Date Received: 2020-11-09
Issue: Problems at the end of the loan or lease
Subissue: Problem related to refinancing
Consumer Complaint: On XX/XX/2020 I reached out to Citizen One Consumer Loan Service for a 10 day payoff on my Truck loan to be faxed to XXXX XXXX XXXX I gave them a name and the fax number to who they needed to fax it to. I reached out to Citizen One Consumer Loan Service on 5 different times and they told me 5 times it will be faxed to XXXX XXXX XXXX within 24 hour but after reaching out to the Loan Officer she stated as of yesterday she has not received the 10 day payoff information.
Company Response:
State: IL
Zip: 622XX
Submitted Via: Web
Date Sent: 2020-11-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-11-09
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Citizens One Home Loans. Sold my house and the title company has been trying to get a payoff since XX/XX/XXXX. They asked me to try. I called XXXX and got automated message for a call back in two days. Called a different number and got a person who said they would fax it in 5-10 days. I need a payoff to close on my house this week. I explained the urgency and the constant attempts and the person just kept saying youll receive it in 5-10 business days.
Company Response:
State: KY
Zip: 40504
Submitted Via: Web
Date Sent: 2020-11-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-11-07
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My mortgage monthly mortgage payment is {$1000.00} ; the mortgage insurance is {$65.00} ( which goes to escrow ), which brings my total monthly payment to {$1100.00}. On XX/XX/2020, I made a check payment of {$1100.00} to Citizen 's One Home Loans, indicating the payment was for the XXXX Mortgage, Interest, and PMI. This payment was made using the XXXX bill stub, sent in the envelope. Citizen 's One Home Loans applied this amount to additional principal instead of My XXXX payment. I advised Citizens One they are no longer responsible to pay my property taxes, therefore I am not sending them any money toward my property taxes. Citizen 's One is deducting {$360.00} out of my monthly payment and placed into the escrow account. The only amount that should be going into the escrow account every month is {$65.00} ( PMI ). The rest should go to the mortgage principal, interest, and additional principal. Any amount in excess of {$1100.00} should go to additional principal. Please Help.
Company Response:
State: RI
Zip: XXXXX
Submitted Via: Web
Date Sent: 2020-11-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-11-06
Issue: Closing an account
Subissue: Funds not received from closed account
Consumer Complaint: My personal checking account was closed without notice on XX/XX/XXXX. The account was in good standing and primarily used for direct deposit and paying bills. I called customer service on XX/XX/XXXX and was told that I should receive a check for {$15000.00} within 7 business days. I called back on XXXX and was told that my account was actually closed on XX/XX/XXXX and that I should expect my check within 10 business days. I called again on XXXX and they told me to go to a local branch to resolve this. I went to a local branch on XXXX and they issued a new check but it won't arrive until XX/XX/XXXX at the earliest.
Company Response:
State: PA
Zip: 19147
Submitted Via: Web
Date Sent: 2020-11-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-11-06
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Citizens One of XXXX, RI, has fraudulently collected unearned interest 3 months in a row. After selling previous residence, I made large payments to reduce the loan balance. In XXXX I sent a check for {$200000.00}, along with the payment coupon for XXXX with instructions to apply the overage to principal balance. Instead, they took the XXXX payment, in addition to the XXXX payment. This included over {$700.00} in interest, even though interest due in XXXX amounted to less than {$50.00} because of the {$200000.00} check received on XX/XX/XXXX. In XXXX. I sent a payment for {$10000.00} for XXXX payment, and they repeated the mistake a 2nd time, charging me in advance for XXXX, including an inflated interest amount that did not reflect the reduced principal balance. The following month, the same thing happened, even though I had complained each time that I wanted the overage applied to principal and that I never authorized future payments to be withheld. Each time they did respond by reversing the payments they took in error, but they collected interest on the future payment as of the date the error was corrected, not the date the payment was first received. This scheme clearly is an attempt to collect unearned interest and to delay the consumer 's attempt to amortize more quickly. I challenged Citizens One on this practice and they did reverse most of the erroneously collected and misapplied amounts. I am a retired banker, but I feel this scheme might adversely affected a consumer who may not they can and should challenge this practice. I am retired and have the time to monitor erroneous activity and navigate corporate barriers. This company 's practice has the ability to cause harm to others who may not have some of the luxuries I have.
Company Response:
State: NE
Zip: 68164
Submitted Via: Web
Date Sent: 2020-11-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-11-04
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: Citizens One XXXX XXXX is my lender. My business was shut down due to Covid-19. As a result, I missed 2 mortgage payments ( my payment due on XX/XX/2020 and my payment due on XX/XX/2020 ). Once my business opened back up I was able to make my payment due on XX/XX/2020. I have made all of my payments since. I am currently in forbearance. So I am not being foreclosed on due to my 2 missed payments. But I have been trying to contact my lender for 4 months to discuss a deferment of the 2 missed payments and possibly a loan modification. I have called multiple times. I am transferred to a representative fielding calls form an overseas call center. The representative is not able to provide assistance. The representative states that a Relationship Manager will call me back. No one ever calls. I have called them multiple times only to continue to get the same result. I am directed to a website that is of no use to me. Once logged in there is a phone number listed for my " relationship manager ''. The number is not in service. Relationship Manager Name : XXXX XXXX. Phone Number : XXXX. I am actively trying to resolve this issue with this lender and they are making it impossible to resolve. I can not speak to anyone who can help me. I go in circles and get the run-around constantly.
Company Response:
State: PA
Zip: 194XX
Submitted Via: Web
Date Sent: 2020-11-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-11-04
Issue: Lost or stolen check
Subissue:
Consumer Complaint: On XX/XX/2020 I received copies of my completed tax returns in the mail that were prepared by XXXX XXXX XXXX XXXX. I immediately noticed that my refund of {$12000.00} was set to be deposited on XX/XX/XXXX into a bank account that was not mine. I called the IRS and Mr. XXXX to inform them of this error. I was told by the IRS that they need 10 days to stop an electronic deposit from hitting an account. The rep provided with the name of the bank and advised me to call the back and notify them of the error so that they could return the funds to the IRS. I called Citizens Bank and visited the branch at XXXX XXXX XXXX XXXX, XXXX, OH. While in the branch I spoke with the Branch Manager and an Associate who took down all my information including the account number ( XXXX ). They assured me they were notating the account and escalating the matter through the proper channels. I also continued to call the bank for the next week and was told that the notes were there and that the funds would be returned in a few days or so. The Rep at Citizens confirmed like the IRS rep that the names did not match the account and since it was coming from the IRS they would definitely return the funds. To no avail, I contacted Citizens Bank at least a dozen times and was told different stories by different reps. In early XXXX, one Supervisor told me that I needed a letter from the IRS stating that indeed it was an error. I contacted the IRS and they told me that they do not send letters but that they would put a trace on the funds and that would result in the bank returning the funds. I continued following up with the bank and being told it was being investigated. I called again 3 weeks ago and spoke to another Supervisor who reached out to the ACH department while I was on the line. She told me a man by the name of XXXX was handling the case and he could give us an update. She was unsuccessful in reaching XXXX so took my information and said that XXXX would follow-up with me in XXXX hours. I did not hear from XXXX. I called again today XXXX XX/XX/XXXX ) and spoke to another Supervisor by the name of XXXX. XXXX reached to the ACH department and came back to the line about 15 minutes later. She told that she had an update but it wasnt good news. She professed that the bank did not immediately put a hold on the funds and the account holder had withdrawn most of the funds and the account was overdrawn and that there was nothing the bank could do. I am beyond devastated and angry. Citizens Bank took me on an emotional roller coaster for over 4 months only to tell me they gave my money away and that basically its too bad because they dont feel they are responsible. How could they not be responsible after I informed them before the funds were even deposited that there was fraudulent activity? I will ultimately pursue legal action if I need to. This is a large sum of money and they are responsible.
Company Response:
State: OH
Zip: 44139
Submitted Via: Web
Date Sent: 2020-11-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-11-03
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Investigation took more than 30 days
Consumer Complaint: I have filed a dispute in regards to the incorrect items on my credit report. It has been well over 30 days and I havent received any investigation results.
Company Response:
State: IN
Zip: 464XX
Submitted Via: Web
Date Sent: 2020-11-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-10-30
Issue: Trouble during payment process
Subissue:
Consumer Complaint: This complaint is in regards to the CARES Act and the inability of Citizen One Bank ( COB ) to timely remove my request from Forbearance, their tactics and handling of the process. Simply stated they are leveraging the Forbearance provision in the CARES Act to collect payments versus helping people. In late XXXX I requested Forbearance from a COB mortgage for a home that is rented to a real estate agent. COB approved the Forbearance but did not notify me for until late XXXX forcing me to make a payment prior. So I accepted the Forbearance for the XXXX and XXXX payment. In XXXX, I was able to begin making payments and began doing so. Again and unbeknown to me COB extended the Forbearance without notifying at all, no email, no phone call, nothing in the mail until they had already extended for another 90 days. I continue to make my payments and immediately contact them to get me out of Forbearance. COB stated they could not remove me from Forbearance until their Loss Mitigation Department had approved for the two unpaid balance to be deferred. They first stated it would take 10 days, then 30 days, and after 60 days it they still had no idea when they would get to the approved deferral. The reason I ( and probably many others ) wanted out of the Forbearance is because we had a great opportunity to refinance our home mortgages at much lower rates. In light of the pandemic, this was a blessing to restructure this debt but it could not be done until the Forbearance closed was at least 2 months of regular payments were made. I finally just had to repurpose some other bills to immediately pay the two months balance which was the only way the COB Loss Mitigation Department would remove me from Forbearance. And even so, they were incredibly hesitant to do so without immediate payment because if I did immediate pay the balance I could be reported to credit agencies. So if COB had any interest in complying with the law, they did so in a shameful and wirily way. First they did not let me know in time to take advantage of 90 days of Forbearance, 2nd they extended the Forbearance without any approve or consideration from me, 3rd the locked me into a long and extended means of approving a deferral, and finally treated the Forbearance like a credit collection event versus the assistance that the CARES Act provided for and was intended.
Company Response:
State: TX
Zip: 78641
Submitted Via: Web
Date Sent: 2020-10-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-10-30
Issue: Problem with a lender or other company charging your account
Subissue: Transaction was not authorized
Consumer Complaint: Between XX/XX/XXXX and XX/XX/XXXX a total of {$9400.00} was withdrawn from my Checking Account using the banking application " XXXX ''. These transactions were not authorized by me and during the period I did not have a XXXX account. It appears that my account information was breached and used to create a bogus XXXX account which in turn was used to steal money from my account. During this period I was not aware of these transactions as I did not know how to access my account activity online and I was not receiving paper statements. I contacted Citizens Bank and filed a fraud claim and was twice notified that they found " no fraud ''. I am seeking re-crediting of the monies stolen out of my account and Citizens bank has refused to do so.
Company Response:
State: MA
Zip: 010XX
Submitted Via: Web
Date Sent: 2020-11-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A