Date Received: 2021-02-04
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My mortgage company, Citizens Bank, has removed all options to speak to a person through their customer service phone line. There is no opportunity even to hold to speak to someone, you are only able to schedule a 2 hour window on a day in the future for them to call back. Recently, I needed to speak to them about their misapplication of a principal payment, and when I received a call back two days later, the connection was sporadic on their side and eventually I was cut off before finishing the conversation and no one called me back to finish the call. So, now the only way I can finish the discussion is to get back on the schedule for another 2 hour window when I have to sit by the phone to make sure I dont miss it. I work a full time job and cant be certain Ill be available for the entire 120 minutes of this ridiculous process. I should be able to call and speak to a person regarding my mortgage on my own schedule, not theirs.
Company Response:
State: NC
Zip: 28210
Submitted Via: Web
Date Sent: 2021-02-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-02-04
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My school tax and city tax were incorrectly documented in my escrow account. I provided Citizens Bank with the accurate amounts for both but neither had been updated. They paid the correct city tax amount of {$3500.00} in XX/XX/XXXX but did not update the amount on the escrow account which they kept at {$25000.00}. I called the company multiple times over the course of 4-6 weeks ( XX/XX/XXXX until XX/XX/XXXX ) to have these updated and each time I was told it was in process. When I would call back, I was informed that nothing had been done yet and they would resubmit. This happened on multiple occasions. I was even told that I would have a manager call me within 24 hours to talk about this, but I was never called back. This also happened multiple times. I kept calling with frustration because my mortgage payment is off by almost {$5000.00} with these incorrect tax assessments, and I was frantically trying to get my payment adjusted to the normal amount, but Citizens could not get it together to make any adjustments. My school tax bill which is {$18000.00} which they also paid and have documentation of from the township remains at {$31000.00} on the escrow account. I finally called 2 weeks ago and was promised it would be " expedited '' or at least no longer than XX/XX/XXXX to be figured out. Today is XX/XX/XXXX and it has not been rectified and I am on the phone with Citizens again today and they are unable to resolve my issues. This is terrible customer service and business practice. They have no intention of making good on any of their promises and are causing me to pay thousands of dollars more than I need to keep in escrow at a time when not a lot of people have cash sitting around. I have no confidence in this bank nor do I trust any of their monetary practices. In what business is it acceptable to have such bad accounting practices. It is completely unprofessional. I have called Citizens so many times to resolve these issues but no one can help me so I am looking for an outside entity that can help me. I will never use them again for any type of mortgage or loan. I simply not trust the business practice or ability to manage money. Fortunately they have documentation of all the phone calls I have made with their empty and fake promises.
Company Response:
State: PA
Zip: 196XX
Submitted Via: Web
Date Sent: 2021-02-04
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-02-03
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I paid off my mortgage in full on XXXX ( Citizen One mortgage # XXXX XXXX. There were three payments made by my bank following pay off - XXXX, XXXX and XX/XX/20. The first two payments were refunded by Citizens One. However, the XX/XX/20 payment of {$2200.00} has not been refunded. Since it was paid using the automated bank to bank bill pay transfer with Check Free as the intermediary, my bank is unable to return the money. Citizen One claims that they refunded the money to Check Free on XXXX but to date has not provided any datils of the refund or trace #. I have spent hours of my time to get Citizens One to refund and am now working with Ms XXXX XXXX ( Customer Service Manager at Citizens One, email XXXX, phone XXXX ). I believe Citizen One lacks the process and checks in place address overpayments and has failed to refund the funds in a timely manner. Citizens One is quick at charging customers late fees but what about holding consumer funds for two months? who pays for teh consumer time and financial loss?
Company Response:
State: NC
Zip: 27517
Submitted Via: Web
Date Sent: 2021-02-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-02-02
Issue: Problem caused by your funds being low
Subissue: Overdrafts and overdraft fees
Consumer Complaint: Hello, I currently bank with citizens bank. My name is XXXX XXXX, from XXXX, NY. my checking account at citizens was overdrafted and was put at a negative number. I was in the process of transferring funds to the account so it would be back to {$0.00}, but they put the account under review. that was a week ago, and they won't give me any of my money or tell me what's going on. I have so many bills to pay and need my account to be unlocked!
Company Response:
State: NY
Zip: 144XX
Submitted Via: Web
Date Sent: 2021-02-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-02-01
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I Obtained a conventional loan from Citizens Bank where escrow was not an option. Discovered after the loan closed, I was incorrectly charged private mortgage insurance ( PMI ). I received instructions from Citizens on XX/XX/XXXX with conditions for PMI cancellation. Requested PMI policy cancellation and refund of money paid/escrowed on XX/XX/XXXX explaining I was charged PMI in error. Further explained I qualify for cancellation based on criteria Citizens sent under Option 2 : " if your loan is less than 2 years old the principal balance must be 80 % based on current appraisal '' My current appraisal that the bank utilized to secure the loan is {$150000.00} my loan amount is XXXX therefore my loan to value is under the 80 % threshold and I should not have been charged the PMI under Citizens own guidelines, I provided copy of all supporting documentation. My request to cancel PMI was unfairly denied with inadequate explanation.
Company Response:
State: OH
Zip: 44212
Submitted Via: Web
Date Sent: 2021-02-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-02-01
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: Dear Sir or Madam : I applied for a mortgage back in XX/XX/XXXX for an apartment I was purchasing. The apartment was {$240000.00} and was intending to borrow 80 % ( {$190000.00} ) and put down a payment of 20 %. I have perfect credit and had, at the time, almost {$500000.00} in my investment account. In XXXX, I was furloughed from my job as a professor at XXXX XXXX XXXX where I made {$91000.00} in XXXX ). I was told that because I no longer have the job, I was going to be denied. Having asked my mortgage broker what to do, he said have your father cosign the loan. My dad is retire, but also has perfect credit and has {$1.00} XXXX in liquid asserts as well as a house worth {$750000.00} that is fully paid for with no debt. They told me they were starting a new application in the beginning of XXXX XXXX I have emails to prove this ), but this was not started until XXXX as attached documents show. I was told that because he is retired, we STILL would be denied, but that using all of our income together ( by this time, my investment account had ballooned to {$700000.00} ), I can qualify for an interest-only ARM at a higher rate. The payment would be only {$560.00} a month. I told them to do it, even though I had to refinance after 10 years. Although it was not optimal, I felt I had no choice. After waiting 6 more weeks ( this is now almost 5 months and the owners of the apartment were frustrated ), I was told on XX/XX/XXXX that I was going to be denied. I just received the denial letter, which claims tha t there was insufficient cash as well as unable to verify income. Both of these are untrue as I was told this would be enough for such a small loan and they were provided all documentation. I feel that this was incompetence and misrepresentation of the broker and on the bank to string me along for over 5 months for such a small loan for someone who was furloughed, with perfect credit, a cosigner, more than {>= $1,000,000} in liquid funds, and applying for an interest only loan. I believe based on the denial letter, that I was not fairly evaluated ; documents were probably not even looked at ( considering that there is 15 times the amount of cash to back up the small loan ) and was led to believe I would be approved, especially since I have spent my whole life with perfect credit and due to COVID, was furloughed and would soon get either my job back or another.
Company Response:
State: NY
Zip: 11230
Submitted Via: Web
Date Sent: 2021-02-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-01-31
Issue: Written notification about debt
Subissue: Didn't receive enough information to verify debt
Consumer Complaint: I XXXX XXXX make a sincere request to three of my creditors, for relief of a one-time late payment during a month where I was hospitalized for XXXX from XXXX. I am a veteran of the United States XXXX, and I served in the XXXX during the invasion and ultimate success in securing freedom for XXXX. However, over the years I dealt with the XXXX problems, and in XX/XX/2019 I was hospitalized where I had no access to pay my bills on time. Several creditors already removed the 1 X 30- day late payment as a courtesy to a military veteran. I am now XXXX % covered by military XXXX, and I also work full time running my own business. I believe that my business will go through high growth periods over the next five years, and my excellent credit history was always a priority in my life. Accordingly, I respectfully request the XX/XX/2019 late payment as I was not in any position to attend my affairs. I am now healthy but there was a short time in my life, dealing with XXXX was impossible. I thank you for any consideration you can show me. Thank you. XXXX XXXX
Company Response:
State: MA
Zip: 01201
Submitted Via: Web
Date Sent: 2021-01-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-01-30
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I contacted Citizens One Home Loans and spoke with a woman with the initials XXXX, on or around XX/XX/XXXX and requested the removal of my PMI. I received a letter dated XX/XX/XXXX the letter contained instructions on how to authorize and remove the PMI on my conventional mortgage loan. One of the requirements listed within the letter was ; you must be current on your monthly mortgage payments, no payment have been 30 days or more past due within 12 months, no payment have been 60 days or more past due within 13-24 months of the date we receive your request, the principal balance must meet or be reduced to 80 % of the original value. I spoke with XXXX again on XX/XX/XXXX, I asked her If my loan is currently suspended/forbearance will it affect the outcome of my request? She assured me, being on a suspension/forbearance puts my account on hold, the payments are not past due and will not be an issue as long as the BPO comes back at {$230000.00} or higher. Having been given this information, I mailed a written request along with check number XXXX in the amount of {$100.00} to Citizens One Home Loans. Check number XXXX was cashed on XX/XX/XXXX. I was contacted by real estate broker XXXX XXXX on XX/XX/XXXX, the inspection of my property was conducted on XX/XX/XXXX. I received a letter dated XX/XX/XXXX stating We have determined that the requirement ( s ) for cancellation have not been met due to the below marked item ( s ). reason being The requirements are ; you must be current on your monthly mortgage payments, no payment have been 30 days or more past due within 12 months, no payment have been 60 days or more past due within 13-24 months of the date we receive your request, the principal balance must meet or be reduced to 80 % of the original value. I contacted Citizens One Home Loans on XX/XX/XXXX, and confirmed the deferral of payments, and also made the XXXX payment, I also requested to speak with XXXX. I was told a request had been sent to her, and she will get back to me within 24-48 hours. I never receive a return call. I left a message for XXXX XXXX in the Office of the Chairman on XX/XX/XXXX, her voice mail informs callers a call will be returned within 24-48 hours, I never received a return call from her. Per XXXX XXXX COVID Ref Guide ref pg 15 Borrower-Requested Cancellation of Borrower-Paid Mortgage Insurance, Mortgages restored to current status under the COVID-19 payment Deferral, the borrower must make 3 consecutive payments following the settlement of the COVID19 Payment Deferral to meet this qualification requirement. I called Citizens One Home loans today and was told the BPO will only be good for 90 days and will expire before my qualifications have been met. I did request a refund today and was on hold for almost an hour, with nothing resolved.
Company Response:
State: NV
Zip: 89129
Submitted Via: Web
Date Sent: 2021-01-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-01-30
Issue: Problem with the payoff process at the end of the loan
Subissue:
Consumer Complaint: I applied for a Personal Loan with the XXXX XXXX XXXX " Citizens One Loan XXXX '', back in XX/XX/XXXX. I was approved for the loan. I paid off the loan XX/XX/XXXX. Originally I was told that I would be billed through the XXXX XXXX XXXX XXXX, and every payment would be reported to the credit bureaus. Now that I have paid off my Personal Loan in advance, Citizens One ( Citizens Bank ) is refusing to notify the credit bureaus that the loan was satisfied in good faith. And they make it very hard for you to pay them. The payment options are unjust and should expand. The financing company refuse to be linked to other banking institutions, refuse to give the customers their payment address and contact information in order to pay through the customer 's banking institution. ( Unable to make payments through the customers BILL Pay Option ). They lack transparency. Now Citizens One aka Citizens Bank informed me that they only report late payments to the credit bureaus and they are no longer reporting when a Loan is paid in full! This is unfair and unethical. My timely payments should reflect on my credit reports.
Company Response:
State: NY
Zip: 10024
Submitted Via: Web
Date Sent: 2021-01-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-01-30
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My mortgage company 's " Loan to Value LTV calculator '' is incorrect and deceiving. Attempting to pay a lumpsum to bring my mortgage to 78 % LTV in order to remove my mortgage insurance, using the provided " Loan Calculator ''. I submitted in excess the required amount to reach 78 % Loan To Value, yet the Loan Calculator is now displaying a new amount to reach 78 % loan to value. I previously experienced issues with this bank regarding their failure to submit my property taxes on time.
Company Response:
State: TX
Zip: 77009
Submitted Via: Web
Date Sent: 2021-01-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A