Date Received: 2021-01-29
Issue: Trouble during payment process
Subissue:
Consumer Complaint: On or about XX/XX/XXXX, I received an Escrow Account Disclosure Statement from Citizens One Home Loans advising that my escrow account was short for XXXX. I was provided with two options. The first option was to do nothing, and my mortgage payment effective XX/XX/XXXX would be {$3500.00}. The second option was to pay the entire escrow shortage of {$2500.00} in full and my mortgage payment effective XX/XX/XXXX would be {$3300.00}. I chose to pay the entire escrow shortage of {$2500.00} in full, by check, on or about XX/XX/XXXX. I mailed the payment to Citizens One using the envelope and payment coupon provided. The funds from this {$2500.00} payment cleared my checking account on XX/XX/XXXX. On XX/XX/XXXX, I paid a mortgage payment of {$3300.00} ( correct mortgage payment of {$3300.00} rounded up ) to Citizens One for my mortgage payment that was to become effective on XX/XX/XXXX. However, Citizens One failed to properly update my account to show that I paid the escrow shortage in full and reflect the updated mortgage payment of {$3300.00} to become effective XX/XX/XXXX. Instead, Citizens One billed me {$3500.00} for my XX/XX/XXXX mortgage payment the amount that was to take effect only if I did not pay the escrow shortage in full. To make matters worse, on XX/XX/XXXX, I received a mortgage statement from Citizens One stating that I owed {$6900.00} on XX/XX/XXXX. Shockingly, Citizens One did not credit my account with the timely paid XX/XX/XXXX mortgage payment of {$3300.00} ( correct mortgage of {$3300.00} rounded up ). In fact, the statement indicated that my XX/XX/XXXX payment of {$3500.00} ( incorrect amount ) was overdue! The same day, XX/XX/XXXX, I called Citizens One at the phone number on the statement and spoke with a gentleman, whose name I unfortunately did not obtain, who told me that the system showed that I paid the escrow shortage in full. However, he said that Citizens Ones computer system did not post the escrow shortage payment correctly or update my XX/XX/XXXX payment to {$3300.00} as it should have. He stated that he would correct my account and to disregard the incorrect XX/XX/XXXX mortgage statement. Remarkably, he said that he receives calls like mine every year and he did not understand why Citizens One had not made updates to their system to correct the issues. He suggested that every year, instead of using the payment coupon Citizens One sends to pay my escrow shortage payment by check, to call in and make the payment over the phone so that it would be properly applied to my account. Frustratingly, the issues with my account were not resolved because I received a call from Citizens One attempting to collect {$210.00} from me for the difference between the ( incorrect mortgage amount ) of {$3500.00} that I was billed and the ( correct ) mortgage payment of {$3300.00}. I explained that this was incorrect, that I did not owe this amount and that I spoke with a gentleman a few days earlier who was working to correct my account. Then to add insult to injury, by XX/XX/XXXX, the issue had still not been corrected as I received another mortgage statement from Citizens One. This time there was a balance due of {$7000.00} for XX/XX/XXXX. Despite having properly paid my escrow shortage and my correct XX/XX/XXXX mortgage payment ( {$3300.00} rounded up to {$3300.00} ), Citizens One added a {$100.00} late fee! On XX/XX/XXXX, I contacted Citizens One again to explain the situation and ask them again to correct my account. I was advised that a supervisor would need to look at the account and call me back later that day. This did not happen. Incredibly on this same day, someone from Citizens One called me to collect {$310.00}, the difference between the ( incorrect ) mortgage amount of {$3500.00} that I was billed and the ( correct ) mortgage amount of {$3300.00} and the late fee of {$100.00}. The next day, on XX/XX/XXXX, I spent over 2 hours on the phone with various departments at Citizens One trying to explain the situation that I had paid my escrow shortage in full and my XX/XX/XXXX payment should have been adjusted to {$3300.00} and that I had also timely paid that. Over and over again, I was told incorrectly that my XX/XX/XXXX payment was {$3500.00} and I had to pay the {$210.00} difference between the ( incorrect ) mortgage amount of {$3500.00} that I was billed and the ( correct ) mortgage amount of {$3300.00}, and the late fee of {$100.00} to bring my account up to date. Only after asking to speak to a supervisor did I finally speak to XXXX who understood what happened. XXXX advised me that she would make a request for my account to be corrected and would call me back once this was done. This did not happen. On XX/XX/XXXX, I called Citizens One for the last time to give them an opportunity to correct the situation before lodging this complaint. I spoke with XXXX and was assured that the issue was being worked on and my account would be corrected immediately. Incredibly, later this very same day, someone from Citizens One called my husband to collect {$310.00}, the {$210.00} difference between the ( incorrect ) mortgage amount of {$3500.00} that I was billed and the ( correct ) mortgage amount of {$3300.00}, and the late fee of {$100.00}. As of the writing of this complaint, the issues with my account have still not been rectified. I have made all mortgage payments to Citizens One on time and for the correct amount, and I paid my entire escrow shortage for XXXX in full. On the other hand, Citizens One has failed to properly update my account with payments I have made, failed to update my mortgage payment for XX/XX/XXXX to the correct amount of {$3300.00}, improperly assessed my account a late fee and made harassing calls to collect money I did not owe.
Company Response:
State: FL
Zip: 33324
Submitted Via: Web
Date Sent: 2021-02-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-01-29
Issue: Problem with the payoff process at the end of the loan
Subissue:
Consumer Complaint: As suggested by Citizens bank manager, replaced mortgage with HELOC ( XXXX ), and twice with new HELOC ( XXXX, XXXX ). HELOC at 4.99 %, XX/XX/XXXX. Applied for 2.75 % mortgage with XXXX XXXX to replace Citizens HELOC Mortgage application blocked, " prior Citizens loans paperwork not completed '' Managers at both Citizens and XXXX XXXX unable to obtain information needed to from Citizens in order to complete the application. Lacking a successful outcome or reply from Citizens administration, I paid XXXX XXXX attorney fees and title search fees. Letter to Citizen CEO, responded within days with completion of required paper work -- after 9 months and considerable expense. I requested reimbursement of my expenses, payment to Mortgage bank for their legal work, title search, difference in interest rates loan, professional time. Discussion with Citizens administration office. They flatly refused to reimburse my expenses.
Company Response:
State: MA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2021-01-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-01-29
Issue: Problem caused by your funds being low
Subissue: Bounced checks or returned payments
Consumer Complaint: THEY CORRECTED THE PROBLEM. I BELIEVE THIS WAS NOT AN HONEST MISTAKE. REFERRING TO XXXX - XXXX,. THE AMOUNT WAS PLACED INTO MY CHECKING ACCOUNT. EVERYTHING I WROTE IN XXXX - XXXX IS FACT. I NEED NOT BE SPECIFIC AS TO WHY I BELIEVE THIS WAS NOT AN HONEST MISTAKE..
Company Response:
State: LA
Zip: 70003
Submitted Via: Web
Date Sent: 2021-02-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-01-29
Issue: Managing the loan or lease
Subissue: Problem with fees charged
Consumer Complaint: I had fallen behind in my car payment and needed to catch up. It took me a few months, but in XXXX I finally paid my balance du in full on XX/XX/XXXX through Citizens bank online portal. The portal showed a {$0.00} balance due once I made the payment. I received my XXXX bill from CItizens bank and it showed no payments due in XXXX and no past due amount as well as no fees due. The bill showed all XXXX and a total payment due of XXXX. I went online to pay my regular XXXX payment and noticed that my monthly payment was significantly more than it typically is. I called citizens bank and spoke with XXXX ( not sure of spelling ). He wasn't sure what the reason was. He had me on hold while others tried to determine why. He eventually came back and stated that it was due to late fees. I told him about my XXXX bill and he agreed that he saw it had a {$0.00} due and then placed me on hold once again. HE came back with the same answer. I asked him to send me a copy of all the statements showing any late fees and then I asked to speak to a supervisor. It was at this point that I reached XXXX XXXX who said he was out of the call center in PA. HE proceeded to tell me that I had 11 late fees over the life of the loan and that this was what the extra fees were for. I have had this car loan since XXXX and this is now XXXX. Why would they not appear on previous billing statements and all of a sudden appear on my XX/XX/XXXX bill when the previous two months show I had paid in full. This is not fair or being transparent. And it does not make any sense. Why show a XXXX payment due if there were payments due. I don't feel that I still owe any late payments. I feel it is only fair and honest that they stand by their own portal and statements.
Company Response:
State: ME
Zip: 042XX
Submitted Via: Web
Date Sent: 2021-01-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-01-29
Issue: Fraud or scam
Subissue:
Consumer Complaint: Timeline of Events : Tuesday, XX/XX/XXXX Account Opened & Funded ( see documents ) Wednesday, XX/XX/XXXX XXXX confirmed with me I had opened the accounts and sent and cleared the funds ; logged into Citizens Bank Online Platform with no issues. Balance showed {$0.00} with nothing pending. Thursday, XX/XX/XXXX Date accounts closed by Fraud Operations per letter received on XX/XX/XXXX. No phone number given for Fraud Operations. No reason given for closure. Not one person called or emailed to ask me for any additional information about why I opened the accounts or to confirm they were legitimate. Friday, XX/XX/XXXX Online Platform access denied. Worked with XXXX XXXX at XXXX XXXX Branch ; she said there was no info of why it closed. She also allegedly emailed back office to ask that they do not close it and just unfreeze the account so the money could be received. She also said if they didnt do that, that the money would be sent back and she logged a complaint and said someone would get back to me in 24-72 hours with what Citizens was doing to rectify this I asked specifically for the incentive money to be paid because of this egregious error in closing brand new accounts. As of XX/XX/XXXX, not one person from Citizens has called me. Additionally, XXXX did not answer my email asking for an in person meeting. Essentially washed her hands of helping me. Monday. XX/XX/XXXX XXXX Day not a business day Tuesday, XX/XX/XXXX money still not received by my sending bank. Called again. Spoke to XXXX. XXXX said the money was sent back electronically and would be in my sending bank no later than 3 days, by Thursday XX/XX/XXXX Thursday, XX/XX/XXXX money not received back. Six full business days since opening. Friday, XX/XX/XXXX money still not returned. Called again, XXXX. Customer Service logged a complaint XXXX and said someone would reach out to me in 24 hours. Again, not one person has reached out to me. Customer Service also told me there was nothing they could do and to call account fulfillment which did not open until XXXX. This was incorrect. Fulfillment first does not open until XXXX. Additionally, I called fulfillment and they could only see that the account was applied for and opened. Directed me back to customer service. Spoke to XXXX he transferred me to XXXX, a specialist, at XXXX. XXXX found that the funds were not sent back until the XXXX so the funds should be back on Monday, XX/XX/XXXX at the latest. Said that I need to involve my sending back to file a complaint with the intermediary XXXX who handled the transaction. A week plus after opening, not one person could tell me why this had occurred or definitively where my money was. I reached out immediately to my advisors at XXXX who contacted the XXXX XXXX Home Office. They saw no incoming transfers whatsoever. Monday, XX/XX/XXXX Money still not received. Called Citizens again with my financial advisor, XXXX XXXX. Spoke to XXXX. XXXX again confirmed the funds were sent back on the XXXX and provided tracing numbers ( below ). Also said it could take up to 5 business days with XX/XX/XXXX being the first day. So, Tuesday, XX/XX/XXXX would be 5 business days. TRACE NUMBER : XXXX - {$17000.00}. XX/XX/XXXX XXXX XXXX ACH PAYMENT ( Savings Account Deposit ) account frozen / ret per XXXX Company ID XXXX TRACE NUMBER : XXXX - {$500.00}. XX/XX/XXXX XXXX XXXX ACH PAYMENT ( Checking Account Deposit ) account frozen / ret per XXXX Company ID XXXX Tuesday, XX/XX/XXXX Money still not received. Called again. This time spoke to XXXX. XXXX again confirmed XX/XX/XXXX as the date the money was sent back. He reconfirmed the trace number and sent an email to back office. He stated they would reach out to me no later than Thursday. Still no one has reached out to me. Getting nowhere with Citizens, I called XXXX, the intermediary XXXX said was handling the electronic transfers. They said they do not handle these issues and sent me back to Citizens. XXXX Called again as my sending bank was still not seeing any transfers incoming. Spoke to XXXX XXXX, supervisor. XXXX saw something entirely different than XXXX, XXXX, and XXXX. XXXX confirmed the trace numbers and was able to provide the company ID the transfer was sent to but only saw the {$500.00} as sent back ( company ID : XXXX ). As of XX/XX/XXXX, the {$500.00} is still not back in my bank. This is 6 business days since it was allegedly sent back. XXXX also found that the bulk of the money, {$17000.00}, was NEVER sent back by Citizens to my sending bank even though multiple previous reps claimed it was. She saw that the account is still under review, even though I received a letter it was closed. I still have yet to have a single person reach out to me about why it was closed or ask for more information. She then escalated my issue to the Office of the Chairman, who has no direct phone number to speak to. The Case Number is XXXX. I specifically instructed that if I do not hear from someone by XX/XX/XXXX at noon, I would be informing the media about this and the fraud that is being perpetuated at Citizens as well as having my lawyer sue. As of this writing, no one has called. It is XXXX on Wednesday, XX/XX/XXXX. I have already reached out to me in the media and my lawyer has been briefed on the situation. If this is not resolved and my money returned back to me by end of day on XX/XX/XXXX, I will also be submitting a complaint to the XXXX XXXX. Wednesday, XX/XX/XXXX XXXXXXXX XXXX still hearing nothing from Citizens, I scheduled a meeting with XXXX at the XXXX XXXX Branch for Thursday, XX/XX/XXXX at XXXX. This was the branch I was told to go to in the letter from Fraud Operations dated XX/XX/XXXX. Thursday, XX/XX/XXXX XXXX XXXX met with XXXX XXXX ( NMLS ID # XXXX ) at XXXX XXXX Branch in XXXX, DE. XXXX said there was nothing she could do or see. We involved her manager, XXXX XXXX ( NMLS ID # XXXX ), who called the back office. They claimed the money was never received and sent back on XX/XX/XXXX as XXXX, XXXX, and XXXX had claimed previously. At this point, I again involved my financial advisor, XXXX XXXX, as well as XXXX XXXX, both with XXXX, and we all spoke to XXXX. XXXX reached out to XXXX XXXX in the Office of the Chairman who was allegedly assigned to my case. She reached out via email as Ms. XXXX did not return her call. Fraud Operations who originally sent the letter stating the account was closed also did not return the call in the time I was there. At approximately XXXX, I left Citizens Bank with the knowledge that my XXXX team would take the tracing numbers to their back office to find where this money was stuck and be getting back to me between XXXX and XXXX. XXXX XXXX said this was all she would be doing if she called XXXX and they had done all they could. She also advised me to feel free to take any actions I felt I should essentially saying to sue and see how well that worked out for me. Citizens repeatedly has tried to wash their hands of the entire situation and pass the buck even though they ran the promo, initiated the withdrawal from XXXX, took my money, and then prematurely shut down the accounts. XXXX XXXX : finally received an email from XXXX XXXX from the Office of the Chairman at Citizens Bank. Her email stated essentially nothing beyond that she was looking into it and would get back to me in 24-48 hours. At this point, the situation had been escalating for 11 days. The Case number she provided was # XXXX a completely different number than I was given on XX/XX/XXXX by XXXX XXXX. I replied to XXXX I needed an answer today as I was just told XXXX XXXX was assigned to this case and it was a different case number. XXXXXXXX XXXX : Ms. XXXX called me to inform me she had researched and escalated my case to XXXX XXXX. I inquired what her research found. She gave me no explanation beyond that she had escalated it she passed the buck as Citizens has been doing since day one. Next she referenced that the case she was assigned to was put in on XX/XX/XXXX ; SEVEN FULL BUSINESS DAYS PRIOR. When I spoke to XXXX on that date, he said he was submitting a complaint but I was not given a case number. At the time he said someone would be getting back to me in 24-48 hours but he was certain the money would be back in my sending account by then. To date, it is still not in my account. FOR AN ENTIRE WEEK, Citizens Office of the Chairman did absolutely nothing. It took a second case being opened and several more calls and emails from me to even get a call from them. Friday, XX/XX/XXXX XXXX : received email from XXXX that nothing had been returned yet. They were working through additional research. Approximately XXXX XXXX : Called citizens again after receiving information from XXXX that they still saw nothing. Spoke to XXXX XXXX ; she saw a note on the account staying MIL. Did not know what that was. Connected me to her supervisor, XXXX XXXX. XXXX saw a note on the account stating account froze / ret per XXXX. She did not know what this meant ; upon personal investigation, I found XXXX is XXXX XXXX XXXX XXXX control. This was a domestic transfer. I also XXXX that the return code would be ACH Return Code R16. She confirmed the trace number again for me and the company ID for both transactions. I also asked XXXX to reach out to XXXX XXXX, who I had also emailed, and had still not heard from. XXXX XXXX : XXXX XXXX from XXXX called me back informing me that XXXX had concluded their research and discovered that the routing number Citizens bank returned the funds to is associated with XXXX XXXX XXXXXXXX ; a bank where I do not have a checking or savings account. We established at this time that the error and responsibility is on Citizens Bank. Still did not hear from XXXX XXXX XXXXXXXX XXXX : speaking to a XXXX with Citizens customer service to relay this new information. XXXX was extremely difficult and would not provide her last name or NMLS number. XXXX XXXX from the Office of the Chairman has still not called me after multiple email attempts to her and repeated requests to hear back. XXXX put me on with her supervisor, XXXX. I provided XXXX with the information that XXXX found and said that Citizens needs to find my money and give me a date when it will be returned as well as how by XXXX. XXXX emailed XXXX XXXX and this time finally heard back that Ms. XXXX was researching the case and would call me by XXXX Friday, XX/XX/XXXX. I informed XXXX that I could not be available from XXXX XXXX but otherwise would be directly by my phone waiting to hear from her with a resolution and the information about when my funds would be returned.
Company Response:
State: DE
Zip: 198XX
Submitted Via: Web
Date Sent: 2021-01-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-01-28
Issue: Trouble during payment process
Subissue:
Consumer Complaint: In XXXX I submitted the following claim : I experienced an extremely poor customer service from Citizens Bank. First, I had troubles setting up an auto draft payment at all. I called several times ahead the payment due date to make sure it is confirmed and I was told over the phone that it was, but then two days ahead of payment I received a letter it was cancelled ( even though I got a verbal confirmation that I'm all set ). Second, I was finally able to set up an auto draft for my mortgage in the amount of {$3900.00} that covers my monthly payments and set the payment date for XXXX. The payment came through yesterday, but then I saw that Citizens Mortgage also charged me another amount of {$2600.00}. I called today both Citizens Checking and Citizens Mortgage and no one was able to explain neither who authorized this payment nor where it went to. My mortgage was in fact adjusted for {$3900.00} but not for {$2600.00} I'm attaching snapshots from Citizens Bank Deposit account where you can see two charges withdrawn by Citizens Mortgage and a snapshot from Citizens Mortgage where you can see that only the payment of {$3900.00} was account for. The company responded to CFPB but has not resolved the issue. Citizens mortgage has again withdrawn money from my account without permission for unidentified amount of - {$2600.00}. I request the refund immediately. Let me also project what's going to happen over the next couple of days. I had set aside amount of money for my actual mortgage payment which is XXXX, but now ( because of the unauthorized withdrawal ) there is not enough money on my account. How will my XX/XX/XXXX mortgage payment be covered? Also, my questions were not answered.
Company Response:
State: FL
Zip: 333XX
Submitted Via: Web
Date Sent: 2021-01-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-01-28
Issue: Attempts to collect debt not owed
Subissue: Debt is not yours
Consumer Complaint: I had borrowed money from a former friend and she was repaid and she went to her bank and filed a fraud dispute with XXXX XXXX XXXX and they took back the XXXX which she lied about and stolen from me
Company Response:
State: MA
Zip: 01702
Submitted Via: Web
Date Sent: 2021-01-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-01-27
Issue: Problem with a lender or other company charging your account
Subissue: Money was taken from your account on the wrong day or for the wrong amount
Consumer Complaint: An alimony check was lost in the mail. So i stopped payment with the bank on XX/XX/2021 check number # XXXX and paid the fee. The check appeared in the mail and my Ez cashed the check and Citizens bank honored the check. Now my account is in the ( - ) and i have written other checks since this time. I have notified the person ( s ) who are expecting monies from me.
Company Response:
State: PA
Zip: 190XX
Submitted Via: Web
Date Sent: 2021-02-02
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-01-27
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Hello, my name is XXXX XXXX. I recently refinanced my home in XXXX and have a new mortgage with citzen one home loans. The issue I am having is they are charging me double monthly in property tax. A county and city tax at an equal amount. Making it double. I have documents on this which you will see below. Also where they hide it and just double the city tax eliminating the county ... I have called a dozen times with the same response and terrible customer service. The answer I received was I have to pay that XXXX dollar difference monthly And wAit for the annual escrow analysis to come out to receive the difference. I am not equipped financially to do this. I work as a frontline XXXX XXXX at XXXX XXXX in the XXXX XXXX. I refinanced to save money to get by not pay more!!!! I am getting no where with them and need help. Thank you in advance- XXXX
Company Response:
State: CT
Zip: 06118
Submitted Via: Web
Date Sent: 2021-01-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-01-27
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: In XXXX my mother passed away and I was left with taking care of my bed-bound father who requires total full-time care. I helped with financial support while mom was alive to help with her 24 hour care because she did not qualify for insurance supported payments for her needs and care. After mother 's passing away, I took the responsibility of caring for all of my father 's needs and was able to later qualify him for daily care that helped and now helps for 39.5 weekly day hours and 14 weekly night hours. During the process I had no choice but to access my savings in orderto help sustain my father 's needs after having helped mother. In XX/XX/XXXX, Covid-19 pandemic struck and forced the economic shutdown. This directly impacted my ability to drive for XXXX and XXXX and deliver for XXXX and XXXX which were my par-time jobs to help pay for my father 's and my expenses. It also reduced and then ended the over time from my full-time job as a social worker for the state. I then began to fall behind on my home loan mortgage payments and in XX/XX/XXXX. I faxed the loan modification paperwork that I completed for help to Citizen 's one home loans and they confirmed receipt of all documents during a follow up call I made in XXXX XXXX.However after several weeks I noticed they never responded to me about the status of the modification so I took it upon myself as usual to find out what was going on. After discussion with a loss mitigation customer service rep I was told to apply for a deferment mod instead of the originally applied for trial payment mod. After several weeks having gone by, I called to inquire with the loss mitigation dept and they told me I was declined after very frustrating attempts to be connection with a manager or supervisor. I explained to them that they never sent me any formal notice or email stating such. I was then instructed to apply again but this time for a trial period mod and that they have it logged in the system as such and this would be followed by a package that I would need to fill out and then send or scan to email or fax back. I was told by customer rep XXXX that this would need to be done fast because my forbearance will soon end. I called again after expressing my total frustration with the process. When I called i kept being redirected to wait for the process and it would take 45 days for an answer. I then decided again in XXXX to call after waiting so long for paperwork to arrive in the mail for the loan modification. The docs never arrived to me. On XX/XX/XXXX I spoke with a cust serv rep in loss mitigation and in explained that I have been calling over and over again to find out where the paperwork is for my loan modification after i was told i was declined for the deferment mod. I also explained my frustrations, his name may have been XXXX, he seemed nice and explained to me that there is a new product that just came oXXXX XXXX weeks ago from the date of XX/XX/XXXX, called a " HYBRID MODIFICATION. '' He looked into my account after verifying my account number and soc sec number and said i qualified for a " HYBRID MODIFICATION " and that all i needed to do is agree by phone and then he will log in the action and then mail paperwork that would show this and then he would email me as well which i provided the email address. he said CITIZENS ONE HOME LOANS has this new product and I am approved and qualified and as of XX/XX/XXXX I am approved and all of my payments that are behind in the amount of XXXX would be put on the end of the loan and the maturity date would be extended and as of XX/XX/XXXX I will just have to resume with my current monthly payments of XXXX and everything will be back to normal. he also explained that I would receive a {$250.00} gift card via email to my email from CITIZENS ONE HOME LOANS two weeks later from XX/XX/XXXX. over 9 days passed and I never received an email. paper correspondence via USPS mail nor a call from CITIZENS ONE HOME LOANS about the " HYBRID MODIFICATION '' terms and nor did I receive a {$250.00} online gift-card via my email address. I then called again about this situation the first few days in XX/XX/XXXX and was told by a customer service rep supervisor name '' XXXX " that she was sorry about all of this and all I need to do is send the paperwork for the modification again and then she would personally care for the process. She provdied me an email to send all docs to and she would get back to me in two days. The email i was given was XXXX, XXXX XX/XX/XXXX at XXXX I emailed 10 attachments which consisted of the hardship letter, all loan mod docs with signatures and dates. She said she will follow up in two days and make sure the docs are logged into the system and would do everything to help make this process smooth and help get the modification through. I explained that I was already approved for one why not get that done. She said : " I'm so sorry for the inconvenience but as soon as you get these in i will log them into the profile for your trial period modification. '' I waited over one week and again no call, no email back saying they received my documents after XXXX shows the docs were sent to the citizen 's home loan company successfully. I called citizens one home loans 3 more times at XXXX and at XXXX ( DIRECT LINE TO LOSS MITIGATION ) to inquire on the status of the emailed documents pertaining to my loan modification trial period mod. Mind you after i was already approved for a HYBRID. When speaking with the staff who i could barely understand I was told they never received any documents from me except the ones in XX/XX/XXXX and the female staff state and I'm sorry for that XXXX you were declined. I explained the whole situation again for the XXXX time since XX/XX/XXXX and informed her of the XX/XX/XXXX approval and my numerous efforts sending loan mod docs and this recent XX/XX/XXXX email of attached docs. She also would not transfer me to XXXX who I asked for and was told by her that XXXX says she was not able to talk. This rep then began to tell me to send the documents again. I emailed them immediately 2x 's while we were on the phone and read back the email address XXXX that I was told by XXXX one of the supervisor 's and XXXX never followed up with me nor has she made herself available to discuss this problem any further. On XX/XX/XXXX I emailed, forward my original XX/XX/XXXX documents all over again to this rep and asked for her to check that. My XXXX account confirmed its sending status and shows it was sent to the email. I kept asking for a manager to be connected with me so I can figure out why no one is able to find my email or take the time to look for my documents and why I am not being honored the HYBRID MODIFICATION in the first place that I was given an approval on. The rep just kept saying sorry and saying she will help and there's no help. Never has anyone called me back, emailed me, sent any loan mod packages since all of this has occurred. I am left with no resolve but keep receiving a bill in the mail about how much i owe. As of XX/XX/XXXX I owe XXXX $ and do not have it to pay and I am looking for a modification to help resolve this asap! I am not being helped ... WHY?? how come management is not calling me at all nor is a person identifying as a supervisor calling me to help me? It appears that CITIZENS ONE HOME LOANS and it's investors, stock holders are looking to foreclose! This is not right because I was approved for a HYBRID MODIFICATION with payments due to begin in XX/XX/XXXX. To date I have no answers and just know I am in forbearance with no other confirmed plans.
Company Response:
State: MA
Zip: 011XX
Submitted Via: Web
Date Sent: 2021-02-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A