Date Received: 2021-01-07
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Citizen one bank is the mortgage company. They have been charging forclosue fee but the home is not in forclouse and all payments are current. It has been behind. But never should have had foreclosure fee. When I ask about it I am transferred or hung up on. I have since went Thur the payment backing to 2018 and noted fee that I was not knowledgeable about
Company Response:
State: KY
Zip: 411XX
Submitted Via: Web
Date Sent: 2021-01-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-01-07
Issue: Managing an account
Subissue: Funds not handled or disbursed as instructed
Consumer Complaint: A refund check was sent on my behalf for an online payment I previously made through the citizens bank bill pay service. The company ( XXXX XXXX XXXX ) sent the check to XXXX XXXX in order for it to be deposited back into my account. This check was cashed by XXXX XXXX on XX/XX/XXXX. However, the funds were never deposited back into my account. I have been calling and calling and speaking to manager after manager with a promise of the money being deposited within 2-3 business days. The money is never deposited and I never receive any follow-up calls. This leaves me to call yet again another time with no satisfaction and no resolution. I have provided all of the details of the cashed check to multiple representatives that included the check number, date cashed, routing number, amount etc. The calls that I have on record to have been made are as follows : XX/XX/XXXX XX/XX/XXXX XX/XX/XXXX XX/XX/XXXX XX/XX/XXXX XX/XX/XXXX
Company Response:
State: NY
Zip: 14075
Submitted Via: Web
Date Sent: 2021-01-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-01-07
Issue: Problems at the end of the loan or lease
Subissue: Problem with paying off the loan
Consumer Complaint: On XX/XX/XXXX I returned my XXXX XXXX XXXX to my original car dealer ( XXXX XXXX XXXX XXXX XXXX ) due to a lemon law issue. XXXX XXXX XXXX received a payoff from Citizens One Bank, which was good until XX/XX/XXXX. On XX/XX/XXXX I was called by Citizens One bank in an attempt to collect a debt for the outstanding balance. I contacted ford via email ( attached ) and explained that Citizens one claimed that they had not received a check. XXXX provided both me and citizens one bank with the note from the delivery service that the check had been sent and signed for by citizens one bank. At this time the balance was just over {$250.00} and I offered to pay it with a debit card and have them refund it once they found the check from XXXX. This was an effort to ensure that I was not reported late with the credit bureaus. I was informed that I could not do that and told that I was not going to be reported late. Several emails and over 40 hours of phone calls later I was again told that I will not be reported late as the payment was received, the title was released to XXXX and that I no longer was responsible for any payments for that loan. In XXXX I applied to increase my limit on my credit report, which was denied because of a current late payment to Citizens One. I immediately called to try to mitigate the issue and was told that they did not report me late. At the time, my family was in the process of fixing some issues on our home and I needed the extension of my credit limit to fix these issues to put our house on the market for sale. I then called my Mortgage lender who told me that I would not qualify for a loan with any open accounts. We were not able to put our home on the market because of this error. I have been calling Citizens one bank for 2 months to come to a resolution. I was just told that the negative information was removed, but not before citizens one bank called my work, ruined my credit ( albeit short term ) and destroyed my families dream to move. I have suffered mental anguish, financial hardship, countless hours trying to fix this.
Company Response:
State: NJ
Zip: 08055
Submitted Via: Web
Date Sent: 2021-01-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-01-06
Issue: Managing the loan or lease
Subissue: Problem with the interest rate
Consumer Complaint: We have had this loan since XX/XX/2019 we have paid almost {$6000.00} towards this vehicle the balance only reflects about {$3000.00} the company will not respond to my requests for payment historys and when I tried to refinance the vehicle through my bank I was told this was a predatory lending situation because they basically put me in an upside down loan. I would like this modified to the actual value of the vehicle we have made all of our payments in time and dont deserve this!!
Company Response:
State: MN
Zip: 55125
Submitted Via: Web
Date Sent: 2021-01-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-01-06
Issue: Closing an account
Subissue: Company closed your account
Consumer Complaint: I could not log into my Citizens online backing on XX/XX/2020 and after many calls to the customer service during the following days, I was finally told by a manager that my account was being scheduled to be closed and my debit card was cancelled. I was offered no explanation and no help. They assigned a local branch for further inquiry. But the local branch manager simply told me he could not do anything. I was able to get help from another branch in a XXXX XXXX XXXX that I frequent. The manager called the back office and told me the account closure was because of account activity. I opened my account following an Internet blogs recommendation of Citizens banks {$400.00} signup bonus on XX/XX/2020 which is the last day of the promotion. I just followed what people recommended in the discussion and did one {$600.00} direct deposit and 50 small XXXX purchases, and another {$10.00} XXXX deposit. The {$400.00} signup bonus requires one direct deposit for a {$300.00} bonus and 50 debit transactions for another {$100.00} bonus in 60 days. Apparently it is a difficult task to finish 50 debit transactions in 60 days ( minus a week or more to receive the debit card ) even before the pandemic and most people chose small XXXX purchases to meet the requirement of the 50 debit transactions. Other than that, my account is absolutely clean. Yet most peoples accounts were fine and there was no indication of massive account shutdowns for people who did the large number of small XXXX purchases. But my account was shutdown. When I raised this question to the branch manager, he could not explain it and suggest that the bank may choose a small sample of accounts to shut down. Then whats the standard to choose an account among all the accounts that had the similar activities to shut down? I have absolutely clean credit history and clean relationship with Citizens bank. They even sent me post card last fall to invite me to open new accounts with signup bonus. If Citizens bank can announce and prove that they equally shut down all the accounts that involved in large number of small XXXX purchases and explain the reason, that could be called a standard. Otherwise, it is a clear discrimination to choose my account to shut down. My account has no overdraft protection for the bank to worry about. There was no fraud alert, no declined transactions and no whats so ever during the days I made the small XXXX purchases until two weeks later my account was suddenly locked. There were some people out of Citizens banks servicing states that got applications declined or accounts closed. I hope they made a mistake. Citizens bank does have presence in NJ. They even have an ATM in the XXXX XXXX XXXX a few minutes away from my home until it was taken off not long ago. And my zip code was allowed to open the account online.
Company Response:
State: NJ
Zip: 08540
Submitted Via: Web
Date Sent: 2021-01-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-01-06
Issue: Fraud or scam
Subissue:
Consumer Complaint: Hello! I contacted you a few weeks back & unfortunately misplaced your number & pray I returned to the right place : ) In & @ 2017, My husband & I were fooling around with an online app ( if you will ) called XXXX, a third party money transfer addition just featured with XXXX XXXX at our local Citizens Bank on XXXX XXXX in XXXX County XXXX. I fiddled with this app for approximately 10 minutes, as my husband and I were just starting up a small business with our music and was curious what is was & how it worked, therefore ( think ) if I even did anything wrong ) typed in my childrens email address once or twice to see how it may have operated, yet unsure this is even accurate. Due to the fact, I knew my children would never opt to bank & /or take out receive any funds. Within the next week or two, and ever since ( 3 years later ) & after living at hospitals with our youngest son, sadly are bank has still completely failed us! In 2017, they notified my husband XXXX & I, that we were now out close to {$2000.00}! After many many attempts to resolve with them ( citizens bank ), they then began telling us our money was now at another bank, and then another bank! Knowing too what we were going through! After dozens of unsuccessful talks/attempts beyond, they still have not recovered our money, money that never moved a cent, from this original account ending in XXXX, that they then said is in our best interest to just close this long standing account of ours, after all that! Please notify us as to what we can do to receive our money back, as we so need or, and what you feel the direction is we can take in this matter. GODBless & Happy, Healthy XXXX XXXX! XXXX & XXXX XXXX XXXX XXXX XXXX XXXX XXXX & /orXXXX ( XXXX XXXX XXXX.
Company Response:
State: OH
Zip: 44134
Submitted Via: Web
Date Sent: 2021-01-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-01-05
Issue: Managing the loan or lease
Subissue: Problem with fees charged
Consumer Complaint: Hello, Too long didn't read version : Citizens bank turned off my auto pay on a car loan without telling me- charged interest while my payment didn't process and would've charged a late fee if I hadn't noticed the payment didn't process. I had a five year loan with citizens bank for a car purchased in XXXX the loan was expected to be completely paid off on XX/XX/2020. When initially setting up payments for the loan I was given the option to turn on auto pay. I had turned on auto pay and everything was working fine for 4 years and 11 months ( one payment left to go ). Usually my payment goes through around the XXXX of the month- for whatever reason the payment didn't hit. Hmm weird, I'll give it a few days. I waited three days and then tried to log into my account with my loan details I saw that I didn't have an account ... weird again as I had turned on auto pay 5ish years ago using an online system. I gave them a call and they confirmed that there was no online account for me. However, they were also perplexed about how I was able to pay for the past 4 years and 11 months. After a few hours on the phone I finally got someone to admit that they had deleted my account ( not my loan ). There was no rhyme or reason to the deletion and I was not notified of it being deleted- they had my email address/ physical address on file and did not contact me. Furthermore when asking about my final payment I had been charged interest because the auto pay didn't hit. ( I was charged interest for those 6 or so days between the XXXX and the XXXX - when I finally was able to hear that I needed to set up a new account and pay ). Luckily I was also able to catch this in time - I noticed my payment didn't process, if I wasn't able to catch this I was informed that I would've been charged a late fee / my credit would have been dinged. I was given no apology - it was one of the slimiest conversations I've ever had with a bank.
Company Response:
State: MA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2021-01-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-01-05
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Original issue starting XX/XX/XXXX ( file of interactions attached ) : I have been a mortgage holder with Citizens Bank ( aka CitizensOne ) for 3 homes, multiple mortgages, and 10+ years. Upon refinancing my existing 3+ year old loan with Citizens in XX/XX/XXXX everything seemed be in fair order and payments have been applied on time throughout. However, after closer examination in XXXX I noticed my escrow balance was unusually high. Upon further investigation I noticed Citizens DID NOT pay out my school property tax as scheduled in XXXX. The repercussion of not paying then is a loss of a 2 % discount fee. I started contacting Citizens on XX/XX/XXXX explaining that if this went unpaid past XX/XX/XXXX it would be an additional 10 % penalty. I have had 18 interactions involving mostly Citizens ( 12 ), local taxing authority, school district, and attorney 's offices confirming this is an issue with Citizens and it should be paid. I'm now receiving delinquency letters from the taxing authority that if not paid by XX/XX/XXXX I am in default. This could result in a lien on my home. This entire situation has been entirely unacceptable as my escrow is fully funded and has paid this tax year-over-year in XXXX successfully. I am seeking immediate payment of my property tax for which only the discount fee which would have been charged in XXXX is billed from my escrow, and any remainder due paid on behalf of the bank as it is their error. I will then not only be removing any and all business from the bank, but encouraging others to do so as well unless this is resolved with a highly satisfactory and timely result. Update as of XXXX : Confirmed property tax now paid and penalty portion paid by Citizens, but not until after 42 interactions and over 40 hours of my time consumed over the past 2-months to resolve. New issue as of XXXX : Upon confirmation of payment of my taxes I logged into my account both on mobile and web after noticing my XXXX payment had not been deducted from my bank account as scheduled in auto draft. Both the web and mobile interfaces showed my account as " past due '' with no record of auto draft in place. Thus, I paid the XXXX payment directly through mobile app. As of XXXX, when I log in it's now showing me as having auto draft payment and two payments processed with a next payment due XXXX and auto draft XXXX. I do not wish to have two mortgage payments paid. The customer service line does not give option to speak with a representative and the earliest call back available in the auto prompt is nearly a week away from today on Monday, XX/XX/XXXX. I have escalated with the contact person I worked with on the tax issue in the " Office of the Chairman '' XXXX XXXX. I called her first yesterday, XXXX with no response. After multiple tries today I got a hold of her and she said she would look into it. The mortgage servicing experience has been dreadful with Citizens and I hope it is rectified for future customers.
Company Response:
State: PA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2021-01-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-01-04
Issue: Closing an account
Subissue: Can't close your account
Consumer Complaint: I'm the administrator for my husband 's estate. He died XX/XX/20. All of his assets ( savings and investments ) had designated beneficiaries, one of which is a minor. Citizens Access, one of the banks involved, refuses to allow transfer of funds for the XXXX year old without a probate court order. Probate court advised us no order needs to be issued as all assets had named beneficiaries. Citizens refuses us access to his account and will not allow us to even view statements nothing without a court order that will never come. Probate filing costs {$400.00} plus legal fees for a filing which the probate court says is unneeded. Citizens reply is : probate court order or NO access. I, as administrator, am responsible for the handling of this estate. How do we resolve this?
Company Response:
State: FL
Zip: 33547
Submitted Via: Web
Date Sent: 2021-01-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-01-04
Issue: Incorrect information on your report
Subissue: Information belongs to someone else
Consumer Complaint: I got a report back that I have serious delinquency and i want to know why
Company Response:
State: NJ
Zip: 07712
Submitted Via: Web
Date Sent: 2021-01-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A