Date Received: 2021-03-10
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My mortgage loan was sold to Citizens Bank NA a bunch of years ago, I did not choose this bank to service my loan. I paid off my mortgage back in XX/XX/XXXX, and received confirmation that it was payed off. I have been waiting for my mortgage satisfaction/discharged ( to close out the lien ) to be recorded along with paid off loan documents to be sent now for over 5 months! New jersey requires a satisfaction/discharge to be recorded within 30 days, it has now been close to 5 months with no signs of any recording of any cancellation/satisfaction/discharge! All I get from customer service is 'our lien release department is busy, please wait longer ' after reaching out multiple times. This is unacceptable, this is violating NJ state law ( XXXX XXXX XXXX ). I have also reached out to XXXX, where they sent me a copy of the discharge paperwork, however the documents have not been recorded by the count clerk, and is verifiable online. I have reached out countless times, and am getting nowhere, and have waited long enough and wasted enough of my time tracking this down. This is for mortgage account/loan number XXXX. Dates with customer service discussions : XXXX XXXX Complaint : XX/XX/XXXX, a discussion on phone on XX/XX/XXXX, left a voicemail without return to Chairmans office on XXXX
Company Response:
State: NJ
Zip: 07960
Submitted Via: Web
Date Sent: 2021-03-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-03-09
Issue: Managing an account
Subissue: Funds not handled or disbursed as instructed
Consumer Complaint: CITIZENS BANK is retaining {$30000.00} from a check I issue to Mr XXXX XXXX, my carpenter contractor. My bank ( XXXX XXXX ) negotiated my check and send the money to CITIZENS BANK to pay Mr XXXX XXXX, in XXXX XXXX. I attached photos of check and fotos of my business with EIN. To proof A legal business.
Company Response:
State: MA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2021-03-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-03-09
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I contacted my mortgage lender XX/XX/21 requesting an updated payoff letter. Since then I have made over 20 calls and. Have yet to receive it. I have had to push my closing date back twice. I believe that the lender is intentionally withholding my payoff because I am refinancing and moving to another lender. This delay is costing me money as interest keeps accruing.
Company Response:
State: IL
Zip: 60504
Submitted Via: Web
Date Sent: 2021-03-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-03-09
Issue: Opening an account
Subissue: Didn't receive terms that were advertised
Consumer Complaint: I signed up for a promo offer whereby they offered {$600.00} to open a checking+savings account with direct deposit and at least {$15000.00} deposited up front and {$500.00} deposited within 60 days. They only paid XXXX. I had a phone conversation when I opened the account in ( XX/XX/XXXX ) to confirm everything was done correctly ( after I funded and set up direct deposits ), which they confirmed was done properly. Of course, now they are saying there was some technicality on the back-end with an opening date on one of the accounts not being exactly the same as the other ( I opened and funded both accounts on the same day ( XX/XX/XXXX ) ). I have spoken to 2 people after waiting on hold for over an hour each time, and both hung up after putting me on hold while getting manager. Dont do business with Citizen 's Bank! They will not honor the promotions, even if they confirm they will!
Company Response:
State: NH
Zip: 032XX
Submitted Via: Web
Date Sent: 2021-03-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-03-08
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Citizens is deducting taxes from my monthly payment and I am tax exempt as I am 100 % XXXX from XXXX. I have reached out to citizens more than 10 times since last XXXX faxed numerous documents from the tax accessor XXXX cty. No response from citizens. They should not be holding my money in escrow and reset my monthly payment. I can never get a straight answer when I call them.
Company Response:
State: IL
Zip: 61761
Submitted Via: Web
Date Sent: 2021-03-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-03-07
Issue: Problem when making payments
Subissue:
Consumer Complaint: Their website or phone service does not allow you to pay off your loan early. The only option to " make a payment '' leads to editing your credit card or debit card details. I called their customer service number to see how I could make a larger payment on the loan, that wasn't the monthly scheduled one, and the representative said that I have to wait for the website to be fixed. Unfortunately, there has not yet been a fix and there is no way to pay off the loan early. This means that Citizens One can collect more interest on the loan and keep me in debt, despite my ability and desire to pay off my loan.
Company Response:
State: IL
Zip: 60045
Submitted Via: Web
Date Sent: 2021-03-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-03-05
Issue: Opening an account
Subissue: Didn't receive terms that were advertised
Consumer Complaint: In complaint # XXXX, Citizens bank didnt explain at all why they disqualified me for saving account opening bonus. I did open the saving account with $ XXXX deposited for three months as required in the banks flyer. Flyer and bank statement are attached.
Company Response:
State: NY
Zip: XXXXX
Submitted Via: Web
Date Sent: 2021-03-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-03-05
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I called Citizens One to discuss the Covid relief program and was told the deferment plan would allow you to skip a payment for three months, then you would resume the mortgage payments and if additional assistance was needed to contact them. I received a letter dated XX/XX/XXXX - regarding my request for loan assistance and the implementation of a 90 day forbearance of my loan with the ability to extend, if NEEDED. I received a letter dated XX/XX/XXXX stating my forbearance plan is ending soon and that the payments that were not received will become due unless other arrangements are made. I then received a letter dated XX/XX/XXXX stating that they could not reach me and that they would be extending the forbearance plan for an additional 90 days. I called and told the loss mitigation department I did not want an extension, and was told they had no control over the situation. I received a letter dated XX/XX/XXXX regarding a partial claim modification and on XX/XX/XXXX I contacted the Loss Mitigation department regarding the letter about the foreclosure prevention option : Partial claim. I stated that I did not want to participate in the foreclosure program and I wanted to pay my loan up to date. I was given the amount of {$3700.00} and paid it on this date, bringing it current. I told the loss mitigation department that I wanted a letter stating that I am no longer in foreclosure and that my loan is current. I was promised that I would receive such letter, to date I have yet to receive such a letter. I was also reassured by this department that my payments would resume by automatic draft as they were paid before. I received a letter dated XX/XX/XXXX - which stated that my forbearance plan is ending soon, it was the exact letter dated XX/XX/XXXX. On XX/XX/XXXX - I called the loss mitigation department to make a payment for the month of XXXX, since this is the only way I can make a payment. I was told that I did not owe a payment and am currrent. I also inquired about the letter stating I am no longer in forbearance and am current and was told it would be coming some time this week. I called Citizens One on XX/XX/XXXX and a young lady in another country looked up my information and told me my payment of {$880.00} was in suspense and she didn't know why. I explained to her that the loss mitigation told me on XX/XX/XXXX that I was current. She had no explanation. I explained to her that my Citizens One mobile app stated that I am past due. The young lady asked me about refinancing, I told her I did not request to refinance. She said it was mentioned in the paperwork.
Company Response:
State: NC
Zip: 28655
Submitted Via: Web
Date Sent: 2021-03-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-03-05
Issue: Managing an account
Subissue: Problem making or receiving payments
Consumer Complaint: Hi my name is XXXX XXXX and Im contacting you guys on behalf of my self and my problems with my accounts at citizens bank. 6 months ago my mother and I had got into a fight and because of the fight she transferred my XXXX dollars into her XXXX account, my mom then decided now that since it was time and since I was going to be moving out she transferred the money back to the account I have jointed with her and from there I transferred it into my new account that I just made recently in my new account I had XXXX something dollars in that account before I added what was left from my XXXX dollars that I originally had that my mother had taken 6 months ago into my new account and the amount I had was XXXX. So I transferred the XXXX into my new account and now my funds are on hold because I called the bank many times and the representatives I had spoken too couldnt tell me much about my account and why I couldnt see the money but that my funds in total were there, since I had XXXX something in my new account when I added the XXXX that left me with XXXX I took XXXX out a couple days ago and I shouldve remained with XXXX but my XXXX came in today and I transferred the funds into my new account because I didnt want my mother to steal my money and now my taxes are also on hold with the rest of my money. I was told by the representatives that my funds were under further review until the XXXX of this month and that I should receive a letter in the mail telling me how to continue and Im filling this complaint because my funds shouldnt be on hold because I did nothing wrong I have my bank statements and my pay stubs to prove that the money I had in my account were mine 6 months ago before my mother decided to take it from me and use it. I finally get the remainder of what I had back and now Im having troubles with my bank and the fact that they cant tell me why so Im just hoping and praying that you guys can give me answers were my bank couldnt and please help me so that I can use my money I have bills to pay and I cant wait till the XXXX of this month just to hope that my money will no longer be under review which I still dont know why its under review I really hope you guys can help me Ive never had any problems like this going on two years that Ive had citizens bank and now this is happening to me which i feel is wrong especially if I cant get a reason why from them.
Company Response:
State: RI
Zip: 02895
Submitted Via: Web
Date Sent: 2021-03-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-03-05
Issue: Attempts to collect debt not owed
Subissue: Debt was result of identity theft
Consumer Complaint: I was the victim of identity theft with Citizens One personal loans in XXXX of XXXX ( two different loans ). I did all requested procedures including a Police Report and was told I wouldn't need to pay. I filed a FTC report in XXXX of XXXX to document the incident ( FTC report # XXXX ). My credit has been frozen since XX/XX/XXXX. The only way for an account to be opened up with my information is for me to unfreeze all XXXX credit bureaus. On XX/XX/XXXX I received the same letters from Citizens One saying they have not received my payments. One letter sent to my house, the other sent to my mothers ( I have not lived with my mom in 20 years ). The accounts are : loan # XXXX loan # XXXX I have made many attempts to contact Citizens One using the phone number sent on collection letter. I have never spoken to anyone but get put on hold. I have waited for over 30min before Citizens One hangs up the phone. I have also called the fraud line number that I received last year and the number is no longer in service. My complaint is three fold : 1. These account have should have been closed last year and flagged by their fraud department. 2. Nobody should have been able to open an account in my name because my credit is both frozen and flagged as fraud. 3. I have been unable to contact anyone at Citizens One regarding this matter. XXXX XXXX XXXX XXXX XXXX
Company Response:
State: CA
Zip: 92503
Submitted Via: Web
Date Sent: 2021-03-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A