Date Received: 2021-09-04
Issue: Managing an account
Subissue: Problem making or receiving payments
Consumer Complaint: XXXX ( XXXX ) XXXX This company will is telling me they will fix my access to my Citizens Bank account. I dont have one. Its a scam!!
Company Response:
State: NH
Zip: 03079
Submitted Via: Web
Date Sent: 2021-09-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-09-04
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: When I first contacted citizens bank about down payment and closing cost assistance I was quoted at {$3600.00} out of pocket from me with the sellers assistance. I payed inspection fees out of pocket appraisal fees out of pocket and hand money out of pocket. Which then I was told I would only need no more than {$2000.00} at closing. A week before closing my lender informed me that I would now need almost {$4200.00}. That is more than we agreed upon in the very beginning or else I never would have went with this lender due to the fact I would never have been able to afford that in a 40 day period with still having to pay rent and utilities in the home I live in now. Ive asked for help Ive asked to speak with someone else and Ive even called her boss who didnt return my call he just told her that I called him. I have nowhere else to turn and Ive already given notice to my landlord that I would be moving. Please help!!!
Company Response:
State: PA
Zip: 152XX
Submitted Via: Web
Date Sent: 2021-09-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-09-03
Issue: Trouble during payment process
Subissue:
Consumer Complaint: In XXXX of XXXX, I had XXXX XXXX with XXXX XXXX XXXX and multiple visits to the XXXX. My employment industry was directly affected by the COVID pandemic and initial shutdown. Our primary residence mortgage with Citizens Bank was placed in 90 day forbearance. We were advised by Citizens Bank that this would not be reported to the credit bureau and no late fees would be applied. Our next payment due date was set for XX/XX/XXXX. Before XX/XX/XXXX, our forbearance was extended an additional 90 days to XXXX. In XX/XX/XXXX, we started making our full monthly payments on the loan again and requested a loan modification for deferment of the 5 months of forbearance. ( see 1_CitizensStatement_XXXX ) We made an additional double payment in XX/XX/XXXX and another in XXXX. ( see 2_CitizensStatement_XXXX and 3_CitizensStatement_XXXX ) In XXXX of XXXX, we received deferment approval and were instructed to make our next payment prior to XX/XX/XXXX. This totaled 5 months ( XXXX, XXXX, XXXX, XXXX, XXXX of XXXX ) of payments that would be deferred to the loan maturity date and they would bring our mortgage current. ( See XXXX ) Since XX/XX/XXXX we have continued to make all monthly payments. Starting on the XX/XX/XXXX statement, our payments stopped being applied to the loan balance and were instead placed in a Partial Payment ( Unapplied ) * Suspense Account. ( see XXXX ). Since XX/XX/XXXX, Citizens Bank has still not brought the mortgage to current and instead placed each of our monthly payments into the Suspense Account now totaling {$20000.00}. ( see XXXX XXXX. Starting XX/XX/XXXX we started reaching out to Citizens Bank Customer Service and Loss Mitigation departments to determine why the statements have not been corrected. We have contacted Citizens Bank on the following dates : XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX XXXX, XX/XX/XXXX and XX/XX/XXXX. ( See XXXX ). Each time we have contacted them, they have stated they are working on system changes/updates to correct the situation and show we have been making timely payments. They have stated they are escalating and expediting multiple times. During a recent call with Citizens Bank we asked if they could CC us on the escalation, and they have explicitly stated they are not allowed. It has now been 9 months and Citizens Bank has still not resolved the situation. We are currently refinancing and need documentation to provide to underwriting. We have asked Citizens Bank to provide statements showing corrected current mortgage, and in the meantime, provide us documentation that they are correcting the situation. So far they have been unable to do so. Due to Citizens Bank not resolving and providing corrected statements nor providing any documentation showing they are working on resolving, we have nothing to prove to our other bank for refinancing. This has prevented us from refinancing and negatively affected our credit report. We are requesting that Citizens Bank correct our mortgage and defer the 5 months as approved, show our mortgage as current with corrected monthly statements, show that we have been making all payments to date on time, and correctly report this to all XXXX credit bureaus. Please help. This situation and COVID has caused great stress on our family and we would greatly appreciate a resolution. Thank you.
Company Response:
State: OH
Zip: 45039
Submitted Via: Web
Date Sent: 2021-09-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-09-03
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: My name is XXXX XXXX Contact : XXXX Phone : ( XXXX ) XXXX I have been working with Citizens Bank on a Mortgage loan ( FHA case # XXXX XXXX ) Lender loan No. XXXX Mortgage XXXX The closing date was originally XX/XX/XXXX to XX/XX/XXXX However, per Citizens Bank Request , the date was moved to XX/XX/XXXX. Citizens Bank stated needs more time to process since they found that a new FHA/Covid regulation disqualified me to obtain a mortgage. I was advised to pay my car loan in full. I used around {$7000.00} from my savings account to eliminate this barrier. On XXXX was informed I was unable to do the closing. Citizens requested all of my documents to be re-submitted. Besides requesting all documents citizens stated that they were waiting on a document from the Department of Education since they were not sure of my student loan status. Loan student status was clear. Clsong date was changed to XX/XX/XXXX. On XXXX-Citizens stated they realized the appraisal for my home was not under my name. Therefore, they had to work on it and date was changed to XX/XX/XXXX. On XX/XX/XXXX they stated I did not had enough funds for closing. An offer to waive the right of a home tilltle and to increase my percentage. I declined since I did had the funds and provided proper documentation. However, I have not received any response but from my attorney stating the day went by and Citizens did not send the closing package. I believe all of the last-minute inconveniences were 100 % preventable since Citizens was provided with all of the documents with time in advance. I resubmitted all of the required documents within minutes of their requests. However, the closing has not happened and today I am homeless with my family since my lease with my current landlord expired. I had taken unnecessary vacation days from my employment and the situation affected third parties not to mention the financial and emotional distress this caused to my family. Through this process, I have been sending emails to XXXX XXXX ( XXXXXXXX XXXX Supervisor ) who has been ignoring my emails. I also contacted Customer Service who were not able to provide me with anyone who can help this time solve my situation before the seller pulls out and I lose my deposit. I believe the madness of the transaction is unusual and hope Citizens Bank can solve this situation. Hopefully, someone reach out and provide me with a satisfying explanation. Thanks.
Company Response:
State: MA
Zip: 01108
Submitted Via: Web
Date Sent: 2021-09-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-09-03
Issue: Improper use of your report
Subissue: Reporting company used your report improperly
Consumer Complaint: After receiving my consumer report from the credit bureaus, I notice a fraudulent inquiry from Citizens Bank, on XX/XX/21. I notified the credit bureaus through CFPB and the inquiry was deleted. Citizens Bank, violated federal law. see 15 USC 1681b A2. I did not give Citizens Bank, Written instruction to furnish anything on my report. They are civilly liable for this issue. I recently tried to apply for housing and was denied.
Company Response:
State: PA
Zip: 17013
Submitted Via: Web
Date Sent: 2021-09-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-09-01
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: On XX/XX/2021 I signed a loan modification agreement with Citizens One XXXX XXXX. I was originally told that I had 3 trail payments which were XXXX XXXX, XXXX XXXX and XXXX XXXX which were all paid. I was informed after that my loan modification would start XX/XX/2021. I started making my payments XX/XX/XXXX as requested and I continued to receive mortgage statements stating that my payments were past due. I called and I was informed that I owed a payment in XXXX. I informed the mortgage company of the previous agreement and every time I called the representative would pull up the notes and say ok I reviewed the notes and you don't owe a payment for XXXX. The company told me it would take a couple of months for their system to reflect the updated modification. I would have to call monthly and I was told the same information every time I called which is I was current on my payments. In the month of XXXX their system was finally updated and it showed I was a month behind. The new updates also displayed loan terms that were different from the modification we agreed on which is a loan of {$100000.00} for 30 years ( which payments from XXXX and so on should be applied ) and a second loan of {$40000.00} which is a HUD loan. I believe my payments have been misapplied. I requested detailed info on how the company arrived at the loan amount and how the payments have been applied before and after the modification with no response. I also believe the company is attempting to make me pay extra money when it's not warranted. Please investigate.
Company Response:
State: TX
Zip: 751XX
Submitted Via: Web
Date Sent: 2021-09-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-08-31
Issue: Took or threatened to take negative or legal action
Subissue: Seized or attempted to seize your property
Consumer Complaint: This is written notice to ceo of XXXX XXXX XXXX XXXX XXXX that I am invoking my right of rescission pursuant 15 usc 1635. My assignment rights have been violated. I rescind all signatures, endorsements, and consents of my information there of. I expect my information be deleted, any obligation be set off, any security interest cancelled and all money be mailed by check to the address of XXXX XXXX pursuant 15 usc 1635 in good faith.
Company Response:
State: SC
Zip: 29681
Submitted Via: Web
Date Sent: 2021-08-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-08-30
Issue: Written notification about debt
Subissue: Didn't receive enough information to verify debt
Consumer Complaint: I XXXX XXXX entered into a consumer credit with Citizens Bank NA on XX/XX/2016. A consumer credit transaction in which a finance charge was involved. 15 usc 1605 defines a finance charge as the sum of all charges in a consumer credit transaction. The finance charge is suppose to include insurance, but Citizens Bank NA made me purchase insurance separately.
Company Response:
State: FL
Zip: 33436
Submitted Via: Web
Date Sent: 2021-08-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-08-30
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Their investigation did not fix an error on your report
Consumer Complaint: I have disputed this account and have reached out to the company/creditors MANY times but failed. This account is being reported inaccurately and incorrectly on my credit report.
Company Response:
State: MA
Zip: 02145
Submitted Via: Web
Date Sent: 2021-09-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-08-29
Issue: Written notification about debt
Subissue: Didn't receive enough information to verify debt
Consumer Complaint: I XXXX XXXX entered into a consumer credit transaction with Citizens Bank on XX/XX/2016. A consumer credit transaction in which a finance charge was involved. 15 usc 1605 defines a finance charge as the sum of all charges in a consumer credit transaction. The finance charge is suppose to include insurance, but Citizens Bank made me purchase insurance separately.
Company Response:
State: FL
Zip: 33436
Submitted Via: Web
Date Sent: 2021-08-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A