Date Received: 2020-08-31
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: I opened a mortgage with Franklin American Mortgage in XXXX. I paid the mortgage off in full on XX/XX/XXXX, as referenced by a payoff loan official letter from the company. Since then, there have been delinquencies reported for over 120 days on my credit report. When I call the company that handles those loans, they have no record of my account, even after providing my social, account number, address, etc. The company, XXXX has no information, FRANKLIN AMERICAN has no information, and CITIZEN BANK has no information, but the notation on my report is from FRANKLIN AMERICAN.
Company Response:
State: NY
Zip: 11003
Submitted Via: Web
Date Sent: 2020-08-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-08-29
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Their investigation did not fix an error on your report
Consumer Complaint: I am a victim of identity theft. Due to the Corona Virus Pandemic, we are all facing which has me sitting still at home and I saw the recent news about the multiple XXXX Data breaches. I decided to look at my credit reports from the 3 major credit bureaus and found that someone had used my Identity. I have no idea how the theft took place. I also have no knowledge of any suspects. I did not receive any money, goods, or services as a result of identity theft. I contacted the Credit Bureau and told me to file an Identity Theft Report which I am doing. I appreciate your effort in getting this matter resolved. Thank you. Please let me know if you need any other information from me to block this information from my credit report. Thank you.
Company Response:
State: NJ
Zip: 08046
Submitted Via: Web
Date Sent: 2020-09-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-08-29
Issue: Trouble during payment process
Subissue:
Consumer Complaint: This complaint is being made through CPFB after numerous inquiries since XXXX, XXXX have been made with our previous mortgage company, Citizens One Home Loans and our current mortgage company/lender, XXXX and servicer, XXXX XXXX, XXXX. We contacted a representative at Citizens One by telephone in XX/XX/XXXX, who informed us that Citizens One had forwarded the complete electronic mortgage file to the lender, XXXX and their servicer, XXXX XXXX during the sale of our mortgage in XXXX, XXXX. She stated the complete electronic file would have included all documentation regarding HAMP. There was no follow up to our telephone call by Citizens One regarding our request for a complete review of our Home Affordable Modification Program ( HAMP ) and the principle reduction alternative ( PRA ) program. It would appear to us that if our complete mortgage electronic file was forwarded from Citizens One to XXXX XXXX during the sale of our mortgage, it should have included all documentation regarding the PRA/Forebearance including our original PRA/Forbearance notification letter of XXXX, XXXX and related documentation on the subsequent investor incentive payments to Citizens One and/or XXXX. On XX/XX/XXXX, we sent a follow up letter to Citizens One and after they researched our request they informed us on XX/XX/XXXX that we should contact the new servicer, XXXX, for a copy of the document requested. On XX/XX/XXXX, we notified XXXX XXXX ( our current loan servicer ) by letter with a request to make complete review of our Home Affordable Modification Program ( HAMP ) file record to locate a copy of this XX/XX/XXXX letter that we received from Citizens One informing us of a PRA of {$100000.00} under HAMP. I asked them to forward us a copy of the letter. However, XXXX has responded by letter dated XX/XX/XXXX that they were unable to locate in the records forwarded from Citizens One that HAMP letter you purportedly received. The XXXX response letter adds that if you are able to provide additional documentation XXXX can investigate the matter further. On XX/XX/XXXX, we sent a second letter to Citizens One along with whatever documentation we could produce regarding this matter. Citizens One replied by letter on XX/XX/XXXX indicating they had no information regarding the principal reduction alternative and suggest that we if have additional information they could look into this matter further. Both companies have not provided basic answers to our questions regarding the PRA program of our HAMP account, nor have they responded to our questions regarding ancillary information or documentation that could be available regarding possible Citizens One investor incentive payments from a separate ledger in which they may have received from the federal government regarding the PRA. They have both indicated they have no record of the PRA Forbearance letter dated on or about XX/XX/XXXX. We have informed them that we previously received a PRA Forbearance letter dated on or about XX/XX/XXXX. We have been unable to locate the original letter. However, the letter indicated that we had reached a milestone in the HAMP program by having made the monthly mortgage payments since XXXX, XXXX and the letter congratulated us on having reached this point in the HAMP. The letter also indicated that if our monthly mortgage payment are made in a timely fashion for 36 months the original principle reduction amount of {$100000.00} ( non-interest bearing amount ) would be reduced to XXXX under the principle reduction alternative. The information on the PRA letter of XX/XX/XXXX was different from previous correspondence we received from Citizens One regarding the Pay-For-Performance payments we received towards the interest bearing principle. We had previously received notices regarding applying {$1000.00} to our principle ( interest bearing amount ) each year from XXXX to XXXX. There was also a letter we received towards the end of XXXX from Citizens One indicating a payment of {$5000.00} would be applied because we had continued our monthly payments in the HAMP program. We received a total of {$10000.00} applied to the interest bearing principle. However, we took notice the XX/XX/XXXX letter regarding the PRA forbearance that indicated the principle reduction amount of {$100000.00} ( non-interest bearing ) would be extinguished if we completed the mortgage payments during the 36 month period. We have recently conducted additional research regarding the matter and believe that we qualified for the principle reduction alternative. It appears to us that measures to maintain our HAMP account should have been implemented by the original lender, Citizens One, and/or the new servicer, XXXX, to complete the PRA program. We also question why our mortgage was sold by Citizens One in XXXX, XXXX with 9 months to go, and prior to the completion of the 36 month period, under the PRA requirement. We believe we qualified for the PRA based on the criteria required under the HAMP approval process in XXXX, XXXX. We also believe that we qualified based on the criteria required for the PRA in which we owed significantly more that the home was worth, our homeowner 's loan was prior to XX/XX/XXXX, the first mortgage amount was less than {$720000.00}, we had the original mortgage payment over 31 % of our gross monthly income, we were in arrears with our mortgage payments and we had sufficient and documented income to support the new modified payment that reduce our monthly payment in XXXX, XXXX to {$1300.00}. We bought our current home on XX/XX/XXXX through lender, Charter One, that was name-changed to CCO Mortgage and later name-changed again to Citizens One. The original loan amount was actually {$650000.00} under the Charter One Home-to-Home program that covered our previous home and our present home. Our previous home stayed on the market for an additional 4 months in which we were paying 2 mortgages during that time. The original price of our current home was {$450.00} and after settlement costs/payments from the proceeds form the sale of our previous home in XXXX, XXXX, we showed a balance of {$350000.00}. Plus Citizens One gave us an immediated home equity loan up to {$44000.00}, shortly after we moved into the new current home in XXXX, XXXX. Our HAMP application made through Citizens One Home Loans was approved for XXXX, XXXX to begin with the HAMP program XX/XX/XXXX after having completed a trial period of three consecutive monthly mortgage payments. The actual Home Affordable Modification Agreement was signed and dated on XX/XX/XXXX showing a total modified balance of {$330000.00} ; consisting of a new deferred principle balance of {$100000.00} ( non-interest bearing amount ) and a new principle balance of XXXX ( interest bearing amount with a beginning interest rate of 2 % ). There was also an outstanding lien balance {$44000.00} against our property that was accumulated through the Citizens One home equity account at the time we filed for HAMP. We also noticed that the Citizens One 2nd mortgage lien amount of {$44000.00} extinguished after we completed a couple of years in this federal government HAMP program. When we filed for Chapter XXXX bankruptcy in XXXX, XXXX after I became unemployed in early XXXX due the downward economy caused by the mortgage/Banking crisis and my wife was the only one working in the family. At the time of modification application in XXXX, XXXX, her gross salary was {$4200.00} monthly. We believe that Citizens One and XXXX would have had a legal obligation under federal law to properly administer our HAMP in a timely fashion. We also believe that Citizens One and/or XXXX benefited by receiving additional PRA investor incentive payments through the HAMP/PRA during the 36 months from XXXX, XXXX to XXXX, XXXX, when we were required to make our monthly mortgage payments. In our XX/XX/XXXX letter to Citizens One, we asked them to look for ancillary documentation connected to the PRA Forbearance letter that we received on or about XX/XX/XXXX. Specifically, we asked about any investor incentive payments that the federal government ( US Treasury or XXXX XXXX XXXX ) would have made to Citizens One and/or XXXX in three successive payments each year from XXXX to XXXX. If Citizens One pursued the information contained in their XX/XX/XXXX letter regarding PRA Forbearance and requirements, we would think that they would've received these incentive payments that are probably contain on a separate payment ledger received from the government. Our question regarding incentive payments to the lender and/or servicer was based on information provided by the IRS and later verified through the Treasury website. The IRS web-page titled Principal Reduction Alternative Under the Home Affordable Modification Program indicates in-part as follows : In connection with every HAMP modification of a loan that is not owned or guaranteed by XXXX XXXX or XXXX XXXX, to encourage participation in HAMP, the government provides incentives to the investor ( that is, the holder of the loan ), to the homeowner, and to the servicer. If a HAMP modification of such a mortgage loan includes a PRA principal reduction, the government makes additional incentive payments over three years to the investor. ( These additional incentives are called " PRA investor incentive payments. '' ) The size of the PRA investor incentive payments depends not only on the amount of principal reduced but also on the loan-to-value ratio and the loans payment history before the HAMP modification. The PRA investor incentive payments range from 6 % to 21 % of the principal amount reduced ... Therefore, it is also our understanding that the federal government, under PRA, would have made additional incentive payments over the three year period from XXXX, XXXX to XXXX, XXXX. We believe Citizens One and/or XXXX Loan would have benefited from the PRA incentive payments as our mortgage was sold in XXXX, XXXX, which is 9 months prior to the ending of our PRA period on XX/XX/XXXX. Under the PRA period from XXXX, XXXX to XXXX, XXXX, we have complied with the government rules that required us to make the 36 consecutive monthly mortgage payments in order to benefit from the PRA in this matter. Please note that under the homeowner 's incentive program of Pay-For-Performance where we received credits totaling {$10000.00} from the years XXXX through XXXX without having to provide any HAMP documentation to Citizens One. In fact, we have never previously had to provide any documentation while receiving proper benefits that the government provided under HAMP. It is also our view is that the HAMP program is administered by the Lender/Servicer, who may have received incentive compensation to administer this HAMP program and should have sufficient documentation in our mortgage file to activate the PRA/Forbearance that should have reduced it to XXXX around XXXX, XXXX. A follow recent up at the Treasury website regarding HAMP and the PRA indicates the mortgage company has the responsibility to preserve all documention regarding HAMP. We're not sure if Citizens One has complied with the Treasury Department 's requirements. Based on Citizen One 's response to dismiss our questions regarding HAMP, we are now wondering if Citizens One forgot to enter the necessary requests to the federal government to complete our principle reduction alternative under our HAMP account. We have complied with all requirements in HAMP/PRA and ask that CPFB give this inquiry a thorough review. We are very concerned with these two mortgage companies and request that CPFB take an in-depth look into this matter. We have been given the run around too many times to expect that Citizens One will even actually look into our inquiry. We believe the CPFB should request and review our complete HAMP/PRA file in this matter to inform us what mistakes have taken place regarding our HAMP account. All indications regarding the PRA process indicates the {$100000.00} ( non-interest bearing ) should have been reduce to XXXX on or about XX/XX/XXXX. It is now 3 years later and the two mortgage companies have done nothing regarding our requests for answers in this matter. If we are not provided an adequate response with verified information/documentation to our inquiry, we may need to contact the US Treasury Department for a further review. Someone needs to take a closer look at the information and documentation in our HAMP file. Thank you for your attention and cooperation in this matter.
Company Response:
State: IL
Zip: 60068
Submitted Via: Web
Date Sent: 2020-08-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-08-29
Issue: Other service problem
Subissue:
Consumer Complaint: I attempted to redeem some series I savings bonds at citizens bank. I am a account holder and I have redeemed savings bonds in the past, the most recent being XX/XX/2019. I was told that this service was no longer being offered. I was referred to the Treasury web site which clearly states that a person can redeem bonds at their local bank. As I stated before, I was referred to the Treasury Direct website which states that you can redeem these bonds at your local bank. It also gives the procedure to send these bonds back to the Treasury dept which then deposits the redeemed bonds plus interest into a bank account which you have to have to receive your money. I have been an account holder with this bank for many years through its three iterations first as XXXX, XXXX and finally Citizens bank. I was never given notification of the change of policy and I feel that it is very unfair at the least to not give notice until you try to cash the bonds. As it happens, I was counting on the funds that day to purchase a car and I could not wait seven days or more for the bonds to be sent to the Treasury dept and then for the funds to be deposited into my account two business days later.
Company Response:
State: PA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2020-08-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-08-29
Issue: Communication tactics
Subissue: Frequent or repeated calls
Consumer Complaint: I contacted this company on XX/XX/XXXX at XXXX because I received a call on XX/XX/XXXX through voicemail from a women named XXXX XXXX from a company by the name of XXXX XXXX XXXX that it was an attempt to collect a debt. I called on XX/XX/XXXX and gave them some pin number XXXX left on my voicemail. I was told that I had a debt of XXXX and something and they were collecting on behalf of citizens bank. I never received a letter in the mail verifying any information that I have a debt with company. Please provide me with the following : What the money you say I owe is for ; Explain and show me how you calculated what you say I owe ; Provide me with copies of any papers that show I agreed to pay what you say I owe ; Provide a verification or copy of any judgment if applicable ; Identify the original creditor ; Prove the Statute of Limitations has not expired on this account Show me that you are licensed to collect in my state Provide me with your license numbers and Registered Agent. I would like verification of the debt or any copy of a judgment, or the name and address of the original creditor, and a copy of such verification or judgment, or name and address of the original creditor, is mailed to the consumer by the debt collector. I would also like to request, in writing, that no telephone contact be made by your offices to my home or to my place of employment.
Company Response:
State: FL
Zip: 33647
Submitted Via: Web
Date Sent: 2020-10-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-08-28
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Their investigation did not fix an error on your report
Consumer Complaint: I see multiple 30 days late marks which is a clear violation of my right under the FCRA. The company has never responded to any of my attempts to obtain any proof or documentation that will prove this account is being reported accurately.
Company Response:
State: RI
Zip: 02860
Submitted Via: Web
Date Sent: 2020-09-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-08-29
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Sometime around XXXX I filled out an application for forbearance with my lender, Citizens One for one of my rental properties. The bank states Your credit will not be affected and late fees will not apply when you enroll in forbearance. About a week later I received a letter that said I did not qualify for forbearance, so I moved on. About a month and a half went by and I was reviewing my auto pay for my loans and I noticed XXXX was pass due. I called Citizens one to inquire. They stated you signed up for forbearance so we took you off auto pay. I told them I received a letter that said I didnt qualify for forbearance, they didnt seem to care. I inquired with XXXX credit bureau and noticed a late payment was reported by citizens. I called Citizens One back to notify them of this mistake, and ended up filing a complaint with customer service. They stated that the dispute would go to a different department and they would review my complaint. After about a month, I called today for an update, they stated that they will not update the credit bureaus of their mistake and have them take the missed payment off of my credit report. My complaint is this : I want The late payments to the credit bureaus taking off. I want to be able to talk to the department at Citizens One who was responsible with coming to the conclusion not to remove the late payment that was their fault, I want to know why I was taken off auto pay. Their conclusion does not take into account their responsibility for lying about the terms of the forbearance plan. They actually did the exact opposite of what the forbearance plan terms says, they reported me to the bureaus and added a late fee to my missed payment. I literally received a letter that said I didnt qualify for forbearance. and their terms say there is no penalty for missing a payment while on forbearance. They took me off auto pay without my knowledge. They applied late fees to me and reported me to the credit bureaus. Customer service has refused to let me speak with anyone in charge of the investing my missed payment. I am at a loss for what to do. I need help!
Company Response:
State: WA
Zip: 989XX
Submitted Via: Web
Date Sent: 2020-08-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-08-27
Issue: Attempts to collect debt not owed
Subissue: Debt was paid
Consumer Complaint: In XXXX & XXXX my husband XXXX & I made 2 home equity 15 yrs loan lines of credit with Citizens Bank of pa but they wrote the balances of the loans off in XXXX and reported them to XXXX to the IRS and credit bureaus as written off. During that time XXXX had applied to consolidate the 2 loans to make a lower payment but since at that time there was the mortgage crisis and the Govn gave bailout money to banks that wrote off loans to struggling homeowners Citizens agreed to write the loans off and the nalsnces were XXXX. Then 31 CFR 903.5 became applicable that has written prior to writing off a debt all collection must cease, that since all collection is prohibited that includes sale of the debt that was written off and the bank must have counsel release any lein on my home. But after they wrote off the debt I learned that some foreclosure claim had been filed but Citizens then in XX/XX/XXXX filed a Notice of Dismissal of their 1st foreclosure claim wroting that all claims resolved and filed release of lis pendens in XX/XX/XXXX. But then again after that in XXXX i learned from others that my homd was listed for a sherriff sale in thr paper. So I contacted Citizens again. I had never been served any second foreclosure or even the first one. And In XX/XX/XXXX I told Citzens if they thought I owed anything I wanted to apply to consolidate but that they had written the loans off and the blances were XXXX. They found again the loans had already been written off and the balances were XXXX as recorda in XXXX shoe so there was nothing owed to consolidate. They then in XX/XX/XXXX wrote a letter to the sherriff to return the writ and judgment to the court because the balance of the loans was XXXX and they had been wrotten off. They again told they could not by law foreclose and would not.that But then in XXXX Citizens tried to file an eviction that the court dismissed Then I learned that even though they wrote the XX/XX/XXXX letter to the sherriff to not commence any sale and return the writ and judgment to the courtbecause the loans were written off ... after that in XX/XX/XXXX they created a false fictitious XX/XX/XXXX foreclosure sale deed that purportrd to sell my home unlawfilly to Citizens Bank for XXXX XXXX dollars, when that is in violation of many laws, is theft, fictions obligayion. Fictitious false records fraud identity theft theft of property be deception and violation of 31 CFR XXXX that clearly states that had to release any lein on my home and cease ALL collection action. Then when I found out about the fraudulent deed in XXXX I called Citizens again and told them either i had to file a wrongful foreclosure or we could come to some kind of an agreement so they agreed to correct the false deed to my home and agreed that if I paid XXXX on to sarisfy the amount that they again acknowledged they had already written off and XXXX they agreed that if i paid those amounts then they would let the IRS and Credit bureaus know that the bakances of the loans that they had already previously reported as written off were paid so thay our credit reports would show the adjustment. But aftrr I sent the checks their attorney refused to comply with the law or the agreement and refused to release or void the false unlawful deed they created. The attorney also used some ficticious address for Citizens Bank of the deed. After ward they unlawfully in violation of 31 CFR 903.5 and many other laws sought and unlawfully through fraud obtained possession of my home. They broke and entered removed and trashed all my and my families belongings and furniture destroys many parts of my home they emptied and trashed all my belongings in our 3 car detached garage and shed then totally demoloshed them. By lying to courts in violati9m of 31 CFR 903 5 and many other laws. Citizens and their criminal agents unlawfully obtained judgments against me my deceased husbsnds estate and children for a ficticious obligation not owed to Citizens at all. I've been seeking restitution and injunctions to stop their unlawful acts and damages they havr been causing me and our family for years. Please call me ASAP XXXX XXXX XXXX I had let Cit8zens bank know about fraudulent unlawful things XXXX XXXX XXXX was filing in court and that the courts sanctioned XXXX in XXXX case law where the Florida judge states in hid opinion that thd lawfirm admitted to filing many false things on a regular basis in all claims they ever filed and I reported them to the FBI and consumer fraud before. XXXX is now finally closed down so hopefully the harm they've participated won't happen to anyone else. But now XXXX and XXXX XXXX is continuing XXXX unlawful crime. I ex planned to the first attorneyXXXX XXXX XXXX, XXXX XXXX and he removed himself from representing Citizens but even aftre i explained to the new attorney at XXXX XXXX XXXX XXXX that he would be committing crime and violating laws he refused to correct anything and said he would not even contact thr bank and would only do anything they directed him to do. This is crime. Today I called the FTC and they are giving my info to the FTC division that already filed a complaint against Citizens Bank in XX/XX/XXXX for violations of law just as they are doing to me. They are looking at joining my claims. But in the mean time I'm contacted CFPB to see if the bank will come to resolution through CFPB or if CFPB will assist in taking action against Citizens for their continual violations of law and consumer protection.
Company Response:
State: AZ
Zip: 85210
Submitted Via: Web
Date Sent: 2020-08-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-08-27
Issue: Managing the loan or lease
Subissue: Billing problem
Consumer Complaint: From the beginning of my car loan, citizen one bank made it difficult to do autopay. I had difficulty applying it and spoke to multiple representatives on the phone in regards to this issue. I have all my bills on auto and I consider myself a very responsible adult when it comes to finance. However in late last Late XXXX when I lived at my old address, I was told by a representative over the phone in XXXX I can do autopay on their site. Before this, Citizen one 's bank mobile app did not work to setup autopay nor did their actual website allow for this option and it was always an issue. I had no other way but to pay when I was called by an automated phone call by citizen saying I have to pay my bill. This frustrated me because this is the only bill I had like this and I wanted autopay. I was told in XXXX I will be setup on autopay and I was walked through how to do this by a representative and confirmed it was applied correctly. I paid my bill and setup the autopay on their old www.citizenone.com URL. I did this and set my bank account up this and let it go as of all my other bills and I make sure I have more than enough money in my accounts each month. I moved in XXXX to my new house so I did not receive mail for a couple of months but I made sure I had money in my account and everything was fine. I sound got letters at my new address saying that I was late for a couple of months. I immediately called and tried to figure out what happened and explained to them I had this setup from one of your reps what happened. They told me they have had an issue with their old autopay and website and switched it to https : //www3.citizensbankonline.com/ With no warning to me. So apparently it wasn't applied. I was extremely upset. However I paid everything and made sure my account was current. And ask to have it corrected. I was told that I can only have it corrected by sending letters to their credit department. This was back in XXXX. It has now XXXX. I have sent letters myself. I have hired a credit repair company, XXXX XXXX in XXXX only to be ignored and to pay over 600 dollars at this point to correct their misapplied autopay function. I have paid on time for 6 months after the fact with autopay and they still will not work with me. It has ruined my ability for financing for my business, refinancing for my car, new credit and I have lost my entire business because I could not receive financing due to this sole issue. When you look on the credit report the late payments are even inaccurately applied on my credit report. The days late to not match. Please help me correct this. I foolishly did not write down the names of the people I spoke with but I put screen shots showing how the mobile bill pay does not work still to this day and how consumers are told to register at that old www.citizenone.com URL when it is now the https : //www3.citizensbankonline.com/ URL I sent you.
Company Response:
State: NY
Zip: 117XX
Submitted Via: Web
Date Sent: 2020-08-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-08-26
Issue: Improper use of your report
Subissue: Credit inquiries on your report that you don't recognize
Consumer Complaint: I found on my credit report from XXXX that Citizens Bank of PA did a hard inquiry on my credit on XX/XX/XXXX. I did not apply for credit at that time. Also, XXXX had old late credit card payments from XXXX that they refused to remove. How long does late payments stay on report?
Company Response:
State: PA
Zip: 170XX
Submitted Via: Web
Date Sent: 2020-09-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A