Date Received: 2021-06-16
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Citizens One Home Loans is refusing to review documentation I sent them proving my financial hardship is over and blatantly lying to me, and the department of housing and urban development. Their loss mitigation team claims the PDF 's I sent them are " password protected. '' I CC 'd a local branch manager on the email I used to submit them. I went into the branch today and he opened them in front of me at the bank today. They were not in fact password protected. I called loss mitigation on a recorded line with a Housing and Urban Development Counselor and we phoned in the branch manager, asking if they had a fax machine I could fax these documents on. There is a recording of the branch manager saying the documents were not password protected, and the call center employee saying his back end team could not review the SAME documents because they were " password protected '' It is not possible for the three PDF 's to be both " password protected '' and not " password protected at the same time '' They have been lying to me and giving me the run around for 12 months now. I have been calling loss mitigation non-stop and they give me a new scripted excuse as to why no one is capable of taking 15 minutes to review my file. I am going into citizens bank tomorrow to fax these documents to the five fax numbers I was given today, but I have no reason to believe they will actually admit to receiving these documents, since I have uploaded them eight times on both their website and email over the last year and every time I call there is a new excuse for why they are unable to give me any information. This is organized white collar crime, they are holding my mortgage XXXX and this needs to end. I will be filing a much more detailed complaint later this week. I need help.
Company Response:
State: PA
Zip: 19139
Submitted Via: Web
Date Sent: 2021-06-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-06-15
Issue: Problem with a lender or other company charging your account
Subissue: Transaction was not authorized
Consumer Complaint: My checking account was charged XXXX $ for a transaction I did not authorize and the bank claims its listed as a preauthorized debit transaction but theres no merchant information listed for the account. This charge was clearly fraudulent. My bank account is supposed to have alerts notifying me of strange charges so I can approve or deny and I did not receive any of such notice. I am furious because my account is now negative due to pending transactions and this transaction was never listed as pending. The bank states I will have a claim submitted and they closed my debit card so all my transactions will be denied which puts my bills behind, and I may be issued a credit for the money back pending a review which will take up to 8 business days. Im a single mom with a XXXX year old in school I can not afford to wait 8 days for a maybe decision on money I never authorized to be removed by a fraudulent company!!!
Company Response:
State: RI
Zip: 02886
Submitted Via: Web
Date Sent: 2021-06-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-06-15
Issue: Closing an account
Subissue: Can't close your account
Consumer Complaint: My Citizens Bank checking account was compromised in XX/XX/XXXX when a check was stolen from the US mail and used to attempt to steal money from my account. When I saw the initial activity debit then the funds returned, I asked the bank about it and they told me what they thought happened. They were very nonchalant about it. Said it happens all the time. They advised me to change my account number. I had them change it the next day. Then the. nightmare began. They attached the new number to the old account so at first I wasnt clear on what was going on. I eventually was able to double check every bill I paid to make sure it was from the new number. Fast forward to XX/XX/XXXX, there are come companies that cant be bothered changing the the account number I provided them with, such as XXXX XXXX XXXX XXXX. They did it for one account but not the other. I took both accounts off line. Thats an inconvenience for me not them. My XXXX forgot to change the account number when doing my taxes. Neither of these were my fault. The bank refuses to close the account or separate it from my account because they say Im still using it. Today I see that a check I sent by mail to the CPA was taken from the wrong account. I know I didnt do it. I asked the bank last month how long its going to take for this account to be closed. They said as long as it takes. Whatever happened to closing an account and sending the check back!? These new so called regulations are another way the feds are letting the banks operate as loan sharks with exorbitant overdrafts fees. And the federal government couldnt care less. The disgusting irony of this is that when I opened my bank app today there was a banner declaring today is XXXX XXXX XXXX Day. Clearly the US government and all the big banks think that means XXXX AN ELDER TODAY. Tell me Im wrong by making them close this account number
Company Response:
State: MA
Zip: 01867
Submitted Via: Web
Date Sent: 2021-06-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-06-15
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: I have been trying to refinance my mortgage since XX/XX/XXXX. My current lender is Citizens Bank. I have a charge off of a HELOC in the amount of approximately $ 45K since XXXX. Every month since XX/XX/XXXX, I have had an automatic debit from my checking account for {$500.00}. Current balance is now approximately {$16000.00}. In order to refinance, I need a statement from Citizens that reflects my on time payments of this charge off for the past 2 years. Repeated attempts have been met with no response. This is the final document that I need to close on a refinance. Per Citizens Recovery Department, I was to send a request for the statement with my signature to XXXX on Thursday, XX/XX/XXXX. I informed them that it was urgent. No response. At the same time, I contacted Citizens Mortgage to get a statement for my current mortgage. I received that in 48 hours. This is the second attempt at refinancing and, in XXXX, my refinance was closed because of untimely document receipt. Once again, this HELOC statement was the only document missing during that attempt. I feel as though Citizens is deliberately blocking my attempt to refinance. My loan with them is at 6.8 %. I have been unable to take advantage of low interest rates because they will not release this necessary document. I am at my wits end. Filing this complaint seems my only recourse.
Company Response:
State: PA
Zip: 190XX
Submitted Via: Web
Date Sent: 2021-06-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-06-15
Issue: Trouble during payment process
Subissue:
Consumer Complaint: We applied for a construction to permanent loan in XXXX, and after months of providing the bank documents and updating documents we previously provided we finally closed on XX/XX/2021. We were frustrated with how long the process took but once the loan was closed we thought it would all be ok. Now over a month has passed and we have no documentation on our loan. We have no note, no mortgage, and nothing that shows we have a mortgage with Citizens Bank, N.A. I was trying to be patient but we are in the process of building a home and the contractor asked us on XX/XX/XXXX that we draw on our construction line that we set up. We have paid the closing fees and are accuring interest, However, when we contacted Citizens, they had no record of our loan in their sytem. We called multiple departments and the only department that could help us, the construction department, did not pick up their phone, We left multiple voicemails and sent emails and finally heard back after days of trying. The bank informed us that after over a month our loan has still not been boarded and is not available. Again, it has been over a month, and the bank is unable to give us access to our construction line. At this point it is delaying the construction of our house, because the contractor needs the funds, and is costing us time and money.
Company Response:
State: MA
Zip: 02467
Submitted Via: Web
Date Sent: 2021-06-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-06-15
Issue: Charged fees or interest you didn't expect
Subissue:
Consumer Complaint: I have a checking account with Citizens bank. They apparently signed me up for an overdraft line when I opened the account. They have never shared with me the balance outstanding on the line ( I never knew I had a balance! ), do not share any statements, and do not provide any statement online ( specifically the " statement '' section related to the overdraft is empty and shows no history ). In addition, once I spoke with them and they told me there is a balance, there is no way to pay the amount online when you try to go through their process. It seems as though there is a very intentional effort here on the part of the bank to ensure the consumer isn't aware he has an overdraft and can charge her 24 % p.a. Extremely slippery!
Company Response:
State: NJ
Zip: XXXXX
Submitted Via: Web
Date Sent: 2021-06-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-06-14
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: Hello, simply put we submitted thru our current home loan provider ( Citizens One Home Loans ) for a refinance. Submission and pre-approval was on XX/XX/2020. Submitted all requested documentation three times over the past six months. Loan officers have changed twice, no notice received from Citizens. Current loan officer and processor have never ever, not once reached out to us to keep us in the loop. We have always had to either email/call to get updates on the refinance. They have made excuses every time we have contacted them why the loan is taking so long, asking for more documentation ( which we previously submitted ). Due to this extremely well over due process we have lost out on many areas why were refinancing, case in point lumber cost has tripled etc, contractor fees have doubled. To date we have not heard a peep in the past two and half weeks on what and when we can finish the refinance process.
Company Response:
State: NJ
Zip: 08096
Submitted Via: Web
Date Sent: 2021-06-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-06-12
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My mortgage company paid my property taxes. I do not escrow for taxes or insurance. During COVID, the tax office was nonresponsive in my attempts to remove my homestead exemption to pay the full tax rate and move my homestead to my primary residence. During that time, my mortgage company paid the tax bill and sent a letter stating it was paid. I called the same day I received the letter and explained the cause, paid the taxes to the mortgage company in full over the phone. They were trying to collect ecrows and escrow overages for taxes. The gentleman i spoke to assured me the payment would allow the to " fix '' the account before my next payment was due. This did not happen for 3 months. I called a significant number of times and wrote to them through their electronic messaging system. Each time they gave me non-answers, would NOT accept my payment and kept saying it was in review. They would not accept my payment until I received the last response stating they realized they only charged me for the taxes without the penalties. I had no way of knowing what they needed me to pay without calling and they appeared to have overlooked penalties. I paid the penalty amount to them that same day and they took a few weeks to update my account, then they were able to accept my payments - 3 months payments. I'm furious as to how this could happen. In the days of COVID, where people could place their mortgage on deferment- I didnt- I was making my payments. I dont understand why they couldnt have place some kind of hold on my account until they fixed it, if they were not willing to accept my payment. After numerous attempts to get them to address this- my credit report still shows I was late 3 months in a row. I need assistance please. I dont feel it's fair to have been forced into this situation.
Company Response:
State: TX
Zip: 76227
Submitted Via: Web
Date Sent: 2021-06-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-06-12
Issue: Incorrect information on your report
Subissue: Information belongs to someone else
Consumer Complaint: This is a section/copy from my credit report : A request for your credit history is called an inquiry. There are two types of inquiries - those that may impact your credit rating/score and those that do not. Inquiries that may impact your credit rating/score. These are inquiries made by companies to whom you have applied for a loan or credit. They may remain on your file up to 2 years. Company Information Inquiry Date ( s ) CITIZENS BANK XXXX XXXX XXXX XXXX RI XXXX XX/XX/2021 End. I have disputed with XXXX and they found this to be Factual? Yet XXXX has Not proven this was me. I strongly dispute this, it was not me! My 2nd option was to Contact : Citizens Bank, which I did and they too have failed to prove this was me. I am me, I have said multiple times in writing and vocally that I did not apply to Citizens Bank/One for any type of loan/credit. Yet, this must remain on my credit report for 2 years. I filed a complain with Pennsylvania Attorney General XXXX XXXX.
Company Response:
State: PA
Zip: 152XX
Submitted Via: Web
Date Sent: 2021-06-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-06-11
Issue: Managing the loan or lease
Subissue: Billing problem
Consumer Complaint: I have a car loan with Citizens One Bank. Im at the end of my loan payment for 72 months never late. I have been paying more than I need to pay for years to get my loan paid down faster. On XX/XX/2021 my loan payment due date the loan principal was {$1600.00}. Since Im ahead on my loan payments my XX/XX/2021 payment was XXXX. However, I paid {$200.00} on XX/XX/2021. Now my principal balance as of XX/XX/2021 Billing statement is XXXX. {$5.00} was used for the interest. Then I looked on my Citizens One Web page and my bill has gone from {$1400.00} to now XXXX Principal balance. My next month payment was {$260.00} for XX/XX/2021. Now its changed to {$490.00} for the month of XX/XX/2021. Without my knowledge or consent with Citizens One someone reversed my payment of XXXX making the XX/XX/2021 to {$66.00} to my principal instead of my regular payment. With {$130.00} missing out of my account and I have not received a refund. I called on XX/XX/2021 to an agent who gave me a conformation number of XXXX regarding my issues. Then Hung up the phone one me soon after. Then I called back to Citizens One requesting a supervisor then I was transferred, and the phone call was disconnected again. Then I decided to file a complaint with the Consumer Financial Protection Bureau. I want my payment to be changed back to the principal balance of {$1400.00} with the {$200.00} payment I made on XX/XX/2021 billed to the regular payment. I'm still ahead on my loan payments. My loan payments are {$49000.00} a month. My last loan payment with Citizens One is XX/XX/2021. Requesting my bill to be reversed back to the Billing statement of XX/XX/2021.
Company Response:
State: IL
Zip: 601XX
Submitted Via: Web
Date Sent: 2021-06-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A