Date Received: 2020-08-07
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Complaint regarding a lost mortgage payment by Citizens One. On XX/XX/XXXX our mortgage payment was deducted from our bank account. The following week the shut downs due to covid19 were enforced. At that point we contacted our mortgage company Citizens One to request forbearance. They reviewed our account. Acknowledged that it was current in its payments and approved the forbearance. They informed us that the forbearance would last for 3 months starting with the XXXX payment. They then disconnected the bank link to stop the auto draft. We received a mortgage statement from Citizens One dated XX/XX/XXXX that showed our account payment history. On this report it showed that we had fully paid for the months of XXXX and XXXX and our unpaid balance started on XXXX. However, we received our next mortgage statement dated XX/XX/XXXX and that stated that XXXX was now also unpaid. On XX/XX/XXXX I contacted Citizens One and spoke to XXXX. I explained the discrepancy and she claimed that we received a refund for our XXXX payment to which I explained that we did not. She instructed me to fax a letter and all our supporting bank statements to the Research and Fulfillment Center ( XXXX ) XXXX and they would review the problem. I called again on the XXXX and spoke to XXXX just to reiterate the issue with the account. She claimed that the XXXX payment, not the XXXX payment, had been refunded. Again I explained that no, we never received a refund. I then faxed the letter and documents on XX/XX/XXXX. I called again on XX/XX/XXXX and spoke to XXXX who verified that they did receive the fax and that the account was being reviewed and we would be contacted within the next 10 days. I called again on XX/XX/XXXX because I had not been contacted and spoke to XXXX. She stated that the account was still under review and that it was obviously a mistake because a mortgage is a contractual loan and refunds are never applied on a contractual loan. I explained that our deferment was ending in XXXX and we wanted to bring our account up to date but they were asking for an extra {$1700.00} payment that we had already paid and we did not want to pay twice. She suggested we just pay the extra and they would eventually figure it out. I called again on XX/XX/XXXX and spoke to XXXX and asked for a manager. She transferred me to XXXX, a manager, who I explained the entire story to again. He put me on hold and NEVER came back nor did he call me back even though each customer service rep asks for a call back number should we get disconnected. So I called back and spoke to XXXX who ALSO hung up on me with no callback. So I called back again and spoke to XXXX who transferred me to XXXX another manager. XXXX promised to call me with an answer. As of today XXXX has also not contacted me with any updated info. I called again and also spoke to XXXX. Still no help. All of these reps are claiming that XXXX payment was posted in XXXX? And that XXXX was outstanding because we received a refund. I told them this was not the case. Since they broke the link to the bank they didnt send us a refund electronically and we never received a check in the mail either but they insist otherwise. Meanwhile they sent a letter that put us back in forbearance, even though we didnt ask for an extended forbearance. The letter they sent claims they had tried contacting us regarding our forbearance but that is also not true. No one at any time from Citizens One has ever contacted us. Ever. I called once again on XX/XX/XXXX and spoke to XXXX who was very helpful. He reviewed the account and saw the extensive notes that were written by the various reps. He even reached out to XXXX who claimed she was still waiting to get an answer from her XXXXanager and then would call me. Its been a month since the first time I spoke to her and she is still waiting for a call from her manager? This is completely and utterly unacceptable. XXXX did state that the notes on our account said the XXXX payment had somehow been applied to some other account and that it had to be fixed. It is now XX/XX/XXXX almost two months this has been going on and Citizens One has done nothing to fix this {$1700.00} problem. How can this company verify we are current on all our payments so we qualify for forbearance and then during that forbearance we are now one full payment behind with not a single rep or manager that can solve this problem in two months, nor make any attempt to contact us to discuss the documents we faxed supporting our claim. For 2 months we have received nothing but a complete runaround. I hope that you can help us with this problem and I thank you in advance for your time and attention.
Company Response:
State: NC
Zip: 279XX
Submitted Via: Web
Date Sent: 2020-08-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-08-06
Issue: Dealing with your lender or servicer
Subissue: Problem with customer service
Consumer Complaint: XXXX Called Customer service for Citizen Loan and spoke to XXXX . XXXX processed my information and indicated that I was approved for a 4 Year Parent Loan. He indicated that I would need to submit documents to finalize the loan. XXXX Email from Citizen 's Bank to provide documents for final approval. Included in the email were the following necessary documents : *spousal income *benefit letter for public assistance ( NA ) *other forms of income ( NA ) *most recent pay stub *XXXX XXXX income ( NA ) XXXX On Citizen 's site spousal income and personal income was uploaded and submitted as requested. XX/XX/XXXX - Action Needed email from Citizen 's Bank- Citizen 's bank refused to use my pay stub as verification. They indicated that I was a XXXX and needed a Contract for the current school year. Also I was to provide a pay stub, and a W-2. XXXX I contacted Citizen 's bank to inform them that Contracts are not yet out and often are provided months after the start of school- given that I work for XXXX- a large urban district. I was told that it was necessary to provide a contract as the procedures have recently changed. I requested they look at my previous Parent Loan ( XX/XX/XXXX ) to prove that I do have necessary income to repay this loan and indicate that a contract was never before required. The customer service rep indicated that a W-2 may work, along with proof of employment. I informed her that I had 23 years proof of employment- but she said that she could not help me any other way- she could not speak to the underwriters. XXXX I contacted XXXX as he was the loan originator. He attempted to help me but his supervisor indicated I needed to provide a contract. He could not speak to the under writers. XXXX I uploaded the W-2 on the Citizen 's Bank portal for the underwriters. XX/XX/XXXX - I receive that W-2 's were not sufficient through email. XXXX I contact customer service and request a supervisor. XXXX the supervisor- indicates that I must provide a contract or a letter of employment. No other documentation is acceptable. I tried to explain my work history, the fact that contracts are not out, and the reluctance to contact my HR department for information they - the bank- clearly have, especially during this time when my district is trying to piece together services for 40,000 students. XXXX regretted that I I felt I could not contact my HR- but they needed the contract or the verification. I tried to explain my situation, and that I have proof of many years of loyalty to my bank, years of service to my XXXX XXXX She said my ratio of debt to income had changed which is why I required a contract. That is not at all fact. I do not know where she attained her information - but my debt has decreased. I informed her that I felt this was unjust treatment because of my employment and indeed she said if my husband were applying- he would not need a proof of contract. I I requested to speak to the underwriters and supervisors above her. She said she could not even talk to the underwriters but would have her supervisors call me in 3 days. XXXX I uploaded the Verification of Employment guidelines to the Citizen 's Bank site for them to follow my districts procedures to allow them to verify my employment. This is not a contract, and it is not a letter, but it is my district 's procedure. I am awaiting their response. I believe this is unfair treatment. I could not provide the documentation they were requesting. This was specific only to educators. Th request for a contract was not in the initial email request for documentation. Citizens 's Bank 's new procedure requires XXXX to provide proof divergent from other careers. I have had this position for 23 years. I make an excellent salary. I am being denied because I could not access a contract that was not available and did not want to tax an already highly taxed HR system with a request for a contract during this Pandemic while schools were trying to open.
Company Response:
State: OH
Zip: 44143
Submitted Via: Web
Date Sent: 2020-08-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-08-05
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Citizens One home loan company bought my loan from the XXXX XXXX XXXX late last year. The servicing has not followed the legal documents for my mortgage which states that they are responsible for paying my property tax. They failed to do so last year and I accrued late penalties. I had to contact them and the XXXX XXXX XXXX to get them to pay it and the late penalties. This year they again failed to pay the property tax due in XXXX of this year and I have accrued overdue penalties. I called them last month on XX/XX/XXXX. Almost a month ago. They confirmed that they would pay the XXXX tax and send proof that they would cover the penalties cost as it was their fault. I called them and they claim they paid my property tax but refuse to pay the penalty saying it's my responsibility. The taxes are supposed to be paid via my escrow account which I have been paying on time every month. I am afraid that this is affecting my credit score and that I will get a tax lien on my property.
Company Response:
State: HI
Zip: 96814
Submitted Via: Web
Date Sent: 2020-08-13
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-08-04
Issue: Problem with additional add-on products or services
Subissue:
Consumer Complaint: Applied for a loan and bank retracted loan after they made internal error but even though contract and bank note was signed by both parties and Bank was in a legal binding contract they advised they will not assist with the providing the loan back. They retracted personal funds from account to cover loan as well and no one is able to assist.
Company Response:
State: CT
Zip: 06514
Submitted Via: Web
Date Sent: 2020-08-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-08-04
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I called citizens one bank on XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX. On none of the occasions was I granted my 180 day mortgage forbearance covered by the cares act due to covid-19.
Company Response:
State: MA
Zip: 02445
Submitted Via: Web
Date Sent: 2020-08-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-08-01
Issue: Closing an account
Subissue: Can't close your account
Consumer Complaint: I went to Citizens Bank today in XXXX, Ohio. I asked them to close my account and I asked them to check if I was going to be able to keep the promotion. The teller then asked her manager. When the manager came back up to the window, she said that she was not sure. I asked her if she would be able to find out, expressing some confusion on why she would know the answer to such a basic question. In fact, I already knew I would be able to keep the promotion but I wanted to hear them say it so that there was no confusion. I was then asked to leave because I was being rude. I told them that this is XXXX because I did not swear them and I did not yell at them. I was a little irritated but this was because they were lying to me about not knowing or did not have the basic competence that even bank consumers have. I was very polite to them. And they started yelling at me. I felt humiliated when they handed me my driver 's license to them. I politely left and I went to the bank in XXXX where I was able to very easily close the account. Please ask them in XXXX if I was rude. I was not rude and they readily knew the answer to my question. What XXXX branch manager did not like about me was the XXXX of my skin. That is all she knew about me.
Company Response:
State: OH
Zip: 44146
Submitted Via: Web
Date Sent: 2020-08-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-07-31
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: Hello. I've been having problems with citizens One mortgage Company. Out of XXXX Rhode island main office. basically they are trying to deceive me into refinancing. I'm not getting a straight answer, I've been doing this for over three weeks trying to get them to explain the process of deferring payment to the end of the loan which is a program that was set out by XXXX XXXX as a XX/XX/XXXX.. this is a program to defer payment to the end of the loan without affecting current mortgage. I have asked to talk to a manager I ask for email. Especially when the representative have all given me misinformation or was not able to explain. I have faxed over information about the deferral program last week I have gotten no response. I have fact over to them, two other times, asking for a response. my loan number with this company is XXXX. The company representatives and refused to give me any email address or talk to any manager. also I've been put on a customer in a customer cube for a callback they do not return all their calls especially in the evening. And also they have stated and put information in the system saving that they call you and your phone was busy and none of that is true. my cell phone recorder is all incoming calls and I have a voicemail that set up. There are phone records of all my conversations with that company which shows I have tried to talk to the company, which is all on call log records under my loan number. XXXX XXXX
Company Response:
State: TN
Zip: 370XX
Submitted Via: Web
Date Sent: 2020-08-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-07-31
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My mortgage is owned by Citizens One HomeLoans. Im currently in forbearance under a temporary loss mitigation program due to Covid-19 financial hardship. I have been unable to recieve any information about how to facilitate being considered for options provided through the CARES act upon completion of my forbearance period. On XX/XX/2020 I called my lender once again to attempt to recieve information related to my mortgage forbearance. When I made contact with my lender, two different customer service reps told me that all defferred payments would be due immediately upon expiration of my forbearance period. One told me that my forbearance program ended in XXXX and another told me it ended in XXXX. Neither could provide me with any information on their processes to comply with CARES act options, including the partial stand alone credit claim. When I referenced these options they had no knowledge of what i was referring too.Further the reps could provide no guidance on any steps that may be needed on my behalf to facilitate this process.Three agents i spoke to could not be understood due to quick speech and an extremely heavy accent, when i politely asked to speak to a manager one of them fought with me, another just transferred me to the collections department. I have spent hours on the phone with this company since the beginning of this process in late XXXX and have consistently be given inaccurate and inconsistent information from everyone I've spoken to. The only thing that they have been consistent on is the fact that I will owe them all the defferred payments, paid in full, upon completion of the forbearance period. I have reached out to HUD several times, since I have a FHA backed mortgage, and I have filed a complaint. I will be requesting action in writing by the lender, to provide specific guidance on my options at the end of my forbearance period and clear guidance on any action required on my part. Im requesting that you please provide any assistance or direction.
Company Response:
State: PA
Zip: 19320
Submitted Via: Web
Date Sent: 2020-07-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-07-31
Issue: Managing an account
Subissue: Funds not handled or disbursed as instructed
Consumer Complaint: I opened both a checking and savings account with Citizens Bank, XXXX Ohio XXXX on XX/XX/XXXX ... ... this year. This was the last day to take advantage of a promotional offer for a cash bonus. It was {$200.00} for the checking and {$300.00} for the savings, and a additional {$100.00} if all requirements met, after 3 months. {$600.00} total.The checking required {$500.00} Direct Deposit within 30 days and every month for 3 months. I had that in, within 1 month and every month thereafter. The savings was to deposit {$15000.00} and maintain that for 3 months, which I did as well. Also they wanted at least 1 random miscellaneous checking checking account deposit of any amount every month for 3 months as well. That was done by me as well. I had received a mail flyer about promotion months earlier, to my home address, however it was misdelivered ( not my name and address ) and then managed to misplace and lose it. I was interested in it so I stopped by the branch and inquired about my being able to participate with out invitation. The Relationship manager told me a code is needed to start application process. She said she could pull up unused codes locally and did so using one from my own street. The caveat was, ... .she said sometimes they are honored and sometimes not? The promotional period went by, I called in late XXXX. Officer said to do so if had not received by then. I was routed to call center offshore and and was told everything was in order by XXXX and it would be deposited by XX/XX/XXXX. That didn't happen, so in first week of XXXX I called again, and next guy at call center was giving me the run around and needed to connect me to some sort of account specialist. This gal from the states eventually told me she need to investigate further ... and would get back to me. She got back to me a few days later and said I would not be able to get promo reward because code was invalid ( It didn't ) match my address. My point is ... ... these codes are really a random aggregate of letters and numbers ... ... really for what? more importantly, I met all the stipulations and requirements put forth, and this Relationship manager told me others had gotten the reward after having applied this way! I feel VERY strongly that I deserve this money ... .and would like to have it. Needless to say, I have closed these accounts.
Company Response:
State: OH
Zip: 44512
Submitted Via: Web
Date Sent: 2020-08-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-07-31
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: Numerous misrepresentations about the closing date of two mortgages and updates in the processing of mortgage. No visibility into the mortgage process and soft promises about closing dates that were false. Loan processor completely disorganized and has no clue and organization about what documents are expected. We are about to move the closing date thrice in the period of two weeks. Nothing Provided in writing. We had to follow up every day about the status of our loans. Citizens Bank XXXX XXXX is already under censure from the CFPB. This Bank 's loan and underwriting processes are completely disorganized and inefficient to the point of being negligent. We had to extend our contracts twice after they had been canceled.
Company Response:
State: MA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2020-08-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A