Date Received: 2021-01-13
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: On XX/XX/XXXX I learned that my ex-husband XXXX XXXX XXXX was applying for a loan modification with Citizens Mortgage, loan number XXXX. I immediately called CCO and explained the many reasons I did not authorize this modification. I talked to someone who instructed me to send a fax to the CCO Mortgage Loss and Mitigation Department describing the problem. I did as instructed and in XX/XX/XXXX I send a letter via fax to the Loss and Mitigation Department ( attached ) including all the supporting documents that explained I did NOT authorize the modification of the loan # XXXX for the following reasons : On XX/XX/XXXX XXXX XXXX XXXX and I were legally divorced and according to the ANCILLARY STIPULATION dated XX/XX/XXXX Husband and wife covenant and agree that they will NOT contract or modify any debt or liability of any kind or nature I also mentioned and included the Discharge of the Debtor from Bankruptcy Court dated XX/XX/XXXX discharging me XXXX XXXX of the loan. Included also the Notice of ABANDONMENT of the property XXXX XXXX XXXX and I lived located on XXXX XXXX XXXX XXXX, XXXX DE XXXX. I pleaded CCO Mortgage to take into consideration all these facts and to keep confidentiality because I feared retaliation from my ex-husband who had notarized my signature without me being present. I was told that the modification of the loan was denied, on XX/XX/XXXX. On XX/XX/XXXX almost 10 years exactly I noticed that this loan was still on my credit report. I called CCO again and confirmed that the modification was approved on XX/XX/XXXX regardless of my letter and without my authorization. I was told that they could not explained what happen and a supervisor was going to call me back. I wanted for the call and NO ONE ever called me back. On XX/XX/XXXX, I called again but this time I was asked to leave my name and number by a machine so I can receive a call at a later time. The call never came. On Thursday XX/XX/XXXX, I called again just like the last time I was not able to talk to a person but a machine, I was told a call was scheduled 7 days later. On Wednesday XX/XX/XXXX I finally got a call I explain again the problem and got transferred 4 times. My request to talk to a supervisor was denied time and time again. I was on the phone with 2 reps who were clueless about what to do for 1hour and 10 minutes. The answer of the second representative was that I should write a new letter with the same explanation and the same supporting documents, however : - CCO Mortgage can not guarantee a satisfactory answer since it is so long ago, - She is unable to give me her name or ID for follow up purposes, - She is not able to locate a supervisor, - She is not able to tell me what happens after I send the letter, I explained that I don't feel confident about someone reading the letter or doing anything about it since my first letter from 10 years ago was dismissed and ignored. No answer. Given the circumstances of this very unprofessional and illegal behavior I am submitting this complaint.
Company Response:
State: DE
Zip: 19701
Submitted Via: Web
Date Sent: 2021-01-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-01-13
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I am writing today in regards to my account with CITIZNSBANKNA Account # XXXX. A late payment is showing on my report in XX/XX/2020, due to Covid I was unable to make the payment for the XX/XX/2020. As soon as I was able to, I got my payment made and caught up.
Company Response:
State: NY
Zip: 10950
Submitted Via: Web
Date Sent: 2021-01-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-01-12
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. On XXXX XXXX, XXXX, XXXX XXXX XXXX add a hard inquiry on my credit reports. On XXXX. XXXX, XXXX, XXXX - XXXX XXXX add a hard inquiry on my credit reports. On XXXX. XXXX, XXXX, XXXX XXXX XXXX XXXX add a hard inquiry on my credit reports. On XXXX. XXXX, XXXX, CITIZENS BANK add a hard inquiry on my credit reports. But companies did not provide the following proof : Permissible Purpose My written authorization Proof that I personally initiated these inquiries. To my knowledge, I have not signed any documents authorizing your organization to view my credit history therefore, your inquiry into my credit report violates the Fair Credit Reporting Act, Section 1681b ( c ) : Transactions Not Initiated by Consumer.
Company Response:
State: NC
Zip: XXXXX
Submitted Via: Web
Date Sent: 2021-01-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-01-12
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: We are concerned that Citizens Bank has unnecessarily complicated and delayed our refinance with them. In this process, Citizens Banks actions have cost us thousands of dollars and damaged our credit. We started our refinance with Citizens Bank in early XXXX of 2020 and submitted all requested documentation to them at the time. After we signed paperwork and paid Citizens for an appraisal, they sold the loan to a XXXX XXXX XXXX XXXX XXXX, serviced by XXXX XXXX XXXX. The mortgage transfer occurred in early XX/XX/2020. During this transfer timeframe, the XXXX mortgage payment, which has been on auto-payment since its inception, experiences what Citizen Bank states as a coding error, and we were not notified. As customers of the new loan servicer, we immediately enrolled in their auto-payment making payments on the XXXX of the month but not notified of the error in XXXX, resulting in a negative mark to our credit history. Citizens Bank has failed to speak directly with XXXX about this error or offer a reasonable and efficient way of resolving it. They identified the only way to get records for credit restoration is by sending a request by mail or faxing it to them. We have sent a letter ( via certified mail ) XXXX and are still waiting for any sort of response documentation that may resolve the penalty to our credit rating. In addition to this error, Citizens Bank mishandled our refinance at seemingly every opportunity : Unwilling or unable to obtain building certificate of insurance ( we obtained and personally provided to Citizens XX/XX/2020 XXXX Unwilling or unable to obtain building financials ( we obtained and personally provided to Citizens XX/XX/2020 XXXX Scheduled ( and subsequently cancelled ) XX/XX/2020 refinance closing due to an error in not initiating XXXX documentation process. This delay is still ongoing as of XXXX XXXX. On the day of the expected closing, the title agent notified us that Citizens had failed to start the XXXX process and to expect the process to take another 8-12 weeks. Despite regular follow up, they have not been able to provide any updates on the process or on the anticipated timeline. The errors Citizens Bank made by selling our loan during our refinance, making an payment error during the sale, not starting the XXXX process ( which would not have been necessary had they not sold the loan ) have caused significant damage to our credit scores, prevented us from savings thousands of dollars in interest ( current 4.25 % interest versus 2.87 % ) and cost us emotional stress and tens of hours in follow-up with little to no progress.
Company Response:
State: NY
Zip: 10029
Submitted Via: Web
Date Sent: 2021-02-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-01-09
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: Our mortgage application process for Citizens Bank took 5 1/2 months when we were told it would take 90-120 days. We had to resubmit the same documents multiple times make multiple phone calls and send many e-mails. I would provide documents requested, and then they would ask for something else. It felt like they were deliberately delaying the process. The only reason they provided was backlog due to COVID. However, when I called their loan application line in XXXX to check on what they were offering, I was told it would take 60-100 days, and they did not tell me I could not do a cash-out refinance at that time even though ( according to loan officer supervisor ) the restrictions were still in effect. Then we were denied XX/XX/XXXX. The denial states " we do not grant credit under terms requested ''. When loan officer supervisor finally returned our call XX/XX/XXXX, he told us that due to COVID related guidelines implemented in 'the summer ' ( he would not provide date when questioned, since we applied XX/XX/XXXX ), XXXX XXXX does not allow a cash-out refinance of a vacation property that doesn't already have a current mortgage. He said the restrictions were supposed to be lifted in XXXX and weren't, and then they thought they would be lifted in XXXX and they weren't. None of this was communicated to us. We could have pursued other options. We currently own our vacation home outright ( {$230000.00} appraisal ) and and applied for {$150000.00} cash-out mortgage to pay off mortgage ( from different bank ) on primary residence ( value about {$300000.00} ). We have no other outstanding debt, we both have credit scores of XXXX, a combined six figure income, and {$500000.00} in additional assets. I feel the bank misled us, stringing us along hoping to be able to offer us a mortgage if/when the restrictions were lifted. And now we are out 6 months of extra interest payments ( approximately {$1300.00} ) because we will need to start the process again with a different bank.
Company Response:
State: PA
Zip: 17522
Submitted Via: Web
Date Sent: 2021-01-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-01-08
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: I notified checking account withdrawn {$140000.00} without my signature on XXXX XXXX the bank cancelled my request without my signature or admission on XX/XX/2020. My attorney called and letter to the bank to redeem for {$150000.00} on XXXX. My attorney called and letter to the bank to Reopen Claims {$150000.00} on XXXX XXXX the bank send letter that can not re-open without declaration on XX/XX/2020.
Company Response:
State: NY
Zip: 11373
Submitted Via: Web
Date Sent: 2021-01-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-01-08
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Citizens Home LOANS STILL AS OF TODAY XX/XX/XXXX my loan is still showing past due!!! Which is Not TRUE!!! Hello I received a email from Citizens One which is my mortgage company saying my loan was past due one month! Which However was untrue I called spoke with a rep in the collections department who was saying same thing then she spoke with a supervisor which I never got a name saying they see the mistake her supervisor was going to fix it but its going to take 10 days I told her no because the last representative who actually took a the payment from me over the phone about two weeks ago said the exact same thing and nothing was never done and now my account is still showing late and were in a new month she said OK hold on Ill get you the supervisor however that did not happen she sent me back to the queue Honestly if you cant handle a problem I shouldnt be sent to a question because the rep did not want to do their jobs correctly!!!! I was sent to a que and spoke with a XX/XX/XXXX who is by the way was very helpful and was trying to do her best to assist me she stated that she will have the issue fixed but its also going to take another 5 to 7 days which I told her the previous two reps told me the exact same thing and nothing has been done yes when I first did my mortgage payment there was to return items I had to take it out of that bank and put it into my XXXX XXXX which it was done by credit card us be paying the phones were taken out immediately I was there caught by a rep who took the difference of the two something which stated my account was fine itll take some time a couple of days to be updated but nothing was done and I do not want this to be its late or a credit report and not only that our family has been experience a heart ship n this is crazy for nothing to reflect when we are struggling to make ends meet due to covid!!! If Im not available I DO AUTHORIZE FOR YOU TO SPEAK WITH MY WIFE XXXX XXXX XXXX
Company Response:
State: FL
Zip: 33068
Submitted Via: Web
Date Sent: 2021-01-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-01-08
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: I have home mortgage with Citizen one loan number # XXXX currently in Covid 19 forbearance under CARE Acts. Though I have been granted forbearance till XX/XX/XXXXof 2021 and next payment is due onXX/XX/2021.yet again citizen reported to experience credit agency that I mortgage balance is high now .My bank altered me that citizen one home loan have report this matter to credit agency on XX/XX/2021. I tried to talk to them citizen bank, has no answer for it, they said they didn't do it mean while credit agency said they only report when lender initiated a report. I am not sure if they can report this sort of information which will negativity impact credit history of many homeowners like me. I highly urge our government, please save us from this sort of unethical behavior of bank and putting homeowners like us in difficult situation. Millions of people are losing jobs, tanent are not paying rent, municipality is not giving us the break with taxes and on top of, this sort of negative reporting is no mean to be good for hard working homeowners. Thank and I look forward hear from the agency soon.
Company Response:
State: NY
Zip: 10462
Submitted Via: Web
Date Sent: 2021-01-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-01-08
Issue: Problem with a lender or other company charging your account
Subissue: Transaction was not authorized
Consumer Complaint: Hello, my name is XXXX XXXX and I used to bank with Citizens Bank, but over the last few months I have made the decision to no longer due so due to their poor fraud protection and correction. When I first started banking with Citizens bank, I was a happy customer and I thought you were wonderful bank. In the last year, my opinions towards Citizens have changed significantly. Citizens has proven to be in an inadequate bank that can not properly protect their customers and then when Citizens Bank is in the wrong they can not properly correct their mistake. A few months back my banking information and cash app somehow was compromised and I lost {$1500.00} on XX/XX/XXXX. My account is a student account and I have never spent more than maybe {$500.00} on my account however I got no notification from Citizens about this transaction and that it could possibly be fraud. The only reason I found the charge was because I checked my bank account statements. Citizens clearly can not properly protect the money of their customers. As a student, and someone who has experienced fraud before Citizens should have informed me of putting a limit on my card and/or receiving notifications but no member of the citizens team informed me to do so. I was then led on a goose chase for more than 3 months trying to get my money back and was told contradictory information from various branch managers and customer service reps. I was initially granted the money back and then the claim was a reversed. I went to my local branch manager to reopen the claim and had to do so 2-3x because citizens kept claiming that I had closed the claim. I was told that my money would be returned to me since it was clear that was a fraud charge, however that has not been the case. Since this was a fraud act through cash app, my local branch manager gave me a cashapp support number attached to the transaction which turned our to be fraud and led to me losing another XXXX $ and this was on XX/XX/XXXX. When I had googled cash app support number, I found that there was no number that directly brought you to a live representative, it was all done through email. Citizens bank didnt check the number to make sure it was actually valid and led me to losing more money of the sum of {$500.00}. Citizens has decided to reverse the money they gave me for both these initial charges which is extremely infuriating, because I would not have lost this money if Citizens had actually done their job as a bank protecting their customers and their money. The worst part of all is I talked to a manager to talk about the {$1500.00} claim and he told me that yes Citizens had made a mistake but there was nothing they could do to help me and did confirm with me that citizens loses millions towards fraud but for some reason they cant reimburse me for the money I lost to fraud which I might not have if they had properly protected my account and confirmed that information they were giving their customers was indeed correct and safe. I have never been more frustrated or aggravated with a bank and I just hope that for their future customers they can do better because do to their poor banking management I have now lost {$2000.00}.
Company Response:
State: MA
Zip: 010XX
Submitted Via: Web
Date Sent: 2021-01-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-01-08
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I have two mortgage 's with two different companies, one has been fine while the other ( Citizens One Home Loans ) has continuous issues with billing and payment processing. The most recent incident was frustrating because I received the statement for my XX/XX/XXXX payment, I paid the payment as billed, but in progress the company changed the payment amount for the month of XXXX XXXX payment which was already billed and paid. They received my payment check, cashed it, but never applied it to my loan. Subsequently, after the payment due date I'd received another bill for the XX/XX/XXXX payment due with a different payment amount. The new bill didn't reflect the payment I had already made, so I checked their website. The website reflected the money I sent as received, but not appied to my account. I was being held in a suspense account. I called to inquire and they said that because it wasn't sufficient to cover the newly billed amount they couldn't process the partial payment. I called regarding the issue after 2 hours I was advides the company would not apply the payment as of the date they received funds which I feel unfairly allowed them to hold my money and continue to charge me interest on a higher principal amount for a period of time as result. I feel it was also confusing that they send new statements for the same due date as previously billed having a different payment amount, I would think that if a change was needed it should have been effective the following month which had not yet been billed or paid. Neither the statement or the website reflected that I owed only the difference from the amount I'd already paid and the new statemented amount. Neither the statement or the website explained why the payment I'd already made was being held in this suspence state. I feel their practices are deceptive and unfair to the consumer. My second mortage company sends clear communications and consistent billing, while this company is sending me different statements every over other week without clear communication of why.
Company Response:
State: NY
Zip: 144XX
Submitted Via: Web
Date Sent: 2021-01-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A