Date Received: 2020-12-08
Issue: Trouble during payment process
Subissue:
Consumer Complaint: We had major damage to our home from a storm that came through. Our home owners insurance covered all the damage to the property. When the insurance company sends checks for the damage, they also have the mortgage company listed on them. Citizens One appears to have smooth process that should go quickly to send them the check from the insurance company, the paperwork from insurance with the damage claim, the invoices from contractors who have done the work. We had done all of these items. Citizens One Mortgage said they release the initial {$40000.00} without an inspection but with invoices. We had invoices totallying over {$40000.00} submitted. The check was for {$42000.00}. We never saw the {$40000.00} released and sent back to us. The inspection was scheduled for XXXX XXXX. We spoke to the inspector. He came took photos and submitted his findings. Fast forward weeks to XX/XX/XXXX when we call once again, and they say they haven't gotten the inspection reports. However, the {$40000.00} should have been released prior to any of that because they said they were releasing it. It's XXXX XXXX and we still have not seen any of the funds released back to us. Citizen One said the check will be overnighted. Our contractors are waiting to be paid. The roof damage that was invoiced at $ XXXX was FINISHED by XX/XX/XXXX. I have been lied to, led to believe things were getting taken care of on the end of the Mortgage company so that we in turn could pay our contractor, yet here we are months later and still no payment.
Company Response:
State: IA
Zip: 52403
Submitted Via: Web
Date Sent: 2020-12-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-12-08
Issue: Incorrect information on your report
Subissue: Information belongs to someone else
Consumer Complaint: There are unknown hard inquiries on my credit report per XXXX. Im requested the verification of the inquiries and the method of verification. On XX/XX/2020, CITIZENS ONE AUTO F, on XX/XX/2020, XXXX XXXX and XXXX XXXX XX/XX/XXXXS add a hard inquiry. 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: SC
Zip: 29607
Submitted Via: Web
Date Sent: 2020-12-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-12-08
Issue: Trouble during payment process
Subissue:
Consumer Complaint: XXXX account of earlier complaint. Hello, I do thank you for listening and helping with my concerns. I do believe this matter should not be close. I believe there's enough evidence to show error or intentionally, this company misleading /misinforming customers on the forbearance program about options that they have. Do note, : that the company has somewhat resolved my concern. But I still believe investigation into this company should take place. My concern is about other customers who have fallen into the forbearance program may have been taken advantage of. Since my resolution over the phone with this company, " note that this was not an option before. There's been no documentation to sign Etc. listen to my phone call record, also, sice my phone call, I have received two letters that still takes nothing of the deferral program that was mentioned earlier over the phone. I have started my payments back up and still I have, so far, two monthly statements that still state balance owed, even though it's supposed to be on the back of the loan, which was supposed to be deferral to the back of my loan.Also just receive a letter dated XXXX the XXXX, this is XX/XX/XXXX stating foreclosure procedures Etc but nothing of the deferral program which was to discuss over the phone which was supposed to have been resolved and done. Though, I believe my concerns have been addressed, but I believe that others have may fall into this same trap, error or deception from the company on what their options are in the forbearance program, Still think that the company in error or deliberately, misleading their customers in thinking they have to repay the loan whole, have to do a repayment plans on this payment or refinance their loans and not giving them the option of the deferral program under the XX/XX/XXXX program.. I think the company in good faith, if in errors of training Etc, should sent out a letter to the people who have aXX/XX/XXXX program, that customers can defer their payment to the back of the loans. Just pull my phone calls records with the company and listen to their pitch Etc. These phone records will show the issues and the phone calls itself their training of their Associates and the misinformation that they were giving and the information they were not giving. I believe that the company, which could be an error, was trying to benefit off of the people who were on the forbearance program to refinance to different types of loans etc. And since my phone call of the option over the phone to defer the payments to the end of my loan which was not an option in the beginning or during this process. And good faith if this was all in error, training issues, Etc. In the company to step up to the plate and inform people of their options. especially when it comes to the deferral payment to the end of the loan under the XX/XX/XXXX program. And I believe that all customers should receive this letter not just myself. this process should be monitored by somebody like yourself, the XX/XX/XXXXEtc to ensure the letters have been sent /mailed out. Thank you for listening to my concern I hope that you do really investigate and see the evidence. and the company looks at doing the right thing to fix the problem that may have occurred.
Company Response:
State: TN
Zip: 370XX
Submitted Via: Web
Date Sent: 2020-12-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-12-07
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: We applied for a pre-approval letter through Citizens one online in XX/XX/XXXX. We were pre-approved for {$250000.00} and we proceeded to look for homes. We signed for a home in XX/XX/XXXX. We sent everything to the bank when they asked for it. They proceeded to ask for the same thing multiple times such as signatures and pay stubs. We sent everything by email. I do still have the emails showing things being sent back. We would go weeks without anyone returning our calls and emails. On the last day that things needed to be processed we got a call stating that we would need to refinance our car this was XX/XX/XXXX. We were originally supposed to close on XX/XX/XXXX. The sellers were willing to work with us and we did refinance. The bank sent over a commitment letter to close on XX/XX/XXXX. We continued to have to send over paperwork 3-4 more times because no one could find it. We would also go unanswered with emails, phone messages and text messages. Our realtor and the the listing realtor would also go unanswered. I was told that everything was with the processor and she was looking over our information on XX/XX/XXXX. The processor did not return calls or emails. The processor then waited until XX/XX/XXXX to reach out to say that she could open the attachments on the email I sent the prior week. The processor lied and stated she had just got my file. I have a letter form the same processor dated for XX/XX/XXXX. Also, if she she was going through my file on XX/XX/XXXX she would have known that the attachments did not work. On XX/XX/XXXX the sellers terminated the contract. The bank did not follow through with anything they needed to do to close on time for the home. I have the unanswered emails and text messages to the officers involved. I can also pull my cal logs for the unanswered phone call messages. We would like the bank to reimburse {$580.00} for the home appraisal. We lost the home due to the bank not following through on their end and not sending over the information needed to close on the home. The bank did not keep an appropriate time frame for either closing. I have tried twice to file a complaint with the bank and no one followed through me with time.
Company Response:
State: OH
Zip: 446XX
Submitted Via: Web
Date Sent: 2020-12-07
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-12-03
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: It is saying that I was late on a credit card payment and I am not. This is situation is giving me a hard time to apply for a loan. Please review. Thank you,
Company Response:
State: FL
Zip: 32828
Submitted Via: Web
Date Sent: 2020-12-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-12-02
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: I began the process of refinancing my existing home mortgage with Citizens One Home Loans in early XX/XX/XXXX with XXXX XXXX, NMLS ID # XXXX. As expected, an appraisal was ordered for my home and was completed on XX/XX/XXXX. The man who completed the appraisal was friendly and cordial when he arrived, but after going through my home and completing the appraisal, somehow in less than 10 minutes, he would barely speak to me as he was leaving and did not answer all of the questions I had about his process and next steps. After much thought, it is my determination that during his going through the home, he discerned that this was a XXXX household, which he did not like. I can determine no other explanation for his very obvious change in mood and professionalism. About a week later I received a copy of the completed appraisal which estimated my home was valued nearly {$30000.00} less than expected. Even more, it was estimated to be worth {$16000.00} less than I paid for it almost 2.5 years prior and {$17000.00} less than it had appraised for at that time. Given the housing market in the XXXX XXXX area where I reside, the suggestion the home would decrease in value that much is absurd. If anything, the home has increased in value, especially due to the improvements made to it in XXXX, which the appraiser would not listen to me long enough to explain. I attempted to reach out the appraisal company to understand the logic behind the determination but received a cold shoulder and told they could not speak to me, even though I had a copy of the appraisal in hand. I next reached out to Citizens One to dispute the finding. At this time I learned my mortgage loan officer had left the company and was assigned a new loan officer, XXXX XXXX, NMLS ID # XXXX. It took numerous attempts to even initially reach XXXX, but she finally submitted a dispute to their appraisal team. Two weeks later on XX/XX/XXXX XXXX stated my dispute had been denied. I asked for an explanation for the denial or to speak with someone to better understand. She was unable to offer further information and asked that I allow her time to speak with her manager. A few days later she claimed her manager, XXXX XXXX, NMLS ID # XXXX, had raised another dispute and she would reach out shortly. Nearly three weeks pass and I am unable to reach XXXX in any fashion. I finally obtain contact information for XXXX XXXX himself and reach out directly and we spoke on XX/XX/XXXX during which time I explained the full situation to him, a situation which he was completely unfamiliar with, suggesting XXXX had fabricated the subsequent appraisal dispute. He states he will follow up and I will hear back from him the next business day. Over a week passes and I hear nothing from XXXX after repeated email attempts. When I do finally get in contact he dispatches me to a different loan officer who reports to him, XXXX XXXX, NMLS ID # XXXX. XXXX was able to share with me that my appraisal dispute was denied due to my homes appraised value being in the range of three of the four comparable homes quoted in the appraisal. The fourth home in the comparison, which sold right at the price I originally quoted for my refinance, was not taken into consideration because the sale had not closed. Why would it be a comp home if it would not be considered? Additionally, the home 's sale had closed since I raised the dispute. Further facts disregarded by the original appraisal and the dispute team was the fact that my home was the model in the community and has tens of thousands of dollars worth of interior upgrades which the three out of four previous homes did not have. The fourth comparable home, which was disregarded, is most similar to mine on the interior. In the meantime, XXXX begins to push for me to move forward with the refinance, even though it would mean I could potentially be out over {$3000.00} to close and my monthly payment would be {$50.00} more than originally quoted. When I explained this was not acceptable and wanted a better explanation as to why my dispute was denied, XXXX XXXX responses became less frequent. I reached back out to XXXX XXXX on XX/XX/XXXX given XXXX XXXX not providing further feedback on my new " escalated '' appraisal dispute. XXXX stated he would be requesting the dispute team approve a completely new appraisal and would let me know as soon as additional information is available. Today, on XX/XX/XXXX, I have received a Statement of Credit Denial from Citizens One stating they will not extend me credit due to insufficient collateral. This is of course because of the severe undervaluing of my home. Not to mention the four months of time I have wasted attempted to have this issue remedied with Citizens One. If they were going to deny me the refinance, why is this communicated in XXXX and not closer to early XXXX when the appraisal was completed? I submit this complain against Citizens One Home Loans primarily due to the discrimination served against my home due to either their competence or me being in a XXXX relationship, which resulted in the severe undervaluing my home. Due to this, I am no longer able to complete the refinance, and even if I had been allowed to move forward, I would have been expected to pay more out of pocket for closing and monthly on my payment. The discrimination against me was also apparent in the lack of responses received from Citizens One throughout the refinance process by XXXX, XXXX, and XXXX.
Company Response:
State: TN
Zip: 37076
Submitted Via: Web
Date Sent: 2020-12-02
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-12-02
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Investigation took more than 30 days
Consumer Complaint: I filed multiple disputes with XXXX, XXXX, and XXXX in regards to the incorrect items on my credit reports. It has been well over 30 days and I haven't received any investigation responses to my letters that I have sent to the Credit Bureaus.
Company Response:
State: OH
Zip: 44107
Submitted Via: Web
Date Sent: 2020-12-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-12-02
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: A business associate and myself years ago purchased a condominium together ... .he fraudulently transferred it out of my name, then he was XXXX of XXXX from me, and went toXX/XX/XXXX For 3-5 years, I've been trying to sell the condominium in a short sale ... ... Citizens mortgage company always " goes along with the sale, '' then at the last minute declines it. Citizens mortgage has prevented a short sale of the property on multiple occasions. I'm at wits end on it. I can't sell it, they won't foreclose on it ... ..how can Citizens Mortgage company accept XXXX money XXXX and then not extend to struggling citizens a short sale? Who can address this?
Company Response:
State: RI
Zip: 02886
Submitted Via: Web
Date Sent: 2020-12-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-12-02
Issue: Trouble during payment process
Subissue:
Consumer Complaint: 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 XX/XX/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.
Company Response:
State: FL
Zip: 333XX
Submitted Via: Web
Date Sent: 2020-12-02
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-12-01
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Citizens One XXXX took over my loan from XXXX XXXX XXXX on XX/XX/XXXX. I have had the same monthly payments every month since then, but on XX/XX/XXXX, Citizens One XXXX XXXX automatically withdrew {$3700.00} from my bank account without my authorization. My monthly mortgage payment has been the same since we purchased the house in XXXX - {$1400.00}. I immediately called Citizens One and they said the extra payment was because of an insurance charge for flood insurance. Citizens claimed they did not know that I pay this separately every year. Once I showed proof of insurance, they processed a refund check and sent it back to me through the mail. I also canceled my automatic withdrawals and have been sending my monthly mortgage payments via checks through the mail. For some reason, Citizens One continues to send me monthly statements with extra escrow charges and continues to charge me for insurance and taxes that I pay separately every year and have never paid through my mortgage company.
Company Response:
State: TX
Zip: XXXXX
Submitted Via: Web
Date Sent: 2020-12-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A