Date Received: 2021-05-01
Issue: Trouble during payment process
Subissue:
Consumer Complaint: You closed my previous complaint after Citizens ' Bank responded. Response was nothing short of XXXX and I am filing this new complaint. Explanations about computation is fraudulent. Calculations of days in a cycle is wrong. For example - From XX/XX/XXXX to XX/XX/XXXX is 27 days not 28. From XX/XX/XXXX to XX/XX/XXXX there was 31 days. Although every month principal was paid at {$1000.00} statements for XXXX and XXXX had principal at {$28000.00}. Then in the response computation for period from XX/XX/XXXX to XX/XX/XXXX was calculated at {$5.00}?! CFPB accepted that fraudulent response?!
Company Response:
State: DE
Zip: XXXXX
Submitted Via: Web
Date Sent: 2021-05-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-30
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: 2 issues Payment deferral and handling of my payments. My mortgage is with Citizens One. XXXX of XXXX, I applied for a payment deferral. XXXX doesn't offer that to start, the borrower has to go through a forbearance first and then the borrower is reviewed for possible loss mitigation options, payment deferral being one of them. I agree to a 3 month forbearance. At the end of XXXX I call and request to be reviewed for a payment deferral. I am approved and sent an approval letter on XX/XX/XXXX. I called after receiving that letter XXXX I don't have that date written down ), I was told it takes 30 to 45 days to process in their system from approval date, as they are back logged. I call XX/XX/XXXX, I was told my approval still has not been updated in the system. I was also told that it would take 30 to 45 days from XX/XX/XXXX to process it. I called on XX/XX/XXXX to make a payment. After I made the payment I checked on the status of my deferral. I was told it was still in process. This has been over 2 months since my approval letter. Other lenders process the same day or with in a week XXXX XXXX note, I work for a XXXX XXXX company and we don't have this issue ). Another issue is the handling of my monthly payments. When I entered the forbearance plan, I needed to defer 3 monthly payments. I missed XXXX, XXXX and XXXX payments. My first payment after was on XX/XX/XXXX, {$2200.00}. I made other payments, in the same amount on XX/XX/XXXX and XX/XX/XXXX. So I have made 3 payments, {$2200.00} each, for a total of {$6700.00}. While my deferral is being processed, Citizens keeps me in a forbearance plan. While in the forbearance plan, my payments are not applied to my loan, but put into a suspense account ( which is fine ). On XX/XX/XXXX, I called to make my payment. I don't how or why I asked them, but I asked for the total in my suspense. I was told the total is {$6200.00}. This is less than the 3 payments I have made, a difference of {$470.00}. I asked them to look through the payment history for any transaction that showed an amount of {$470.00}. The rep told me that she didn't see anything in that amount. She claims that amount will re-APPEAR in my suspense account when the system has processed my deferral. ( I work for a XXXX XXXX company, this is not how it works. My company runs the same platform they do, XXXX XXXX XXXX. Funds don't just disappear, they are accounted for in a payment history ). I didn't argue with her, I told her thank you and we ended the call. I also requested a copy of my payment history to verify this. To add onto this, there was an issue with my escrow shortage. I paid the shortage and extra, in the amount of {$1700.00} on XX/XX/XXXX. It was mistakenly applied to my principal instead. I found this out on XX/XX/XXXX after I saw that my app showed a principal application. The rep stated she could fix it and it would take a few days to correct. I call on XX/XX/XXXX, to verify the funds have been applied to my escrow. The rep told me nothing has been done and the call on the XXXX, nothing was done. The rep told me she would fix it. On XX/XX/XXXX, I called and I was told that the funds of {$1700.00} have been applied to my escrow. I received a letter dated, XX/XX/XXXX, that Citizens received my escrow shortage payment. ( So I thought I was done ). I called XX/XX/XXXX because something didn't feel right. I was told that the escrow payment of {$1700.00} was never applied to my escrow and was still applied to my principal. The rep said they would fix it and it would take a few days. I called on XX/XX/XXXX. The rep stated the amount of {$1700.00} was corrected and applied to escrow on XX/XX/XXXX. Back to my payments. I am concerned that funds were taken from suspense to cover an escrow shortage when my actual escrow shortage funds were misapplied to principal. ( When the rep stated the funds were being applied to escrow, someone missed a dollar, the amount of {$1700.00} is not a typo. This what the moved. It is just a dollar, but it is concerning on how they might possibly handling my other payments and that {$470.00} is missing from suspense. )
Company Response:
State: TX
Zip: 75229
Submitted Via: Web
Date Sent: 2021-04-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-29
Issue: Other features, terms, or problems
Subissue: Problem with cash advances
Consumer Complaint: I have an account at Citizens bank. My XXXX XXXX daughter was having marital problems. She had worked for many years and all money was joint with her husband. She wanted some financial independence. I added her to my account with a checking account in her name. Like all checking accounts I have, I told the bank that I did not want overdraft protection, meaning if the money is not in the account, don't pay out any debts. She was fine up to last week. She became involves with someone on line, there was some type of fraud and mine and her accounts were closed and about XXXX XXXX XXXX dollars was taken from my account. I found out about this last Friday XXXX XXXX at XXXX and that I had an appointment at the bank at XXXX. I withdrew any remaining money in my account. I have trouble communicating with my XXXX XXXX daughter. Monday XX/XX/XXXX, I went to make a police report and she refused to come saying I was jumping to conclusions. She did give me information about her friend which I gave to the police. I looked at her checking statement and was overwelhed with numerous transactions I do not understand. I asked the bank rep how can a person who has a daily average balance of XXXX XXXX and XXXX dollar lose XXXX XXXX. What if it was XXXX or a XXXX
Company Response:
State: MA
Zip: 027XX
Submitted Via: Web
Date Sent: 2021-05-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-29
Issue: Improper use of your report
Subissue: Credit inquiries on your report that you don't recognize
Consumer Complaint: Hello my name is XXXX XXXX XXXX. On XXXX XXXX my family and I went to XXXX XXXX in XXXX XXXX XXXX XXXX California. As we were looking at an suv a salesman XXXX came to talk to us he ask for my information he then went back inside came back with the keys. 15 min later a second sales man approaches me saying he allready ran my credit to many banks I was not present, I dont sign or agree for my credit report to be pulled XXXX did not agree to a price. I got very upset I told them to please get these hard I inquirys pulled back. XXXX apologize and said he would talk to his manager. Its been one week I have talk to both managers at XXXX XXXX and another manager the both have not done anything about it. I have talk to credit bureaus XXXX XXXX and XXXX XXXX told me the best thing to do is have XXXX called them and pull back my reports but XXXX hasnt done anything. I also called the four credit banks To reports this and they said to contact XXXX. Please if you can do fix this problem I would really appreciated im so stressed about this matter.
Company Response:
State: CA
Zip: 92105
Submitted Via: Web
Date Sent: 2021-04-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-29
Issue: Managing the loan or lease
Subissue: Billing problem
Consumer Complaint: Back in XX/XX/XXXX I was enrolled in auto pay for the car XXXX XXXX XXXX I accidently paid online and they also took their auto pay which I understand. I caught it and to stop that from happening again I stopped auto pay and decided to start using my own bank bill pay. Then on XX/XX/XXXX they got in my bank and took a payment illegally. Then they went in on the fourth and took another payment but they refunded that one but they still illegally got into my bank account. I called on XX/XX/XXXX and was told they would send a check refund. I asked why they were in my bank account in the first place. One person said they updated their system and it was an accident, another person said I went on a third party site and made a payment. I waited for the check and called again on XX/XX/XXXX. That man said they don't send checks and that they already refunded and to call my bank. My bank said there was no refund. Then my own bank sent their auto pay and they got a third payment. I ended up with two NSF fees but my bank removed one. Citizen bank XXXX XXXX XXXX loan bank ) kept telling me they already refunded. I disputed, took screen shots and they still lied. In the meantime my principle balance keeps going down and they say I don't owe for three months so that proves right there that they kept my money. I was told yesterday XX/XX/XXXX that they refunded on the XXXX, then they changed it to the XXXX and XXXX. Then on XX/XX/XXXX I got a letter in the mail from them thanking me for my payment. I've been asking for my money back since XXXX. They keep making up new lies and this has gone all the way to the chairman office. Now they say they fed ex my check when on the XXXX of XXXX I was told they don't do refund checks. They just KEEP LYING. they have taken 3 payments this month and refunded only one and caused me to go in the negatives. If they don't have my money how come my next payment isn't due until XXXX. Also I asked why I didn't start getting statements until XX/XX/XXXX and I was told that they only send statements to people not enrolled in auto pay and as you can see, my first statement started XX/XX/XXXX when I canceled auto pay in XX/XX/XXXX. Also, when I first checked my account before my fist phone call there wasn't even a bank assigned in their system so my bank, XXXX XXXX days they were going of the account number and routing number from the checks my bank was sending them
Company Response:
State: MO
Zip: 64012
Submitted Via: Web
Date Sent: 2021-04-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-29
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: I applied for a construction loan with Citizens Bank in XXXX. At the time, I completed a full application, submitted all of my income & asset documents, along with a contract. The contract was unsigned because our lot was not approved by the city yet and the builder & I legally could not sign it, but the contract was agreed with in principle. In XXXX, the contract was finalized, signed and sent to Citizens Bank. In the middle of XXXX, my loan officer informed me that because of the new XXXX, we would have to complete a new application and the old one could no longer be used. I personally have worked in the mortgage industry for the last 17 years and know that's not a requirement, but decided to do it in case that was their company policy. On XX/XX/XXXX, my wife and I completed our full application, which included the 6 pieces of information that trigger TRID. Legally, Citizens had to disclose within 3 business days. They did not. My application documents that I received, including the Loan Estimate are dated for XX/XX/XXXX. I went extended periods of time with no updates. I had to consistently reach out for updates and seem to only get updates late at night or on weekends, which was odd. This past week, I decided enough was enough. I didn't even know if my loan had been to an underwriter and the staff at Citizens bank starting informing me they were missing documents and the loan had not even been to a processor, let alone an underwriter. I had written proof and logged emails demonstrating that they already had the items. Additionally, if they were missing items and I completed an application on XX/XX/XXXX, why was a Notice of Incomplete Application ( NOIA ) never sent out to me, which is legally required to be sent within 30 days? Over and over I have asked for updates, I have asked for management to get involved and I have failed to receive updates, given any timelines nor updates on my loan. As someone in the industry, that fully understands the complications and increase in volume we have seen over the past year and the additional obstacles with COVID, I have been patient and attempted to resolve these issues on my own. At this point, it is evident that Citizens Bank is not only OK with violating TRID laws with disclosures, but they certainly could care less about the consumer. From my seat and someone that believes keeping our industry filled with individuals of the highest integrity, this is completely unacceptable. CFPB needs to look into the practices of Citizens Bank and ensure other consumers do not face situations like this. I have the luxury of knowing the ins and outs of the industry since I have been a part of it for nearly two decades. The average consumer is not going to understand how to address issues and is going to have very negative impacts both financially and with their housing with this type of experience. Lastly, I can fully assure you that there is absolutely no issues with my qualifications that would be a cause for any sort of delay on the lending side. My wife and I have flawless credit, assets necessary for the transaction and our debt-to-income ratios are incredibly low with all the necessary requirements for employment history, including long-term history of employment at the same employer. This is simply negligence on the side of the lender. I can provide any documentation necessary to support my feedback because I have it and it's organized.
Company Response:
State: OH
Zip: 44133
Submitted Via: Web
Date Sent: 2021-04-29
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-26
Issue: Trouble during payment process
Subissue:
Consumer Complaint: On XX/XX/XXXX, my online Citizens account reflects a charge for {$95.00} for Mortgage Insurance for HUD-Risk Based Premium payments, however, the loan was paid in full on XX/XX/XXXX. I requested a review of this charge for mortgage Insurance and deduction from my escrow account. I have confirmed with Title Agency, XXXX XXXX XXXX XXXX XXXX, who closed and prepared the closing documents, that PRO-Rata MIP fee assessed on my closing statement already covered the XXXX Mortgage Insurance Payment ( paid to Citzen 's One ). An attempt to rectify this issue with a customer service agent on XX/XX/XXXX and a letter sent to the bank on XX/XX/XXXX and XXXX XXXX, XXXX have led to " no findings '' however the bank has provided no context to how the Pro-Rata MIP paid to them in addition to the fee 's paid to the bank from my Escrow can be justified. A letter dated XX/XX/XXXX, simply stated : Your concerns were addressed in previous correspondence dated XX/XX/XXXX, and attached the same response. In more detail : Pro-Rata MIP represents Mortgage Insurance Premium. In my closing, held on XX/XX/XXXX, I paid {$190.00} to Citizens or {$95.00} for each month. At which time, no additional payments should have been drafted from my escrow fund. Despite that, they were. I have not only been charged from my escrow but double charged for both XXXX and XXXX via escrow, closing payments, and a regular mortgage payment made XX/XX/XXXX. The Pro-Rata MIP fee at closing appears to represent the monthly premiums for two months of Mortgage Insurance ( {$95.00} each month for a sum of {$190.00} ). Here are the details for payments made regarding MIP : - XX/XX/XXXX Mortgage Insurance Paid via monthly mortgage payment/escrow deduction of {$95.00} XXXX Pro-Rata MIP paid via closing deduction of {$190.00} XXXX Mortgage Insurance Paid via Escrow Deduction of {$95.00} From XX/XX/XXXX to XX/XX/XXXX a total of {$380.00} was paid for Mortgage Insurance Premium. Refund For Incomplete Services Included in the closing settlement statement prepared by XXXX XXXX XXXX was a list of fees paid to Citizens One Home Loans. Such fees represented an obligation to accurately and properly fulfill obligations to me as a customer and seller. Citizens One has failed to fulfill that obligation by ensuring that my account balance and information on file with the bank were accurately reflected and kept. Since my request on XX/XX/XXXX, and subsequent letters dated XX/XX/XXXX and XX/XX/XXXX, Citizens One has further demonstrated that even after said review, they are woefully inept to fulfill their obligations to rectify and respond appropriately. Therefore, I am still requesting a full return of the {$38.00} recording fee and the {$5.00} fax/statement fee paid to Citizens as the services paid for were unsatisfactory and incomplete. I look forward to resolving these matters promptly.
Company Response:
State: OH
Zip: 458XX
Submitted Via: Web
Date Sent: 2021-04-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-26
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My equity line of 10 years was due to expire in XXXX. I attempted to refinance it but Citizens bank denied me credit based on my reduced income due to Covid loss of business. With no option my payment was doubled. Citizens claims to have sent me mortgage statements each month with the amount due but I have received none. I paid the bill via my online banking app and placed recurring payments via Auto pay. When I noticed I was double paying I called the Citizens Mortgage department. They said they were pulling from my account via what they called Autopay. I agreed I'd cancel my autopay and they would debit my account for the payment. They did not and I recieved a {$20.00} service fee. I called again, set up auto debit through the mortgage department and agreed I'd cancel Autopay through my on line bill pay. Again, it did not happen and I recieved a {$20.00} service fee that they now refuse to waive because company policy allows for only one credit ( even though they made the mistake ). They have two seperate Autopay services. Mortgage Autopay pulls the money from your account and Online Autopay sends money from my account. I want them to debit my account and return the {$20.00} service fee. The supervior XXXX XXXX XXXX that I spoke with Monday morning XX/XX/XXXX refused to refund the charge and refused to provide me with an escalation path. This issue remains unresolved.
Company Response:
State: MA
Zip: 020XX
Submitted Via: Web
Date Sent: 2021-04-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-26
Issue: Managing an account
Subissue: Problem making or receiving payments
Consumer Complaint: Disputes at Citizens Bank were not handled properly. All 3 disputes were denied, 2 claim numbers. There is no way to contact the disputes department. Received 1 call from a private number, so of course I didn't answer, from XXXX man with thick accent, Citizen Bank employee telling me in an indifferent scripted tone, without any reference to a claim number, that services were rendered. They aren't even all services. After resubmitting my disputes I was told I would received 2 calls from disputes since there are XXXX disputes and 2 claims numbers. I only received 1 call/ voicemail from a private/restricted number. What bank doesn't have a real claims department to contact? Claim number XXXX totaling {$71.00} 2 items ITEM 1. {$58.00} XX/XX/2021 is XXXX XXXX XXXX makeup from an XXXX store offering money back guarantee. They REFUSED to give me my money back and now claim I am beyond the 30 day guarantee. At the time I was sick with XXXX XXXX. Scam XXXX store is called XXXXXXXX and is not related to the national chain XXXX XXXX in anyway, which I recently learned. As of XX/XX/2021 I learned this store is now closed for its scams. XXXX KNOWS I WAS SCAMMED AND REFUSED TO REFUND ME. CITIZENS BANK KNOW I WAS SCAMMED AND REFUSED TO REFUND ME. ITEM 2. {$12.00} A company to boost my social media followers sold me profiles of XXXX in XXXX world countries. Claim number XXXX {$140.00} XX/XX/2021 XXXX purchase XXXX XXXX XXXX The employee dyed my hair a dark shade of blue. I wanted platinum blonde. She put too much blue in the toner and walked away from me. Normally I do my hair myself and told her to be careful not to dye my hair blue, which she proceeded to do. Due to XXXX XXXX XXXX I sought her assistance. She then cut, without my consent, my hair short due to my hair then being dark blue. I asked for the manger to call me and to date the manger has refused to do so. I made disputes with Citizen Bank. I refiled the disputes. The dispute department refused to allow contact or to even acknowledge the claim numbers upon 2nd dispute. I emailed XXXX whom to date has not responded back. I made them aware they are now part of my complaint to you. Please assist and hold Citizens Bank accountable to protect its consumers. Thank you, XXXX XXXX
Company Response:
State: PA
Zip: 170XX
Submitted Via: Web
Date Sent: 2021-04-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-26
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: Citizens One Mortgage. After 5 months I'm trying to refinance with cash out I have thrown in the towel. I have bent over backwards to make sure the process went smooth but was repeatedly asked to submit the same information time and time again was redirected to several people for this refinance only to have the person in charge of it do nothing, but ask for more information and then lie to me and say that we're just waiting on underwriting or we're waiting on title or were waiting on your home Owners Association was always an excuse just a horrible horrible experience ... .. now I'm out {$480.00} for the appraisal cost and the employee that was in charge of this, hides behind emails and his computer and lies!
Company Response:
State: IL
Zip: 60563
Submitted Via: Web
Date Sent: 2021-04-26
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A