Date Received: 2021-05-28
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: Summary- Loan Officer appears trying to pocket {$1700.00} now unresponsive when asked to justify extra charges. On XX/XX/2021 I initiated a loan approval process through Citizens Bank, specifically XXXX XXXX, Loan Officer|NMLS # XXXX. He eventually transferred my case to XXXX XXXX Loan Officer| XXXX # XXXX who initiated my loan process. XXXX XXXX XXXX XXXX XXXX XXXX Citizens XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, NC XXXX Office ( XXXX ) XXXX I spoke with XXXX regarding XXXX timing and he ensured me no rush was needed to process and cost would be under {$750.00} since they were working under a new system to get them done efficiently. On XX/XX/XXXX, XXXX confirmed the appraisal was ordered after taking my credit card information to pay for it that day. On XX/XX/XXXX, our Loan Estimate listed an appraisal fee of {$540.00}. On XX/XX/XXXX, the the appraisal was paid for at {$540.00} as posted to my credit card. On XX/XX/XXXX our Closing Documents correctly listed the Appraisal as prepaid and {$540.00} for a scheduled closing on XX/XX/XXXX. There was an unrelated delay in closing that required the closing paperwork redone. On XX/XX/XXXX I received the new Closing Documents from the lender who listed an additional charge for the appraisal of {$1700.00}. This would make the total appraisal cost {$2200.00} since the appraisal was already charged to my card previously. When I contacted XXXX XXXX to justify this change I was told he " did not need to justify anything to me ''. I asked him to send me the appraisal fee documentation and again said he did not need to do anything at this point. On the contrary, he proceeded to tell me that because he found me " difficult and unprofessional '' early on, that " he does not forget and can make people 's process difficult ''. He told me they would credit it and then recanted that statement as well later. He told me he didn't need me as a client and that I could take it or leave it at this point and it would be my loss. He " has other clients and doesn't matter to him if I close the loan through him or not ''. He went as far as to state that my closing costs turned out less than my cash back at closing so he " could make me lose these funds either way, so why does that matter ''. He claimed to be " acting in my interest to balance things out on the Closing Document so we could proceed with closing ''. XXXX was on speaker phone and the full exchange was witnessed by my wife. It is very evident to me what the lender is trying to do here and consider it fraudulent. He reiterated at the end that " he doesn't care if I close at this point and can take it or leave it ''. I have notified the closing attorney, realtor and other parties involved of this. We were scheduled to close XX/XX/XXXX and need assistance getting this resolved. Lender Loan Officer got caught in their activity, is using pressure to force closing and is not responsive at this time
Company Response:
State: VA
Zip: 23832
Submitted Via: Web
Date Sent: 2021-05-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-05-26
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: I filed for bankruptcy in XXXX. Unfortunately since I had a home equity loan that I was and still am paying on it had to go on the bankruptcy filing. I noticed that my payments do not get recognized on my credit report because of the bankruptcy. I have talked to the bankruptcy dept. at Citizens bank and both ladies said not to worry they can see I am making my payments regularly. My lawyer had no choice but to include the home equity loan in the bankruptcy but I would just like the credit bureau to know that I am paying regularly and would love for the payments to show up on my credit report from XX/XX/XXXX going forward. From what my lawyer said the only way to correct it now would be to get another loan to pay it off. Unfortunately bankruptcy isn't something that looks good to people when you try to get a loan. As of XX/XX/XXXX to present my payments do not show up on my credit report. I received a print out from the bank that I will include.
Company Response:
State: MA
Zip: 01610
Submitted Via: Web
Date Sent: 2021-06-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-05-25
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My loan with this financial institution was paid in full on XX/XX/XXXX. I received an escrow refund, but they withheld an additional {$95.00}. When I contacted the financial institution, the representative had me on hold for 20 minutes to find answers, but no one was available. She received my contact information and promised that someone would return my call to address this matter and it never happened.
Company Response:
State: NJ
Zip: 08046
Submitted Via: Web
Date Sent: 2021-05-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-05-25
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: This is the second time that I have filed this report. I have reached out to the mortgage company regularly and it never gets fixed. I keep getting told that it take a couple of months to get fixed, and to just wait. It has been escalated to a higher level, but it still does not make a difference. My credit report shows that I have never made a payment, when in fact, I have made them. As a result, my credit score keeps declining, and my family and I are trying to move, but because my credit score has become so low, we can not move. I am simply asking that the mortgage company make sure that my payments correctly link to my account, and also to go back and have my credit score to reflect the true payments.
Company Response:
State: AZ
Zip: 85022
Submitted Via: Web
Date Sent: 2021-05-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-05-25
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Company has misrepresented facts over and over. They have stated that XXXX insist that the escrow account remain open, appraised home in discriminatory manner and now refuses to adhere to law and appraise home for the correct value that it should have from the beginning. Now to add insult to injury they file a false Escrow Disclosure Statement in retaliation for insistence that home be appraised for its true value as the homes on left and right have and do appraise for $ XXXX {$370000.00} so therefore our home which has more updates should appraise their or higher. They have stated knowing to be untrue to XXXX states an escrow must remain XXXX has stated verbally and otherwise that this is not the case and that this is XXXX call not them. We have paid our Hazard Insurance for the past two years in full at all times paid up for the whole year never has XXXX had to pay and they still will not fix their errors. Now dated XX/XX/2021 an disclosure for Escrow was mailed stating what was paid by us ( home insurance is paid up for this year and next year and XXXX is aware ). Truth in Lending requires that this escrow be accurate and it is not. This is paid in full and therefore can not be added to the Escrow account as thought it is not. There is an expectation of honesty in holding and recording escrow funds and this is clearly violated. ESCROW ACCOUNT BALANCE SHOULD BE BACK TO WHERE WE STARTED EVEN LOWER WHY DOES IT KEEP GOING UP THIS IS RETALLIATORY
Company Response:
State: MA
Zip: 02072
Submitted Via: Web
Date Sent: 2021-07-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-05-24
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: This is the third complaint we have filed. We have completed fourteen trial payments for a modification that was to have been completed after three trial payments. Each of the trial payments was made timely each month. The modification was approved originally in early 2020. After the last complaint the company responded by saying a task was set on XX/XX/XXXX, to post those payments. The completion of system maintenance will take approximately another month ; however at that time you mortgage account will be current. Your mortgage account will be reported to the credit agencies as current during this period of time. I contacted the loss mitigation department today and they said it would be some time before the paperwork was completed and they are waiting on third party approval. Citizens One bank has continuously XXXX during this entire process, and is engaging in deceptive business practices by refusing to complete the modification that was approved.
Company Response:
State: NE
Zip: 68516
Submitted Via: Web
Date Sent: 2021-05-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-05-24
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Over then last several weeks I have spoken to several people including the president office that I no longer wish to have this establishment service the tax portion, homeowners insurance portion or flood insurance portion of my escrow account pursuit to the XXXX XXXX guidelines. I have repeatedly stated I do not wish to close the escrow account as I can not legally do so due to the property mortgage insurance must be paid into one. The escrow requirements are clearly stated an 4201.2 a, b, and c. Section 8201.1 ( b ) ( i ) further covers that the mentioned less then 80 % and and less then 2 years that the bank has used on denying my desire is not valid and therefore not legal. It has further been stated that this bank wishes to charge me and additional % .025 to not administer a service that I do not required by any laws I can locate. It is my belief this is extortion. I have a fixed interest rate and a contract not requiring this service. I want to pay the P.M.I. that can not exceed % .05 gross LTV although it appears is over. P.M.I. is a escrow service that as not only a escrow requirement but none I welcome!
Company Response:
State: FL
Zip: 33702
Submitted Via: Web
Date Sent: 2021-06-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-05-22
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: In XX/XX/2020 I became very sick from XXXX issues, and I was out of work for nearly 7-weeks. I was late for the XX/XX/2020 mortgage payment by a few days, but that was due to my inability to work. Finally I recovered to 100 % strength, and I have been on time with every payment since. I could have requested a deferment for 6-months, but instead I decided to fight my illness. I respectfully request for Citizens One Home Loans to forgive my one time late payment for my difficulty last year. I could have requested the deferment but did not, and I believe that I should be entitled this one time courtesy. XXXX XXXX XXXX
Company Response:
State: MA
Zip: 011XX
Submitted Via: Web
Date Sent: 2021-05-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-05-20
Issue: Problem with a lender or other company charging your account
Subissue: Transaction was not authorized
Consumer Complaint: I reported to my bank that someone had gotten my bank info and I recently cancelled my debit card because of fraudulent activity going on. Everything was okay until 2 days ago. I went to the bank to withdraw from my account and I noticed that there was a preauthorized debit transaction of {$1400.00} on my account that I didnt authorize. I did not have my new debit card at the time neither. I filed a claim with the bank and they said it will take up to 10 business days to figure it out. I have had my claims rejected in the past and they seem to not take it seriously. Im not sure where this transaction came from or who may have my information but I am very concerned about not getting my money back as this is the only account I have with Citizens bank and all my funds were stolen from my account. I want to take serious action and I also filed a police report and told the bank to put the report number in my case file so that whoever may be investigating my claim, can understand that this was most definitely not me and I have no idea why that amount of money was able to be taken from my account especially when I have no active debit card.
Company Response:
State: RI
Zip: 02909
Submitted Via: Web
Date Sent: 2021-05-27
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-05-20
Issue: Managing an account
Subissue: Banking errors
Consumer Complaint: I was sent, in the mail, a promotional offer from Citizens Bank at the end of XXXX. The offer promised a bonus of up to {$500.00} if one deposited " new money '' to a " new or existing Citizens checking and/or savings account by XX/XX/XXXX '' and maintained the money in the account for " 3 consecutive months. '' I went in person to my local Citizens Bank Branch at XXXX XXXX and XXXX XXXX in XXXX on XX/XX/XXXX and spoke to a bank representative named XXXX XXXX who signed me up for this offer. I deposited {$180000.00} into my existing Citizens checking account and planned to leave it there for the next several months in order to get the {$500.00} bonus at the end of the time period. The bank representative herself noted in writing on the promotional mailer that she had signed me up for the offer, the amount of money I deposited, and the date of the deposit. She also stapled her business card to the letter, as I requested, to serve as proof that I had legitimately signed up for the offer. However, when I called that Citizens branch on XX/XX/XXXX to find out why the {$500.00} had not yet been credited to my account, bank representative XXXX XXXX said she would need to hear back from Marketing, which would take 3-5 business days. I called again on Monday, XX/XX/XXXX and I spoke to the branch manager named XXXX to inquire about the situation. He told me I had to wait 3-5 days also. But he also became very defensive and began to imply that I had not qualified for the promotion in the first place and could be " denied '' because of an interpretation of the fine print on the back of the promotional offer. I replied to him that the Citizens employee herself had signed me up for the offer, and if the fine print on the offer was confusing enough to confuse Ms. XXXX and lead her to sign me up for the offer, then that is Citizens Bank 's mistake and not mine as the consumer/client. I continued to tell him that Citizens Bank should honor its commitment which the bank employee put in her own handwriting by signing me up for the promotion. XXXX disagreed and told me that I was at fault for signing up for a promotion for which I was not qualified. I vehemently disagreed. I proceeded to wait for Citizens Bank 's decision after the 3-5 day period. On XX/XX/XXXX, I received a telephone call from XXXX at the local branch informing me that I had been " declined '' by Marketing and would not be receiving the advertised bonus. I was shocked at this outcome as a breach of trust and a " bait-and-switch '' type of scheme. For 4 months, Citizens bank had possessed my money and was making interest on it, yet when it came time to keep their end of the deal they reneged by making the excuse that I had not qualified for the promotion -- even though one of their own employees personally signed me up for the offer. Had I known that Citizens Bank would act in this manner, I would have taken my money to another bank and made considerable interest on it somewhere else. I am asking for the help of the CFPB in resolving this matter in my favor and obtaining for me the {$500.00} bonus which Isigned up for. Thank you.
Company Response:
State: PA
Zip: 19128
Submitted Via: Web
Date Sent: 2021-05-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A