Date Received: 2021-04-19
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: I recently attempted to get pre-approval for a mortgage to buy a new house after obtaining a contract on my existing home. I was not aware of any problems with my credit and knew of no issues that might affect me getting pre-approved for a new mortgage. However, the mortgage broker I enlisted said that my current mortgage company, Citizens One, showed me as being 60 days late on my XXXX payment. I have bank statements ( attached ) showing payments made from XX/XX/XXXX to the current date, XX/XX/XXXX, for the balance due, plus additional principal payment, in the amount of {$1600.00}. I have repeatedly called Citizens One but all attempts at getting anyone to help me have been unsuccessful. They will not work with the credit bureaus to remove the 60 day late notice from my credit report. They continue to refuse my requests to speak with someone that has the authority to help with my request. I have been treated with callous indifference by everyone I have spoken to. As a result, I am at their mercy and will be homeless when I close the sale of my house unless I can get this corrected.
Company Response:
State: AL
Zip: 35216
Submitted Via: Web
Date Sent: 2021-04-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-18
Issue: Charged fees or interest you didn't expect
Subissue:
Consumer Complaint: Citizens One billed me for a loan to pay for an XXXX XXXX all access purchased at XXXX. I never purchased an XXXX XXXX at XXXX and never applied for a loan to pay for the nonexistent XXXX XXXX. The most recent statement asserts a balance of {$870.00}. The last four digits of the bogus account number is XXXX. I do not know the account number. My name is XXXX XXXX, and my address is XXXX XXXX XXXX XXXX, XXXX, Ohio XXXX. The first bill from Citizens One was dated XX/XX/2021, and the transaction date was XX/XX/2021. My first attempt to correct the problem was a telephone call that was transferred to 5 people before it was dropped by the 6th person who I was referred to. The toll free number was XXXX. Thereafter, I was referred to the fraud department at XXXX. Subsequently, I submitted my dispute in writing as directed to Citizens, XXXX XXXX XXXX, XXXX, Nebraska XXXX. A certified letter was sent on XX/XX/2021 and was delivered to XXXX on XX/XX/2021. There has been no response from Citizens One to date. A second statement from Citizens One dated XX/XX/2021 arrived on XX/XX/2021. The billing address is Citizens One, XXXX XXXX XXXX, XXXX XXXX, Illinois XXXX. A letter was sent denying the claim which has now grown to {$870.00}. A copy of the XX/XX/2021 letter was enclosed. Thereafter, a second certified letter was sent to Citizens One at two addresses : Disputes Department at XXXX XXXX XXXX, XXXX, XXXX XXXX and Account Services at XXXX XXXX XXXXXXXX, XXXX, XXXX XXXX. This mailing included the XX/XX/XXXX letter and a new one dated XX/XX/2021. In the second certified letter I asked for relevant documentation in order to file a police report. Citizens One has not responded or acknowledged receipt of my correspondence. They proceed to treat this as a normal loan thereby ratifying the original theft and fraud. At present it appears that Citizens One is trying to profit from a crime. All credit reporting agencies have been notified.
Company Response:
State: OH
Zip: 44118
Submitted Via: Web
Date Sent: 2021-04-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-16
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: I am trying to sublet an apartment that is part of a co-op. I found a sublet who wanted to move in XX/XX/2021. The co-op board requires a " letter of consent to sublet '' from the mortgage lender. In order to start the process I called my mortgage lender on XX/XX/2021. They told me to send them a fax with my loan number which I did immediately. They them sent me a questionnaire ( see attached document ) through the mail which I received on XX/XX/XXXX. The letter also asked for other documents that had to be provided. I am unsure why they could tell me that I would need those documents when I contacted them on XX/XX/XXXX as I lost valuable time getting them from the co-op board. I finally got all the documents and send them to the bank directly by email to speed up the process and impressed on them the time sensitive aspect of this matter ( see attached email correspondence ). I then sent multiple emails asking for updates and it is now XX/XX/XXXX and my point of contact at the bank is telling me she is just now starting to look at the documents and is unsure if she'll be able to send them via email instead of by mail which would take another few days. So in conclusion I started a process 7 WEEKS ago to get a simple document from my mortgage lender in order to be able to sublet my apartment. Due to their negligence and extremely slow process I have been unable to start the lease as expected and I am losing considerable rent revenue and I am at risk of losing the renter as well which would set me back even more.
Company Response:
State: CO
Zip: 816XX
Submitted Via: Web
Date Sent: 2021-04-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-14
Issue: Managing an account
Subissue: Banking errors
Consumer Complaint: The account belongs to my XXXX year old, XXXX XXXX bound, XXXX XXXX aunt and my XXXX year old XXXX XXXX XXXX Veteran father. I was placed on the account in case something were to happen to either of them. My XXXX year old mother and I are also durable power of attorney for my aunt. In XXXX of XXXX ( PRE-COVID-19 ), I was added to the account. My parents and I went to the bank branch and completed the transaction. I was asked to show my license and sign my name, which I did with my current drivers license and legal name. This was all done digitally. I was given no paperwork as proof of what the employee was typing into the computer. In XXXX of XXXX, I requested an ATM card for this account. When it arrived, it had my maiden name on it. I called the bank manager about this error and he told me his bank computers linked my Social Security number to that name and I would have to prove I WASN'T that person. He wanted me to produce additional private documents and bring my parents to the bank again. I told him, because of COVID, I was not comfortable bringing my elderly parents to the bank and especially did not want to give him my personal documents. I told him I would come to the bank and show him my license again. I even offered to show my military i.d . also as a second form of identification. He didn't care. He told me all parties listed on the account had to be present. I explained my concerns over COVID and pointed out that his bank had changed its banking policies due to COVID. Also, I asked how all parties could be present when one of the people listed on the account does not exist. He became irritated with me and told me he had to leave to pick up his child. He refused to fix his bank 's error. I have sent letters to this bank manager, as well as two other corporate agencies in the bank, requesting this ERROR be corrected. I have gotten no response. I have called the 1-800 customer service number for the bank and they told me they couldn't help me. I am now receiving mail in my maiden name at my parents ' home ( the address on the account ), which leads me to believe the bank has released or sold this fraudulent info. I have not had my maiden name in over 20 years and have been married twice since then.
Company Response:
State: MA
Zip: 021XX
Submitted Via: Web
Date Sent: 2021-04-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-14
Issue: Charged fees or interest you didn't expect
Subissue:
Consumer Complaint: Back in XXXX I contacted XXXX XXXX XXXX and told them that I needed temporary alarm system for an investment property. They told me that through them I could get this service and once my home was sold I could transfer the service to the new home owner. Today I contacted the Company and advised them that I wanted to transfer the service. They then advised me that I needed to contact Citizens Bank because Citizens Bank is going to require me to pay off the loan amount since the loan isn't transferable. I never dealt with Citizens Bank when I initially signed up for this. I also wasn't made aware that the loan wasn't transferrable and that I would be responsible for a loan on a temporary investment property. Citizens Bank was never in the picture nor was it clear to me that I was actually doing business with two different companies. This is extremely confusing to the average consumer and I want to cancel my service with both companies without being penalized for misleading and inaccurate information that was provided to me when I initially contacted XXXX to tell them what I needed in a product. Citizens loan id XXXX
Company Response:
State: MD
Zip: 21230
Submitted Via: Web
Date Sent: 2021-04-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-12
Issue: Problem with a lender or other company charging your account
Subissue: Transaction was not authorized
Consumer Complaint: I was in process of purchasing my first home. Lender had offered me a home insurance policy prior to closing date and the amount it would cost I followed up by shopping my own insurance for home I purchased home insurance through different company contacted my lender told them of purchased insurance and corresponding information to access the insurance binder. I also asked them to not purchase the insurance that they offered to me for home I said i was not interested I have it in writing I also have it in writing that they said that message was recieved that i was not interested. I shared new insurance for home this was all taken cared of weeks before closing date. I closed on home and about 1 1/2 months in when making first payment i reviewed billing statement and escrow payments and funds. Noticed that there were 2 open home insurance policies the one bought and the one they were trying to sell me. Payment was made in full to wrong company using my money i placed in escrow. I contacted both Citizens Bank and XXXX XXXX XXXX company to compensate me for error and have the insurance closed I was notified payment has already been received and they would close the account a check would be mailed out to me. I received the check in return there was not a full refund with approx XXXX $ difference what should i do next I am positive this is either human bank error or the old who gets an envelope game that is all so common in todays real estate market
Company Response:
State: MA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2021-04-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-12
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: To whom it may concern, My name is XXXX XXXX, I am the co-signer of my son, XXXX XXXX 's student loan consolidation. Account number : XXXX. He had four loans from XXXX XXXX in which he wanted consolidated. He applied to Citizens Bank. Loan amounts were : {$21000.00} - {$19000.00} - {$4700.00} and {$4600.00}. A total of {$50000.00}. All loans were consolidated on XX/XX/XXXX. We later discovered that the {$19000.00} loan was still active on XXXX XXXX. When we contacted Citizens Bank and informed them of their error, it was pointed out that one loan was misidentified as XXXX XXXX XXXX listed as the original lender. When the error was corrected, Citizens Bank added the {$19000.00} again, totaling {$69000.00}. They had doubled the {$19000.00} loan and added it to the total. The bank had also changed the term from a 15 year pay back to a 10 year pay back without notification. Payments went from {$370.00} to {$500.00}. Accruing interest from XX/XX/XXXX to XX/XX/XXXX with XXXX XXXX in which we had to pay the balance of {$49.00}. XXXX Bank had refused to pay the interest of their mistake. The additional {$19000.00} was eventually removed and the {$50000.00} was restored, however the loan payment amounts and term had not been corrected. I am concerned with the financial harm this has caused my son and myself. Numerous hours of frustration and phone calls have been spent on this to date unsolved issue. Your assistance would be greatly appreciated.
Company Response:
State: NV
Zip: 89801
Submitted Via: Web
Date Sent: 2021-04-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-10
Issue: Managing an account
Subissue: Fee problem
Consumer Complaint: This bank charges fees on pending transactions. I've been charged XXXX in fees. I've had fees waived in the past, I explained with covid direct deposit is sometimes delayed or none. I always get the $ $ in same day b4 XXXX ... even if this is there policy to charge fees on pending transactions, I've begged and pleaded with this bank. I am 1 step away from living in my car. I lost my XXXX, my XXXX due to covid, I've been XXXX. I've been trying to stop the autopays ... the branch in town isn't friendly to XXXX ppl. I just would like a refund and then I'll close the account. I don't want anymore problems
Company Response:
State: PA
Zip: 184XX
Submitted Via: Web
Date Sent: 2021-04-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-09
Issue: Trouble during payment process
Subissue:
Consumer Complaint: This has happened twice : Citizens Bank has attempted to withdraw funds from our Citizens Bank Account to pay our mortgage, as part of an automated payment plan. We have asked this payment to be delayed for one to two days, but the withdrawal is attempted by Citizens, resulting in an overdraft and missed mortgage payments. Citizens has, on both occasions, emailed us saying, " Confirmation : We received your home loan payment ... THANK YOU FOR YOUR PAYMENT Hi XXXX, Thanks for your recent home loan payment. HERE ARE YOUR PAYMENT DETAILS : Process Date : XX/XX/2021 Amount : {$4800.00} Your next payment is due on XX/XX/2021. '' In actuality, even though they confirmed the payment via email, they never withdrew the funds. This has led to one late payment and one nearly late payment. Why is a bank allowed to confirm a payment in writing, but not actually have the payment processed? This leads the consumer to have false assurance that their mortgage has been paid, allows the bank to charge overdraft and late fees as a result, and leads to impacts on credit ratings.
Company Response:
State: MA
Zip: 02176
Submitted Via: Web
Date Sent: 2021-04-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-04-08
Issue: Managing the loan or lease
Subissue: Billing problem
Consumer Complaint: Citizens One bank continual problems and they delegate the blame and responsibilities to persons replying with NON relevant information and misleading information their inability to explain their own actions or inactions ... NOW I made a liump principle payment YESTERDAY via Electronic bank transfer.. their website took the payment and gave this reference number s-XXXX. today a full day later I checked my account just now and it shows NO payment at all from yesterday.. this bank is NOT crediting payments properly or timely more proof how they ripp off extra interest.. as of this writing my account shows no payment yesterday and it was electronic should have been immediate but this bank drags its feet when it decides to credit payments so they can collect extra interest for extra days THATS FRAUD and EXTORTION ... as said before this bank misleads clients as well the garbage they sent me had nothing to do with my actual payments and indicated I was paying more interest than I should be and now I have more proof because they arent even crediting immediate payments on the same day even.. they are bilking the public and you know a few dollars to millions of people adds up every month doesnt it ... ask this bank. My account I checked today doesnt even show yesterdays payment anywhere on my account page so answer me this how did they generate that confirmation number?? and never bothered to credit the account when the payment was actually made???? I think they continue to do this for extra interest monies
Company Response:
State: NY
Zip: 134XX
Submitted Via: Web
Date Sent: 2021-04-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A