Date Received: 2021-03-14
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: I have been trying to refinance my home mortgage from Citizens Bank to XXXX. I currently have a 30-year 4.75 % mortgage with Citizens and I'm trying to refinance with XXXX to a 15-year 2.50 % mortgage. I applied at both Citizens and XXXX to refinance. It took Citizens over a month to respond after reaching out to their Home Loan Officer. After getting paperwork signed with XXXX on XX/XX/2021, they have kept me up-to-date with everything along the way. The Loan Advocate with XXXX reached out to me on XX/XX/2021 to let me know that the last thing needed to close this refinance was the Payoff from Citizens Bank. She said she has been trying to contact Citizens since XX/XX/2021 but she continuously is told that she has to wait 5 more business days, then has to call again later to reopen another ticket. She called again on XX/XX/2021 and XX/XX/2021, when she says Citizens hung up on her. I called Citizens on XX/XX/2021 and I was hung up on when i tried to reach out. I took a half-day off work on XX/XX/XXXX to go in-person to speak with someone to make sure everything was taken care of. The woman I spoke to said XXXX would get an email within 20 minutes. The following day, the XXXX XXXX XXXX said that she did not receive anything from Citizens so I called their Mortgage XXXX phone number. I was on hold for so long I had to get off the line because my lunch break was over and the woman I spoke to said she would call me back. She did not. My XXXX " Lock-In Agreement '' expires on XX/XX/2021 and it should not be this difficult to close because the woman at Citizens said they " refinance all the time, this shouldn't be a problem ''.
Company Response:
State: OH
Zip: 43614
Submitted Via: Web
Date Sent: 2021-03-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-03-14
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I have a mortgage through citizens one. I have been furloughed from my job at our local XXXX in XXXX Pennsylvania since XX/XX/2020. I have never missed a payment. In XXXX and XXXX Pennsylvania had issues where they could not pay unemployment for two months. After I paid my XXXX payment I contacted my bank and asked to be put on the Covid relief for three months. I was told I was the next month I got a late fee and was told now theyre gon na put me on it. Again the next month I got a late fee and again was told they were going to put me on it. Now Im in the third month now Im getting threatened of to get in the house taken away even though Im supposed to be on the Covid relief with my fha loan. I am beyond upset I have contacted my mortgage company several times about this issue since I signed up. Each time its the same thing and I keep getting more letters from my bank. My next step I will want to call an attorney and I think I have rights to sue them for all this because Ive done everything Im supposed to.
Company Response:
State: PA
Zip: 165XX
Submitted Via: Web
Date Sent: 2021-03-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-03-13
Issue: Incorrect information on your report
Subissue: Information belongs to someone else
Consumer Complaint: someone using my Address and name to get credit in there name when I try to open up a bank account with citizens bank they closed my account out for fraud that I never done! after I cashed my unemployment checks.
Company Response:
State: PA
Zip: 15221
Submitted Via: Web
Date Sent: 2021-03-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-03-13
Issue: Managing the loan or lease
Subissue: Billing problem
Consumer Complaint: at loan inception I started paying extra down on the principle.XXXX I continued to receive the monthly billing but the interest payment kept going up despite paying down on the principle. I addressed this immediately only to get BOGUS lies and excuses then they sent a regular payment worksheet showing interest payments ONLY with minimal regular payment. BUT those interest numbers dont agree with anything nor my payments. matter of fact after their bogus lies now I have proof they are bilking me for interest charges over charges. documented facts : paying extra down on the principle when I can beside the regular mo. payment. XXXX XXXXprinciple balance was XXXX I was charged XXXX interest on that figure in the XX/XX/2021 mo bill. XX/XX/2021 principle balance was XXXX I was charged XXXX interest on that figure in the XX/XX/2021 bill the regular payment billing info they sent me had nothing to do with my actual payments but show the interest on XXXX, XXXX principle as XXXX thats document they sent me. none of their numbers even match anything Ive paid them nor the excess they have actually been charging in interest. I complained already and its impossible to even reach a person. I was only able to inform them Im turning them in and Im sick of being overcharged interest when Im paying down on the principle and none of their numbers match anywhere.. figures do not lie ... citizens one does. Im being overcharged interest payments on a higher principle that doesnt exist. Ive told them time and time again to LOOK they dont. they havent corrected this and this month I see the interest rate was elevated for a shorter month of the year XXXX. the math doesnt add up period. They DO know Im trying to pay off the loan in advance of term because the warranty on the car runs out before final payments the term of the loan.. I TOLD THEM THIS FACT so appears they are trying to recoup the interest charges they wont get now by over charging me interest now. That is apparent to me because the interest figures dont even agree with the principle balances they sent me for regular payments non inclusive of extra payments toward the principle. its apparent to me they have no intention of correcting this fact either they make up lies about delays and daily interest none of which actually apply if they were honest. citizens one is a scam outfit and corrupt. I have the documented proof they cant even do math or figure actual interest correctly and they have never properly addressed this or my prior complaint of the same. you can easily see they elevate the interest charge despite the declining principle. it shows they are ripping me off they are in default of their own loan because they cant maintain proper application of payments received. e transfers are immediate they dont take 7 days or what ever excuse they were trying to use when I first noticed this and they only sent me minimum regular payment data month by month which had nothing to do with my ACTUAL payments. right now Im paid ahead to near XX/XX/2021 per current principle balance and the paper they sent me says the interest would be XXXX on an actually higher principle of XXXX higher than current actual principle balance of XXXX yet they charged XXXX interest. this bank is a scam and I pay the bill as soon as it arrives in the mail WELL before any due date. and numerous months I have made extra payment toward the principle. the bills show the payments I made BUT the interest charges do not reflect the lower principle or per the term payments interest list they sent me.. they are bilking me higher than regular payments they show on that hard copy they sent me. they are charging me more interest than that even shows on close principle amounts. they have not corrected this and continue to over charge me interest payments. which lower the principle payment applied as well..its a scam they are aware Ive complained and they have never addressed the actual issue now they are overcharging interest again. Im not making payment until I get satisfaction this is being addressed and corrected PROPERLY.. they have defaulted ion their own loan citizens one is a rip off and overcharges interest payments.. payments in general are not applied properly they make up their own rules and NONE of their figures even agree with their own math. this is a rip off company.. the interest should be going DOWN as the principle goes down but obviously it isnt. the interest cost has actually gone up despite the principle coming down. I dont want to do business with this crooked company.
Company Response:
State: NY
Zip: 134XX
Submitted Via: Web
Date Sent: 2021-03-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-03-13
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: On XXXX XX/XX/2020, I attempted to pre-order an XXXX XXXX XXXX using XXXXXXXX XXXX " XXXX All Access '' program. I chose XXXX as the vendor and, after completing the order, realized the XXXX XXXX was replaced with an XXXX XXXX XXXX I tried to cancel the order and was told it could not be canceled and I would need to return it once received. The day it arrived, I returned it using the RMA label provided via the All Access portal. There were no email addresses or phone numbers for me to check the status. Citizens One advised me that once I returnedthe XXXX, the account would be closed. A couple of months later, I received late bill notices from Citizens One. I checked my credit bureau report and discovered a derogatory history from Citizens One indicating I was delinquent. I have spoken to Citizens One several times for hours at a time, and each time I was told a manager is reviewing the matter. Citizens One eventually verified the XXXX was returned butstated they would not close the account until their contract partner " XXXX '' credited the loan back. I was assured that the account was not in collections, yet I still get monthly emails, letters, and text messages from the collections department, followed by lengthy phone calls that lead to no results. To date, no manager has called or emailed me to resolve the matter.
Company Response:
State: VA
Zip: 20152
Submitted Via: Web
Date Sent: 2021-03-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-03-12
Issue: Attempts to collect debt not owed
Subissue: Debt is not yours
Consumer Complaint: I received a letter from Citizens One Personal Loans saying I did not pay my monthly payment of {$480.00} on XX/XX/XXXX. I have no idea what this is about. I did research and it did not appear it was fraudulent. I called them and the person in the Late Payments Recovery Department said they do not see me in the system and would transfer me to the Billings Department. They said it from from an XXXX XXXX purchased XX/XX/XXXX. Unfortunately I gave them the last 4 of my SSN. I then called XXXX and they said it is a phising scheme. My account had nothing due on it. I'm not going to call the company again. They suggested I file a complaint here.
Company Response:
State: CA
Zip: 94024
Submitted Via: Web
Date Sent: 2021-03-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-03-12
Issue: Problem caused by your funds being low
Subissue: Overdrafts and overdraft fees
Consumer Complaint: I have been charged over {$800.00} of overdraft fees. I never enrolled in overdraft protection! I disenrolled and for some reason I am enrolled again. We are in a pandemic and they shouldnt abuse people the way they have been abusing me. Every time my account goes negative I made sure it was positive but I have been charged {$37.00} about more than 25 times and I feel like that is excessive
Company Response:
State: NY
Zip: 10467
Submitted Via: Web
Date Sent: 2021-03-14
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-03-10
Issue: Problem caused by your funds being low
Subissue: Overdrafts and overdraft fees
Consumer Complaint: Hello, On XX/XX/2021 upon checking my account I had a balance of over XXXX. I made a few purchases on XX/XX/2021. On XX/XX/2021 upon checking my account it was a negative balance of over XXXX. I contacted Citizens Bank on XX/XX/2021 and spoke to a banking representative. I explained my situation and the representative placed me on hold. After returning to the call she explained that there had been an banking error with the system on XX/XX/2021 that caused several transactions to disappear from the customers account. The representative assured me that Citizens was in the process of correcting this error and the accounts. I asked the representative how this would affect the over draft balance of over XXXX dollars on my account. I check my account on a daily basis and follow all transactions. The representative responded by saying that the accounts would be taken care of including the overdraft. Not confident with this response, especially due to the significant amount associated, I asked to speak to a manager. Upon speaking to a manager, she confirmed that the bank did occur technical errors on XX/XX/2021, however they would not be charging overdraft fee 's to the account. I asked the manager who would be responsible for the transactions suddenly disappearing causing for confusing in the balancing of the checking account. The manager stated that the bank would not be responsible for transactions made even though their system a problem occurred with their system that caused several transactions to disappear. I asked the manager to speak with someone above her and she stated that there was no one else that I could be transferred to. I do not feel that customers should be held responsible for banking errors. This situation has been very confusing and frustrating and without receiving any assistance from banking representatives at the institution that you trust with your funds it is very frustrating. I would appreciate any assistance in this issue.
Company Response:
State: MI
Zip: 48174
Submitted Via: Web
Date Sent: 2021-03-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-03-10
Issue: Trouble during payment process
Subissue:
Consumer Complaint: XXXX XX/XX/XXXX Property taxes due. Notice sent directly to Citizens One. XXXX XX/XX/XXXX Loan Closed. ( Escrows were not netted ). XXXX XX/XX/XXXX received late notice from XXXX County. Property taxes were not paid and overdue. Amount due : {$2800.00} Late fees : XXXX Between XXXX XX/XX/XXXX and today, I and my mortgage broker have contacted Citizens several times ( More than 10 ) and get a different response every time. Was told to call back on XXXX XX/XX/XXXX and " if I had not received a check, they would over night me one. Mortgage Broker : XXXX XXXX XXXX XXXX XXXX XXXX phone XXXX XXXX Called XXXX XX/XX/XXXX and all case info was gone. Like I never called. XXXX XX/XX/XXXX Broker called to get an update and I was told to NOT contact Citizens again. XXXX XX/XX/XXXX Called, Tried to prevent me from filing a complaint by not giving names or NMLS IDs. On hold for 35 min. Never connected me and got disconnected after being on the phone for 41 min. Call ending XXXX XXXX XX/XX/XXXX. XXXX XX/XX/XXXX Called to get update. Spend 47 min on the phone. Servicer refused to give me her ID or name and said that it was my current mortgage companies fault or the title company. Broker said that is 100 % not possible or accurate. Asked to speak to superior but she kept talking over me reciting something she was reading. I never got an answer or to speak to superior. Law says loan servicer is responsible for taxes till they are no longer servicing the loan. They did not pay the taxes when they were the servicer. No one has called, mailed, emailed me. No communication at all since my first call XX/XX/XXXX. I would like a check or wire for the taxes and the late fees : {$2800.00} Late fees {$610.00} * I am a XXXX XXXX XXXX XXXX in the XXXX of Virginia # XXXX
Company Response:
State: VA
Zip: 23229
Submitted Via: Web
Date Sent: 2021-03-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-03-10
Issue: Incorrect information on your report
Subissue: Information belongs to someone else
Consumer Complaint: There are unknown hard inquiries on my credit report. Im requested the verification of the inquiries and the method of verification. CITIZENS BANK Inquiry : XX/XX/XXXX, XXXX XXXX Inquiry : XX/XX/XXXX, XXXX XXXX XXXX XXXX. XXXX, XXXX. But companies did not provide the following proof : Permissible Purpose My written authorization Proof that I personally initiated these inquiries. I did not authorize anyone employed by these companies to make any inquiry and view my credit report. This is a violation of the Fair Credit Reporting Act Section 1681b ( c ) and a serious breach of my privacy rights.
Company Response:
State: CA
Zip: 95020
Submitted Via: Web
Date Sent: 2021-03-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A