Date Received: 2021-09-21
Issue: Trouble during payment process
Subissue:
Consumer Complaint: In XXXX of XXXX, when Covid-19 first hit, my husband and I were worried that his XXXX ( he is a XXXX XXXX XXXX ) would be negatively affected. As a precautionary measure, we decided to enter into a mortgage forbearance plan with our bank/mortgage holder Citizens Bank/CitizensOne . It was our understanding that this was a 3-month forbearance plan, and we were comfortable with that. Luckily, the pandemic did NOT negatively affect my husband 's business and by the end of the second month we contacted CitizensOne to let them know that we no longer needed to be in the program. At that time we were told that our forbearance had automatically been extended until the end of XX/XX/XXXX. Since we knew that the missed mortgage payments would be tacked onto the end of the loan once the forbearance was over, and because we knew that with the rates going down we would be refinancing eventually, we figured that the additional 3-month forbearance was acceptable. In XXXX, I contacted CitizensOne to ask our next step. I was told that we needed to be approved for the deferment of the missed payments, and so we went ahead with that approval process. In addition, they informed me that their system was so backed up because of so many forbearance plans due to Covid, that they had once again automatically extended our forbearance an additional 3 months. We were not happy about this, but were told that we could start making payments again starting with our XX/XX/XXXX mortgage payment. At that time we were told that our first two monthly payments ( XXXX and XXXX ) would need to be called in rather than submitted online like we had done in the past. In XXXX we got a letter that our deferment request had been approved. XX/XX/XXXX I called and made a mortgage payment over the phone. I continued to do this every month from XXXX through to the current date. Each time I was told that our mortgage forbearance was still in place because their system was so backed up. We would explain each and every time we spoke with them that we have been trying to end this forbearance for over a year, and each time we are told that a 3-month extension has been put in place. ( While we understand the extension is intended to protect us so that we aren't appearing to default on the mortgage, we do not want or need that extension. We want to pay our mortgage monthly, and we wanted to be able to do that starting in XX/XX/XXXX. ) Finally, in XXXX, we had had enough. We decided to refinance the mortgage with another company. During our refinance process we needed documentation from CitizensOne regarding our payments since XX/XX/XXXX. The documentation ( which I will attach ) shows clearly that we have been making, and they have been receiving, our mortgage payments once a month since XX/XX/XXXX, and even though they continually told us that the forbearance SHOULD be over, and our payments SHOULD have been applied as intended, they have not been. Our money has been going into an " other '' account. They call it a " suspense '' account. The principle has not been going down at all. Each and every phone call results in the person telling us that they will email the management team to try to expedite the process to finally end the forbearance plan. Each time we are told that it will take 3-4 weeks. This last time we spoke ( on Monday, XX/XX/XXXX ) we were told once again that our forbearance was set to officially end on XX/XX/XXXX, and that she would send an email to management to speed that along ... which would take 3-4 weeks. I have no confidence that the forbearance plan will end on XX/XX/XXXX, as we have been being promised this every 3 months for a year. We don't know what to do at this point. We've asked to speak to supervisors, anyone who can help us further, but were told that they could put a message in for a supervisor to call us back, but that no one was going to call.
Company Response:
State: MA
Zip: 020XX
Submitted Via: Web
Date Sent: 2021-10-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-09-21
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: So in XX/XX/XXXX I requested a payoff amount for my vehicle and when It was given to me, I paid it. I was told by citizen one that its been paid in full and that they will send the title via mail. A couple months later I havent received the title so I called and come to find out the address they sent it to was not the current one so we then proceeded to change it to the current one. In XX/XX/XXXX I still have not received the title and on top of that received a delinquent notice on my credit report. I did some research and found that the delinquency was from citizens one. When I called in I was told that they gave me the wrong pay off amount and that there was a {$17.00} balance that they have been trying to collect. I didnt receive any mail from them because again they had an old address even after I tried changing it the last time I spoke with them. So the supervisor said if I paid the {$17.00} and some late fees that they will fix the delinquency on my credit because it was their fault they gave me the wrong payoff amount and that they didnt change my address when I last spoke with them. A few weeks after that phone call I received a signed document that allowed me to request a duplicate title from the XXXX. Fast forward to XXXX I checked my credit report and I see that the delinquent reports from citizen one is still there. I called in on XX/XX/XXXX to see what was going on and they told me they dont know and that because the account was closed they dont have any notes on the account.
Company Response:
State: FL
Zip: 32824
Submitted Via: Web
Date Sent: 2021-09-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-09-20
Issue: Getting a loan
Subissue: Problem with the interest rate
Consumer Complaint: The lender advertised a loyalty discount during the process- but doesn't disclose this discount on any of the final disclosures. This makes it impossible to see if it has been factored into the loan. After speaking with the representative - I was told this is included when you choose your loan and doesn't show up in any of your paperwork- but it can be seen on their side. I applied for a loan thinking I was getting another .25 % interest rate reduction and was mislead.
Company Response:
State: TX
Zip: 760XX
Submitted Via: Web
Date Sent: 2021-09-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-09-19
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I bought my house @ XXXX XXXX XXXX, XXXX, PA on XX/XX/XXXX, and in XXXX, I took a Home Equity Line of Credit ( HELOC ) By XXXX, I forgot I had the HELOC. I went in Citizens Bank at XXXX XXXX XXXX XXXX XXXX, XXXX, PA XXXX &, I saw my checking account, the HELOC account &, another checking account I thought closed by the senior representative, XXXX , a decade ago! s I filed a complaint with the CFPB and received knee-high statements used in a bizarre manner yet no one contacted me!? The HELOC was used in a bizarre manner and the account XXXX XXXX me charged fees if I ever used the HELOC to make transfers when, in fact, there are no fees and he never closed the account! Now I know what money laundering is about & I have been paying since XXXX never knowing it was used because of no statement in 20 years!? Also, I saw that the account he was supposed to have closed remained open and a fraudulent XXXX XXXX check was deposited into the fraudulent account but io knew o made no claims with my homeowner 's insurance & I sat in XXXX XXXX XXXX office for 4 hours, only to learn what I already knew... I had no claim! Citizens used my vulnerability due to the loss of my mother in XXXX to their advantage and forced me to pay for what they know I never used 1. The PERSON FROM THE Office of the Chairman said " ... case closed! '' It is not closed as I am still paying for something I never used &, forgot I had! I also never got a statement! When I asked how I withdrew the money, where it went, they told me it was taken electronically ( how convenient for them as no camera view of person ) &, they couldn't say where it went!? '' I don't have any proof as I never got any statements for over 20 years until I filed a complaint with the CFPB in XXXX Statements show use in a bizarre manner but Citizens One did NOT contact me to check if it was me?. - {$10.00} five times a day or {$20.00} - 5 times/day!? I earned a XXXX XXXX XXXX with a XXXX GPA from a major university &, worked my way through undergraduate school as a XXXX XXXX. only saying because I'm an educated person and this makes NO sense. I never got a statement in 20 years and thought that was because I never used it! t thought banks are where I put my money to be safe! Citizens taught me that banks are NOT where I put my money for its safety!
Company Response:
State: PA
Zip: 19128
Submitted Via: Web
Date Sent: 2021-10-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-09-18
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: The nature of the complaint is based on a failed fiduciary responsibility by Citizen 's Bank ( XXXX XXXX and XXXX XXXX ). Additionally, real estate specialists XXXX XXXX ( XXXX XXXX XXXX XXXX XXXXXXXX ) and XXXX XXXX ( XXXX XXXX XXXX ) in conjunction with the aforementioned financial institutions did not exhibit sufficient professional competency. A gross lack of professional expertise wa s displayed in this faulty real estate transaction between XXXX and XXXX. The property in question is XXXX XXXX XXXX, XXXX XXXX, MI XXXX. I, XXXX XXXX, was adversely effected by excessive delays, unethical practices and manipulation as it relates to the closing date ; this was orchestrated by Citizen 's Bank and the associated real estate agents. Supporting information : I signed a sales contract in XX/XX/XXXX in which I obligated myself to be ready, willing and capable of purchasing the property at XXXX XXXX XXXX, XXXX XXXX MI XXXX. The XXXX family, ( father and son ) also signed the same sales contract obligating themselves to deliver their title interest to me upon my satisfactory completing of my contract ual obligations. XXXX XXXX, representing the XXXX XXXX XXXX XXXX. Of XXXX XXXX XXXX, XXXX, MI XXXX was/is the listing agent. On XX/XX/XXXX, he decided to withdraw from the real estate just before closing, sighting the long delays between responses with XXXX XXXX as his reason for not finishing. In addition to the physical work required to bring the su bject property up to city code, I spent hours, personal resources ( including but not limited to monetary value ) and had the help of many supporters in this real estate transaction which benefited the XXXX family and Citizen 's Bank. The value of the property at XXXX XXXX XXXX XXXX was substantially increased at my expense. I was forced to seek legal assistance, via a mechanical lien, to acquire partial compensation for the energy and money I put into the property. Your investigation into this matter is requested. Thank you for any assistance youre willing to provide.
Company Response:
State: MI
Zip: XXXXX
Submitted Via: Web
Date Sent: 2021-09-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-09-18
Issue: Managing the loan or lease
Subissue: Billing problem
Consumer Complaint: My wife and I purchased a vehicle XXXX of XXXX. We made our first payment in time in XXXX, and then called Citizens Bank ( the loan holder ) to change the due date of our payment from the XXXX of each month to the XXXX of each month. I was assured the change was made, and my next payment wouldnt be due until XX/XX/XXXX. I just made my payment online, and I am still showing a due date of the XXXX and that I have missed a payment. Nobody at Citizens bank will even answer my phone calls. It is a complete scam of a company.
Company Response:
State: AZ
Zip: 85396
Submitted Via: Web
Date Sent: 2021-09-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-09-18
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Citizens has been harassing me for payments they received! am paying for a refinanced loan taken in XXXX and paid additional payments approximately 3 - 4 times a year, it should have been paid in full by XXXX! They say not received XXXX 's payment yet they cashed XXXX 's payment on XXXX ( due to them stealing {$1100.00} from my account on XX/XX/XXXX, & cashed XXXX 's payment on XX/XX/XXXX for which I attached proof from my federal credit union 's investigation +, I paid XXXX 's mortgage payment and have never been more than XXXX days late even once/year, but Citizens reported me to the Credit Reporting Agencies ( CRAs ) falsely that I paid 3 times more than 30 days late to the CRA s then cash my check! I called Save Your Hoe Hotline and they informed me the week of XXXX XX/XX/XXXX that there were 2 other mortgages in my name which I originally thought must be the problem as I only got the original mortgage on XX/XX/XXXX, and refinanced in XXXX. For the 1st mortgage, I paid extra on the principal once or twice a year paying off in 1/2 the time! Now, the Loan # XXXX, I pay as aforementioned and it should have been paid in full no later than XXXX! I have continued paying extra on the principal but Citizens applies f my payments toward any account they decide without my authorization! I write the loan # on my check and do NOT have another loan with them but they say I do!? They're known to use illegal banking practices I learned from Enforcement Act infringed on for doing the same illegal banking practices they are doing to me! I have discovered over the years trying to force them to truly investigate and fix the amount owed but payments Citizens requested rises instead of declining but I owe XXXX!, 4 extra payments numerous times each year has loan as aforementioned paid by XXXX so i have been paying over " $ XXXX extra for 3 years or more! I complain and the follow-up after investigation letter always says there is no error but XXXX, XXXX, XXXX XXXX, XXXX XXXX XXXX XXXX. all find fraudulent accounts not mine &, credit my account. are Citizens! Th. They are the only banking institution in the United States not investigating and seeing it is not me opening other loans/accounts- are Citizens!! I fixed my credit, Save Your Home Hotline said that it is obvious that the loans -one in XXXX & there other in XXXX which I only learned of the week of XX/XX/XXXX. I had no clue of them and they are forgeries as I am 100 % sure no other loans. I pay my bills and am a responsible person! Citizens. would not have given me a loan with a XXXX credit score at the time due to identity theft! I would not have got 2 loans
Company Response:
State: PA
Zip: 19128
Submitted Via: Web
Date Sent: 2021-09-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-09-17
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Institution displays available balance for Home Equity Line product instead of principal due which is incorrect amount when displayed in budget apps such as XXXX or XXXX.
Company Response:
State: PA
Zip: 190XX
Submitted Via: Web
Date Sent: 2021-09-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-09-17
Issue: Attempts to collect debt not owed
Subissue: Debt is not yours
Consumer Complaint: Citizens Bank has been knowingly infringing upon my right to privacy by sharing my information with third parties when I NEVER gave them permissible purpose to do so. The accounts in dispute are a result of identity theft. These accounts do not belong to me, but were verified. It is impossible to verify these accounts on my behalf because I am the original creditor and consumer and I'm the only person who could verify any debt. Also, debt means any alleged obligation and we all know pursuant to 18 usc 8 all obligations are securities of the United States. I need to you to cease and desist all collection efforts or else I will be forced to litigate. You are criminally and civilly liable for infringing on my consumer rights pursuant to 15 usc 1611, 15 usc 1640, and 15 usc 1692k.
Company Response:
State: CA
Zip: 90804
Submitted Via: Web
Date Sent: 2021-09-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-09-16
Issue: Other transaction problem
Subissue:
Consumer Complaint: I did not receive a expected deposit. I was told the deposit was tried. I was told the deposit would come from a citizens bank in XXXX CT Same bank different location. Beneficiaries are not required unless it is a trust account. The Bank is not required to and does not accept a wire if an account is not established in the name of the beneficiary. Bank records confirm, Citizens has not received a wire of any amount listing you as the beneficiary. Should the bank receive a wire listing you as the beneficiary, the wire will be returned to the initiating bank if an account with Citizens has not been established. I hope this correspondence has addressed any concern you may have had regarding this matter. Please be assured Citizens commitment is to provide you with the highest level of customer service and consistently exceed your expectations. Should you have any additional inquiries, please contact me directly at XXXX during my office hours of Monday through Friday from XXXX XXXX until XXXX XXXX Eastern Standard Time ( EST ). Respectfully, XXXX XXXX XXXX Office of the Chairman CC : Consumer Financial Protection Bureau ( CFPB ) CFPB Case Number : XXXX
Company Response:
State: CT
Zip: 06340
Submitted Via: Web
Date Sent: 2021-09-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A