Date Received: 2021-09-16
Issue: Trouble during payment process
Subissue:
Consumer Complaint: From XX/XX/XXXX to present day I have been having significant issues with my mortgage company known as Citizens at this time. They were initially Citizens One but now go by Citizens, who are affiliated with Citizen 's Bank and my mortgage company has mailed me several letters with different aliases that I have kept in a personal file. There is also a $ XXXX line of credit or second mortgage that was taken out on my mortgage that I did not authorize or get any notification regarding this. there were 3 amounts of {$9900.00} added on my mortgage account. I've also made many payments that have various 'other ' fees attached to them and when I called Citizens , no one was able to give me an answer or get me in touch with a supervisor or someone in a managing position regarding my payments, missing funds, errors in my escrow account, multiple payments etc. I've been battling with this company for a year now and know there is and has been fraudulent activity taking place. Also, my mortgage company reported me to the Credit Bureau on XX/XX/XXXX when I have a recorded phone call on XX/XX/XXXX stating they wouldn't and paper documents promising they wouldn't for a late payment on XX/XX/XXXX which was caused due to my termination of employment. After they reported me to the Credit Bureau, my credit was significantly damaged by this and in my field of work, good credit is a requirement. This company has not only stolen money from me, put me through financial hardship and emotional distressing/trauma, but they have impacted my career and how I make a living. Amounts and dates regarding payments to Citizens- {$1200.00} paid XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX and XX/XX/XXXX - {$1200.00} paid XX/XX/XXXX and XX/XX/XXXX - {$1200.00} paid XX/XX/XXXX - {$1100.00} paid XX/XX/XXXX - {$1200.00} paid XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX - {$240.00} paid XX/XX/XXXX and XX/XX/XXXX - {$2900.00} paid XX/XX/XXXX - {$2800.00} paid XX/XX/XXXX - {$630.00} paid XX/XX/XXXX - {$990.00} paid XX/XX/XXXX - {$390.00} paid XX/XX/XXXX {$9900.00} x XXXX added to my mortgage account within no authorization from me, the property owner and only person authorized on this account. Please help me get justice and stop this company from doing this to me and possibly many others/families.
Company Response:
State: SD
Zip: 570XX
Submitted Via: Web
Date Sent: 2021-09-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-09-15
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I paid off my home loan to Citizens One Home loan in XX/XX/2020. At the time of closing there was over XXXX XXXX dollars in the escrow account. Citizens claims to have mailed me two checks that I never received. I would like to get this closed out and my money back as soon as possible. They made me go through a lengthy waiting process before declaring the checks missing. They made me sign a paper they send it the mail saying I didnt get the check and to send another one, all understandable. After the second check went missing, they are mailing me another form and then again going to just mail a check for a third time. I would like to establish a better way of sending payment than whatever is or isnt going on in the mail. They are asking me again to sign a document saying I didnt get the check so they can send out a third check. I will sign the document. I asked they email it to expedite the process and they said that was impossible. I asked that we try another method of getting me the money. I offered to pay for a wire transfer and they said a check was the only way they could pay. I asked the check be sent overnight with a signed signature requirement. I offered to pay for it They said they cant do that and their policy is to only mail it. I also offered to go to them across the country and sign the document and pick up a replacement check. They said that too was impossible and not to come. After two failed checks in the mail Id like to pay for a better way to get my XXXX XXXX dollars. Citizens was very unhelpful and seems content with their failed archaic methods. I am not. I would like my money, it's been over 10 months.
Company Response:
State: LA
Zip: 70117
Submitted Via: Web
Date Sent: 2021-09-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-09-13
Issue: Fraud or scam
Subissue:
Consumer Complaint: I went to my bank to deposit a check that was given to me through a settlement and was issued in my name the administrator of the estate. When I was given the checks I was told by my attorney they could be put directly in my personal account and the estate was only mentioned because it was part of my title. At the bank the teller and the rest of the employees believed the money should go into my account instead of the estate as well. Upon calling her supervisor in front of me they told her what to do and her response was are you sure it hundreds of thousands of dollars after a side conversation and realizing what amount of money was involved the story changed to force the money into the estate
Company Response:
State: PA
Zip: 18704
Submitted Via: Web
Date Sent: 2021-09-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-09-10
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Early in the year, I called for Mortgage Insurance removal, and spoke with a representative. They advised they would need to send a removal packet in the mail. What I received was an informational packet with a number to call to remove PMI. I called again and requested to be transferred to the PMI department. I was advised that Citizens does not have a mortgage insurance department, and again a packet would be sent in the mail. It has been a month, and no packet has been received. With the additional principal I have been paying, and the comparable prices in my neighborhood being up 31 % ( per their website ), I should qualify for PMI removal. I am requesting to immediately start the process for PMI removal, and XXXX to Credit towards my Principal the amounts paid towards PMI since my initial phone call.
Company Response:
State: AZ
Zip: 85296
Submitted Via: Web
Date Sent: 2021-09-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-09-10
Issue: Improper use of your report
Subissue: Credit inquiries on your report that you don't recognize
Consumer Complaint: On XXXX! XXXX Citizen Bank reported a hard inquiry on my credit report but I have not given them my personal information to apply for or obtain any assistance with a loan, credit, account or credit cards.
Company Response:
State: IN
Zip: 46224
Submitted Via: Web
Date Sent: 2021-09-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-09-08
Issue: Closing an account
Subissue: Can't close your account
Consumer Complaint: On XX/XX/2021, I opened a One Deposit Checking account with Citizens Bank, through XXXX XXXX ( Branch Manager of Retail Banking ) in anticipation of using Citizens Bank for our home mortgage. We ended up using a different lender and contacted XXXX XXXX, in writing, to close our checking account and to have the funds mailed to our home address. He confirmed, in writing, that he would take care of that day. To our surprise, the account has never been closed. I reached out to XXXX XXXX, again, on XX/XX/XXXX, requesting, in writing, that the account be closed and the funds be mailed to our home address. Again, this request went unfulfilled. On XX/XX/XXXX I attempted to close the account through Citizens Bank Customer Service, who then informed me that they can't close an account over the phone when it has more than {$50.00} in it. The only way to close the account is for me to transfer the money out, wait one business day, and then call them back to close it. These types of delay tactics, where banks push the onus back onto the consumer, are precisely designed to have consumers forget and/or give up. I requested, twice, in writing for the account to be closed and provided the address to mail the funds. It is illegal to ignore these requests. I now have to go through a more onerous process to close the account. I suspect I am not the only consumer facing this type of issue with Citizens Bank, which is why I am reporting it. Thank you so much for your help with this issue.
Company Response:
State: MA
Zip: 02130
Submitted Via: Web
Date Sent: 2021-09-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-09-07
Issue: Incorrect information on your report
Subissue: Information belongs to someone else
Consumer Complaint: I have asked for a validation of debt from Citizen but all I received is a letter stating they believe the debt is mine. That is not a validation of debt. If I owe this alleged debt I need the original contract with my signature on it. I have know knowledge of this debt, it is not mine and need to be removed from my credit file immediately. If the contract is not provided to me in 30days it can not be legally reported.
Company Response:
State: MD
Zip: 21213
Submitted Via: Web
Date Sent: 2021-09-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-09-07
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: I originally filed a complaint about CITIZEN ONE BANK regarding this same issue on XX/XX/XXXX ( XXXX ). However, since that time, this nefarious company, CITIZEN ONE BANK, has again deliberately reported my account as being delinquent for the month of XXXX. On XX/XX/XXXX, CITIZEN ONE BANK reported my account as Late 30 Days ( see screenshot ) to XXXX, XXXX, and XXXX. My account with CITIZEN ONE has had a XXXX balance since XX/XX/XXXX. Once again, I ask that this unethical company, CITIZEN ONE BANK, cancel my account immediately. This unethical company, CITIZEN ONE BANK, is deliberately ruining my credit rating. I ask that CITIZEN ONE BANK be severely fined for engaging in this horrible business practice. I thank you in advance for your assistance in this matter. Sincerely, XXXX XXXX XXXX, XXXX
Company Response:
State: GA
Zip: 31322
Submitted Via: Web
Date Sent: 2021-09-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-09-07
Issue: Getting a line of credit
Subissue:
Consumer Complaint: I applied for an {$830.00} credit for purchase of a gaming console, and I was immediately declined. I have outstanding credit so this didn't make any sense to me. They did run my credit, and I received an inquiry, but they said it was declined because " APPLICANT 'S IDENTITY CAN NOT BE VERIFIED '', yet after checking with XXXX, which they used, I confirmed that the same info on the application is what was reported on my XXXX credit report. I immediately called Citizens One Bank, and they suggested I try again. It came back exactly the same. I had the rep file an appeal, and when I called back a few days later, there was still no response. I call back again a few days after that, and they again said they would appeal it. Today I called once again, and now they said they couldn't approve it because they could not verify my identity.
Company Response:
State: CA
Zip: 94582
Submitted Via: Web
Date Sent: 2021-09-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-09-07
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: My account had become overdrawn for a short period of time and was placed with their collections department. I ended up bringing the account current and was under the impression my account was still open and able to be used. XXXX days after bringing the account current, on XX/XX/XXXX, I went into a local branch and deposited {$9000.00} cash, brining my account to a {$9000.00} balance. At the time I made the deposit, I had received no indication that there was any issue with my account, but when I attempted to use those funds later that day, all transactions were being rejected. Upon contacting the bank, I was informed that my account was in a " credit only '' status and I was given several answers as to how I could get access to the deposit I had just made ; however, all of them were incorrect. I was informed by their collections department that I had to go into a branch to be informed of how/when I can get access to the funds that I had JUST deposited ; but when I went into the branch, they made several calls and sent emails as I sat there for over an hour ... only to be told to go home and someone would call ... later. They were unable to tell me when that call may come through. MANY days later, I received a call from someone at their HQ who said they were looking into it and they would call me the following week ( today ) with more information. When they called today, they again informed me of " work '' they were doing ( or going to do ) and that they hoped to be able to contact me this Friday with more information ; and hoped that the account could be closed and hoped that a check could be cut to reconcile the balance of account. How is it possible that my account status could be changed and they could accept CASH funds without informing me of the change in my account status? How can they possibly accept a cash deposit on XX/XX/XXXX without informing me that I would not have access to those funds? How is it possible that they can keep me from accessing those funds for 15 days without being required to inform me of whether or not those funds will be released ; and/or when they may be released ; and/or why they are being withheld? They should have rejected the cash deposit or at the very least, informed me that once deposited, those funds will not be accessible until some review is conducted and the decision is put up for review.
Company Response:
State: PA
Zip: 15108
Submitted Via: Web
Date Sent: 2021-09-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A