Date Received: 2020-10-01
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I just went through construction on my home and the bank uses a computer assisted rate to estimate my new tax amount which is over {$10000.00} off. I have called my tax department to verify my new tax rate but they can not give me anything in writing until the new rates are set but have assured me that it will not be over {$11000.00}. The bank says it will be over {$22000.00} based on their computer automated system. This is causing me be have to pay over {$1000.00} extra every month into my escrow account which is a huge financial burden.
Company Response:
State: NY
Zip: 117XX
Submitted Via: Web
Date Sent: 2020-10-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-10-01
Issue: Trouble during payment process
Subissue:
Consumer Complaint: On XX/XX/XXXX, properties I own and rent ( a 2 unit duplex ) caught fire preventing tenants to remain living at my units. Unit 1 had a mortgage bal of $ XXXX and Unit 2 no mortgage so my insur co issued 2 separate cks which were received on XX/XX/XXXX ( the one for Unit 1 was pay to the order of my husband and a previous mtg servicer who sold the loan to bank I am submitting this complaint about ). So it took another week to have my insurer send a corrected ck payable to both my husband and the mortgage company ). I understand this is normal practice since the mortgagor has a $ XXXX interest in the property. The insur ck to be used to restore the unit is for {$91000.00}. In the week waiting for the new check, I researched the Insur Claim process with the company and decided I would be more conveniently served and able to restore my unit more quickly if it was paid off. I was informed by XXXX to send the insur ck once received to the insur claim dept in XXXX SC along with their mailed payoff quote and a separate letter requesting the insur claim ck to be applied to the outstanding balance and return the excess to me. The payoff letter was for XX/XX/XXXX ( although I did submit another mtg payment after the payoff quote ). My mailing was sent the same day I received the corrected ck and sent trackable. It was received by the company on XX/XX/XXXX. I was also tracking the status of my loan via website and their insur tracking text service ( which still on XX/XX/XXXX does not reflect the receipt of the insur claim ck ). So, on XX/XX/XXXX since the website showed no payoff and concerned about additional interest I would incurring - even though they had the funds since XX/XX/XXXX and did not apply it towards the loan until XXXX wired in $ XXXX. This amount ( the wired funds ) paid off the loan. So contact with the loan was now directed towards finding out how they can hold onto funds which were sent to protect their interest in the property when they no longer had an interest. If I called the customer service number, I was told the insurance dept had to handle this. If I called the insurance dept, I was bounced to the Payoff dept, the payoff dept was consulted by either the insurance dept or customer service dept and then I was told by XXXX that they had 20 days ... a vicious circle and erroneous information every time. I was told by Sue with the release would occur on XX/XX/XXXX. An earlier conversation ( with XXXX ) told me that since the loan was paid off, they have the 20 days and that I would receive the $ XXXX with the return of my escrow overage. Well, I got my escrow overage ck of {$890.00} which states it is a payment in full. This prompted an immediate call explaining I really needed to get my $ XXXX. Yesterday, XX/XX/XXXX I was told by XXXX that she would call me back by XXXX XXXX eastern to give me a status update. She was to find out if they can wire the funds to my acct ( although she did not ask for the bank acct info ) and let me know its status. It is almost XXXX et and still no call. This fiasco has cost me lots of stress-trying to complete repairs to both units when this company received all the funds for Unit 1 and $ XXXX wired funds on XX/XX/XXXX, leaving me only $ XXXX to do the repairs timely so I can get units re-rented BY XX/XX/XXXX.
Company Response:
State: VA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2020-10-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-09-30
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: Applied for loan XX/XX/XXXX with Citizen 's Bank, agent XXXX XXXX ( NMLS ID XXXX ). I was told 15 year fixed would be 2.5, closing costs {$3400.00}, I did not have to have Citizen 's account, and I did not have to escrow. I was approved on XX/XX/XXXX and asked for the details again. He said, " we already went over them, we don't have to do it again ''. After pressuring him, he said, It would be 2.65 paying 0.25 points, I had to have a Citizen 's checking account, I had to escrow, and closing would be XXXX or more. XXXX is either incompetent or a scam artist and I am guessing the ladder
Company Response:
State: PA
Zip: 19608
Submitted Via: Web
Date Sent: 2020-09-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-09-29
Issue: Managing the loan or lease
Subissue: Billing problem
Consumer Complaint: I submitted an ACH payment to Citizens One Consumer Loan Servicing/ Citizens Bank , ( mailing address - XXXX XXXX XXXX, XXXX , RI XXXX phone number XXXX XXXX XXXX ), with the wrong account number. The bank and I acknowledged this mistake and the bank sent me a letter which states that the bank has reversed my payment. As of this letter and today 's date the bank has not reversed my payment of {$400.00}, I double paid to avoid other problems with the account and the bank processed my payment. The bank has also not responded to my phone calls or complaint letters and is ignoring my letters.
Company Response:
State: VA
Zip: 23112
Submitted Via: Web
Date Sent: 2020-10-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-09-26
Issue: Problem with a lender or other company charging your account
Subissue: Transaction was not authorized
Consumer Complaint: I rented a vehicle from XXXX XXXX on XX/XX/2020 to XX/XX/2020 for a total of {$370.00}. By the morning of XXXX/XXXX/2020, XXXX had charged me {$870.00} ( including the agreed upon {$370.00} ). I immediately notified my bank that these extra charges were not authorized by me, and that my account needed to be blocked from any other charges being made. They immediately froze my debit card from being charged any further. Next, I called my auto insurance company, XXXX XXXX XXXX, to have them help me dispute the charges that XXXX was claiming against my bank account. XXXX failed to honor their obligation to our auto insurance agreement. I then contacted Citizens Bank Customer Service phone number ( XXXX ), and explained to them in further detail what transpired with XXXX XXXX. The Citizens Bank associate told me that they could dispute the overcharges by XXXX XXXX, and that XXXX XXXX XXXX failed to provide good of services. I was advised that I could dispute all charges on my bank account made by XXXX XXXX XXXX, which totaled {$1100.00}. The total of {$1600.00} is being disputed on my bank account against XXXX XXXX and XXXX XXXX XXXX simultaneously. Multiple Citizens Bank associates had told me that the total of {$1600.00} in disputed charges would be provisionally credited to my account multiple times. I have only received a credit for {$200.00} out of the {$1600.00}. After weeks of calling to gain insight on the current status of my dispute, I was repeatedly told someone would call me back ( never received a call back as they had said I would ). Later, an associate of the claims department and the bank manager at my local branch assured me that I would receive the remaining {$1400.00} into my bank account by XXXX/XXXX/2020. I still have not received anything except for the {$200.00} credit on XXXX/XXXX/2020. I have spent the last 45 days trying to recuperate the overcharge from XXXX XXXX and failure to meet services by XXXX XXXX XXXX. When I attempted to visit the Citizens Bank Branch at XXXX XXXX XXXX XXXX, XXXX XXXX, PA XXXX to resolve these disputes, I was refused service and called a XXXX ( I'm of XXXX decent ). On XXXX/XXXX/2020, XXXX XXXX from the Office of the Chairman at Citizens Bank, sent me a letter in acknowledgement of the racist behavior I experienced at the behest of a Citizens bank associate. As I mentioned, it has been 45 days of being told I will be contacted, repeated requests for me to submit the same documentation, and empty promises of credits to my bank account being restored. At this point I do not feel as though they have honored my rights as a consumer of a financial institution and see no resolution in sight.
Company Response:
State: PA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2020-09-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-09-28
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My mortgage company, Citizens One Home Loans, is erroneously trying to collect late fees and have refused to remove them from my account. I have emailed, faxed, and sent certified letters explaining the amounts but the last response from them states " they are not in error ''. In XX/XX/XXXX, I entered into a repayment plan with Citizens One for three month arrearage due to an unemployment situation. The repayment plan amount included late fees for the previous months. I understood no late fees were to accrue once you were on a repayment plan. I did not fail to make the payments as agreed and, in fact, repaid the arrearage early, which included the late fees. The Repayment Plan was XX/XX/XXXX through XX/XX/XXXX but was paid in full in XX/XX/XXXX. The latest letter states they charged a late fee of {$53.00} from XXXX through XXXX ( while I was in a repayment agreement ) which would be {$260.00} however they have a charge of {$530.00}. Further, Citizens One, has incorrectly reported my 'past due ' as 3 over '120 ' to my credit report which is also incorrect. Part of this is also due to mishandling the sale of my FHA loan while I was already in the process of requesting loss mitigation assistance with previous company. I was 2 months behind when my first mortgager sold my loan to Citizens One which caused delays in paperwork ( or extended the time to process ). I have clear documentation on this issue and do not understand why they fail to properly adjust my records. The latest letter from Citizens One states that " the fees charged to the loan were a result of payments satisfied AFTER the grace period '' which is the XXXX of each month. Documents showing my payment transactions are provided along with other evidence and NONE were made after the grace period. I was clearly told there would be NO late fees accrued after I entered into a Repayment Plan. Nevertheless, even if they do charge late fees it is still invalid because I have already paid it as shown in my attached letters to them. It seems to me they are throwing anything they can just to see if it sticks.
Company Response:
State: GA
Zip: 30040
Submitted Via: Web
Date Sent: 2020-09-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-09-28
Issue: Can't contact lender or servicer
Subissue:
Consumer Complaint: I bought the car when I lived in the state of virginia it was financed by citizenone loan number XXXX and the title is found on the website XXXX the dmv of the state of florida has requested and this server the transfer of the title to the state of florida and my title support does nothing, I have confirmation number XXXX, and the last 4 are, XXXX and nothing to do the transfer, I am No tag, I can't use that car and I have to pay for it. my title support says to contact me by email and they don't have it on their website. The bank does nothing as long as you visit the mytitlesupport website. That is my complaint. Thank you XXXX XXXX
Company Response:
State: FL
Zip: XXXXX
Submitted Via: Web
Date Sent: 2020-10-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-09-25
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: At the time of our application XXXX XX/XX/2020 ) were told the minimum credit score requirements for loan approval were XXXX. As we went through the application process, required repairs had to be made in order for the loan to be considered and approved. Since we were planning on utilizing funds from the XXXX to complete those repairs we had to use alternative financing ( credit cards ). After many delays due to supply chain issue 's because of COVID repairs were finally completed, we notified our loan officer XXXX XXXX 2020 ) and we were able to continue the loan request process. We received conditional approval XXXX XX/XX/2020 ). The home was then appraised, we received notification the XXXX was in final review and we would be contacted shortly to schedule a closing. I was notified at midnight by email that we no longer qualified because of credit score had fallen ( due to high credit card utilization ) below the new requirement of XXXX. We were 100 % misled the entire time. At NO TIME were notified of the new requirements or even contacted that the second credit pull would be completed. Had we been given the information of the new credit score requirement we could have made different financial decision to avoid this unfair outcome. We contacted CITIZENS and requested an exception. The request was sent to the manager, it has been over a week since the request and they are now no longer communicating with us, we can not get anyone to return our calls or respond to emails.
Company Response:
State: NY
Zip: 137XX
Submitted Via: Web
Date Sent: 2020-09-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-09-24
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: Two fraudulent withdrawals were made on my debit card and listed to an ATM at XXXX XXXX XXXX XXXX XXXX CO. Ive never been to CO and my debit card has always been on my person. XX/XX/2020 @ XXXX XXXX for {$60.00} with fees totalling {$6.00} and XX/XX/2020 @ XXXX XXXX for {$60.00} with fees totalling {$6.00} - a total of {$130.00} taken fraudulently from my account. I cancelled my card, started a claim w/ the bank ( # XXXX XXXX ) and received a call from Citizens Bank stating that they were not responsible because a chip and my PIN # were both used. I have contacted XXXX PD and was given a case # XXXX. They were not optimistic about being able to help me, as the ATM was in a part of town where the businesses were not inclined to help police.
Company Response:
State: MA
Zip: 016XX
Submitted Via: Web
Date Sent: 2020-09-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-09-23
Issue: Getting a line of credit
Subissue:
Consumer Complaint: On XX/XX/2020 I tried to pre-order the XXXX XXXX XXXX XXXX from XXXX. This was advertised as part of a monthly installment payment plan of {$34.00}. The credit was offered through Citizen 's One. However, when I went to submit my order the request timed out and I was then told the product was OUT OF STOCK. I contacted XXXX to see if they could resolve the problem and was given a condescending reply from their customer service rep who offered no assistance and told me it wasn't his problem to fix. I then contacted Citizen 's Bank automated line. They told me I had a line of credit of {$2500.00} available to me for a purchase that never completed successfully. I waited on hold for 45 minutes before giving up - I have a job I need to tend to and don't have time for this. So my credit was pulled for a product/service that I never received and now I have an erroneous line of credit of {$2500.00} in my name.
Company Response:
State: IL
Zip: 61821
Submitted Via: Web
Date Sent: 2020-10-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A