-10-01
Issue: Other transaction problem
Subissue:
Consumer Complaint: This is pertaining to a beneficiary services request to liquidate my mother 's investment account # XXXX where I have been appointed as the Executor of her Estate. I first attempted to contact her Financial Advisor XXXX XXXX, on XX/XX/2021 where I submitted the required documentation to liquidate and release her assets. I was told to submit the " short for '' proving and attesting to the fact that I had been designated as the Executor of my mother 's estate. On XX/XX/2021 I received confirmation via email of receipt and was told he would " get right on it ''. On XX/XX/2021 I requested an update and received no response On XX/XX/2021 I requested an update and received no response. With no response from XXXX XXXX, I found his cell phone number and in the middle of XX/XX/2021, I called him where he informed me that he was no longer with XXXX XXXX XXXX. He gave me a general phone number to call to restart the process. COMPLAINT # 1 - XXXX XXXX did not transfer responsibility nor monitor email from me to continue on with process of liquidation and transfer of the assets. The middle of XX/XX/2021 I called the number provided by XXXX XXXX and was told that I needed to fill out an Inherited Account Form and that the following steps needed to be followed 1. Fax the death certificate, short form and a letter identifying the account, that my mother had passed, include my name and address and request the necessary documents to liquidate my mother 's assets and have them transferred to her estate account. 2. Fill out the Inherited account form, provide the tax id number for her estate account, provide a picture of my drivers license and have my signature guaranteed 3. Mail all of this documentation to XXXX XXXX and it would take them 2 weeks to transfer the assets After 30 days, after faxing the requested info, I had not received the Inherited Account Form and on XX/XX/2021 called the number provided and was told that they could email the forms to me. COMPLAINT # 2 - I was given incorrect or misleading information as to how I could receive the documents to file. On XX/XX/2021 I mailed the Inherited Account Form, Signature guarantee ( through Citizens Bank ), my drivers license and a copy of a voided check to my mother 's estate account established at XXXX XXXX XXXX. Prior to mailing the above, I again called the provide number, spoke with a representative walking through everything I had to make sure everything was completed per instructions and to confirm the documentation was complete. After receiving no update, I called XXXX XXXX back the middle of XXXX, 2021 and was told the reason the transaction was not moving forward was because a I was missing another form that needed to be notarized called an Affidavit of Domicile COMPLAINT # XXXX- Why was this not included in the original packet of information that I requested from XXXX XXXX to release my mother 's assets even after multiple inquiries to confirm what was required. On XX/XX/2021 a letter was drafted to me from XXXX XXXX XXXX saying that not only did I need the Affidavit of Domicile but that I needed to provide a signature guarantee on the original Inherited Account Form. The original document that they provided a copy of clearly shows the Signature Guarantee was already provided and in fact completed by Citizens Bank. COMPLAINT # 4 - They don't even read the documentation that has been provided and is requesting documentation that has already been provided. It appears as if this is an attempt by XXXX XXXX to delay the liquidation and transfer of my mother 's assets and a clear violation of my rights as a consumer. In addition, XXXX XXXX is denying my XXXX year old father the much needed access to these funds and impacting the quality of his life. I have provided information over and over as they requested and it appears as if they continue to impose more requirements and restrictions as the process drags on. I am attaching all the documentation and dates for reference.
Company Response:
State: MA
Zip: 02043
Submitted Via: Web
Date Sent: 2021-10-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-09-30
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: Hello my name is XXXX XXXX and I have student loans with citizens bank and I pay through XXXX. I was on time with my payments until the past couple of months, I ran into a problem with this because I went to go down and refinance my student loans with citizens. I was told everything was handled and I even signed the things I was supposed to. I told them hey lets get everything out of the way signing wise so I dont have to go back and the worker said okay. I was told in XXXX my payments were going to be XXXX a month they have never been XXXX its still at the regular XXXX. So with this I was paying the wrong amount thinking it was the right amount which made me late in my payments to the point to wear its hard for me to pay. Im just looking to be reimbursed for my troubles with this company one and for all I would refinance to another company but my credit is shot because of this whole situation as well.
Company Response:
State: CT
Zip: 06514
Submitted Via: Web
Date Sent: 2021-09-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-09-30
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: In XXXX of XXXX my property at XXXX XXXX XXXX, XXXX, MA was refinanced with Citizens Bank for a traditional mortgage in the amount of {$86000.00}. At the time I had two loans with Citizens, a home equity loan and a home equity line of credit. Both were paid off at the closing on XXXX XXXX, 2012. In the process of applying for a new home equity line of credit with a local bank a title search was done. The title search shows that two loans ( one home equity loan and one home equity line of credit ) which were paid of in XX/XX/XXXX were never discharged by Citizens Bank. This has created a delay in the process of obtaining a new home equity line of credit and is impacting my family because part of the new home equity loan was meant to be gifted to a family member to use as a down payment on the purchase of a new home. Because of this issue everything is on hold at this time. I found out about this problem on Tuesday, XX/XX/XXXX, and I have since reached out to Citizens Bank multiple times. I have spoken with several people. I met with the local branch manager ( Greenfield, XXXX ) who helped as much as she could. My issue has been " escalated '' and I am supposed to hear from someone in the next few days, but I am running out of time. This needs to be resolved quickly. I have two reference numbers that might be helpful - a case # XXXX and a Customer Care ID XXXX. I can be reached at XXXX or through email at XXXX.
Company Response:
State: MA
Zip: 013XX
Submitted Via: Web
Date Sent: 2021-10-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-09-30
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My mortgage Forbearance is due to expire TODAY. I have been trying to find out from Citizens Bank what I need to do to start making my payments again for over a month. Their process is unlike any other banks ' process that I am familiar with ( I have rental property mortgages with other banks ) ; they are asking for tax forms and other documentation not required by the other banks. Furthermore when trying to understand their requirements the only people I can talk to are in another country, difficult to understand and the telephone connection is ALWAYS poor. I spoke to three different reps this morning who I could not understand. The customer service dept at citizens bank is unreachable. I have complained to a local brand manager who also could not understand the requirements, and has filed a complaint with citizens on my behalf. I have still not been contacted by anyone! I made the XXXX mortgage payment, though I am not confident it will credited properly and still have no idea how to get out of the forbearance program! The attached form indicates the documentation required by Citizens. NO OTHER bank required this to end the forbearance program I was on. I don't want to request loan modification and can't pay back the total due to come out of forbearance. I SIMPLY WANT TO ADD THE TOTAL DUE ( {$19000.00} ) TO THE END OF THE LOAN IN A NON INTEREST BEARING ACCOUNT ... JUST LIKE I HAVE DONE WITH MY OTHER MORTGAGES. Citizens Bank has made this process impossible!
Company Response:
State: PA
Zip: 19403
Submitted Via: Web
Date Sent: 2021-09-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-09-29
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: In XXXX of XXXX I took out a Home Equity Line Of Credit at Citizen 's Bank for {$130000.00}. I was never told by anyone at this bank that the loan would be interest only for the first 10 years. If I was told that upfront then I never would have accepted that loan. I was also told that I had a interest rate of 4.9 %. I was never told it was a variable rate and would go up as the economy got better. My interest rate went as high as 7.25 and I was paying {$920.00} a month interest only. In 10 years of interest only payments I have paid out near {$80000.00} and I still owe the {$130000.00} that I borrowed in XXXX. I live on SSI income of {$1700.00} a month and that is the only income I have as my wife passed away in XXXX. With the monthly payment and my property taxes of {$420.00} that amount takes all of my SSI Income. Now after 10 years of paying all that money in interest charges. Citizens Bank wants me to pay {$1400.00} a month for 15 years plus my property taxes of {$420.00} a month. That is more than I recieve each month from my SSI income and leaves me with no money to pay the rest of my bills. I have tried at least 4 times and pleaded with the bank to refinance for a more affordable monthly payment so I can remain in my home and not have to give it up. Citizens bank keeps turning me down for debt to income ratio. I even begged them to do a 30 year and make the payment around {$650.00} to {$700.00} a month which is what I could afford. The bank tells me that it is out of their guidelines. I was told by a few banks that what they did to me with this loan and by not telling me from the beginning that this was an interest only loan and that pricipal and interest payments would start after 10 years. Citizens Bank has also done this to a few of my friends as well. So it must be a common practice to rip off their clients. I believe someone should look into this and see if what they are doing is illegal. I also found out laterthat this branch of Citizens Bank was a training branch. There was never anyone supervising these loan officers while they were using me as a trainee for this bank was learning the ropes of banking and loans. I am asking you if there is anything that can be done to help keep me in my home until I die. I am too old to move this late in life at almost XXXX years old and I have nowhere to go. I also can't seem to get an answer as to what my mothly mortgage payment is. I talk to so many different people that they have working there. A few of them have told me my mortgage payment is only {$820.00} a month. If that is so then why are they charging me {$1400.00} a month. Because I can't afford this payment the bank has put me in a forbearance plan. After this forebearance plan is up on XX/XX/XXXX. I then have to bay back all the money I did not pay on the loan for a period of 6 months. From XX/XX/XXXX til XX/XX/XXXX. Now they are telling me to try for a refinance or loss mitigation for a loan modification. They have already turned me down numerous times for the same thing. My monthly income has not changed and they keep telling me that my debt to income ratio is out of their guidelines. I am XXXX years old and I have no place to go and no savings in the bank. I already paid to them over {$80000.00} in interest only and I stll owe what I borrowed 10 years ago which is {$130000.00} or more now with interest and forbearance payments being put on the back of the loan. I am asking for you to investigate this bank to see if what they did to me and a few of my friends is even legal. All I wan na do is to be able to stay in my home til I die. I am too old to move all that I have from 45 years of living at my home. If I was told when I was applying for this loan. That it would be an interest only loan at 4.9 % with a variable rate for the first 10 years and still owe what I borrowed 10 years ago. Then when principle and interest kicked in. I would be paying {$1400.00} a month for the loan. I would have walked away and refused the loan. I was under the understanding from the loan officer at the bank that this was a 30 year loan at a 4.99 % interest rate with a payment of {$590.00} a month. The loan officer never gave me any paperwork and I never received any paperwork from Citizens Bank in the mail either. When I went back and asked for paperwork once I saw my loan was going up and my amount I borrowed was staying the same. The Bank told me they would charge me some ridiculous amount since there were so many pages. Even thought it was their fault I never received any loan paperwork from the beginning. I found out later that this bank was the training center. So I was the Guinea pig for these trainees and there was no one there helping them to make sure what they were doing was right. Thank You, XXXX XXXX XXXX XXXX
Company Response:
State: NJ
Zip: XXXXX
Submitted Via: Web
Date Sent: 2021-10-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-09-29
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: We have a current mortgage with Citizens One Bank at a 4.5 % interest rate. We applied on XX/XX/XXXX to refinance directly with them. We have provided all documents and signatures timely. We have exceptional credit rating and we are only asking for a fraction of the homes value at a lower interest rate of 2.5 %. An appraisal was done on XX/XX/XXXX and paid for by us. The process finally went to underwriting on XX/XX/XXXX and we were told it would close in about 7 business days. It is difficult to talk or communicate to the loan processer. We have emails go unanswered for days or weeks and keep getting told we are close to closing. Finally as we approach the 5 month mark without being contacted by the banks " closer '', we have asked to terminate the process and have the appraisal that we paid for be transferred to our new lender, who in 3 days time has already gotten further along than Citizens One. I was told that Citizens can not transfer the appraisal. I have written to the VP in charge of Home Loans and left two voice messages. We believe that Citizens One deliberately delayed the process to keep getting interest at the higher rate. We are seeking to be reimbursed for the appraisal costs that we paid for, since they won't transfer it. I can provide correspondence, copies of emails, and timelines showing their lack of motivation to complete the re-finance process. I estimate, that if we would have closed in a reasonable timeframe 45-60 days, we have paid approximately {$1000.00} more in interest and another {$890.00} for an appraisal that they won't transfer.
Company Response:
State: ID
Zip: 838XX
Submitted Via: Web
Date Sent: 2021-09-29
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-09-29
Issue: Communication tactics
Subissue: You told them to stop contacting you, but they keep trying
Consumer Complaint: I was contacted today by Citizens Bank. I have never done business with them, they have no business calling me to ask about a relatives contact information. I was called by XXXX at XXXX. Please advise me of the next step.
Company Response:
State: MD
Zip: 219XX
Submitted Via: Web
Date Sent: 2021-09-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A