Date Received: 2020-07-30
Issue: Managing the loan or lease
Subissue: Problem with additional products or services purchased with the loan
Consumer Complaint: Bought a new XXXX truck in XX/XX/2019 from XXXX XXXX XXXX XXXX XXXX with extra warranties and packages and was told I have 30 days to change my mine and cancel for full refund. I canceled within thirty days and was told the refund will be sent to my lender Citizens One Consumer Loan Services in the amount of ( {$3800.00} ) but as of date my account has not been credited the money. XXXX XXXX XXXX in a letter state the money was sent to my lender. I reach out to the Illinois Attorney Generals Office to get that information from the XXXX XXXX XXXX. I then contacted my lender Citizens One Lender and they state they could not find any reimbursement check from XXXX XXXX XXXX. Now I am reaching out to you to help get my reimbursement money owed me. I am paying for a loan that still include the {$3800.00} in the loan on which is causing me to pay more interest. I have no way to electronically send documents but if you will send me a claim and the attention who to send the documents too I will mail them. All my contacts with the Attorney General Office was by mail.
Company Response:
State: IL
Zip: 622XX
Submitted Via: Web
Date Sent: 2020-08-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-07-28
Issue: Closing an account
Subissue: Can't close your account
Consumer Complaint: There is an account in my name open at XXXX XXXX Bank which is the result of identity theft. I first received notification of this account on XX/XX/20, called the bank that evening and spoke with someone named XXXX who said she would make the account balance {$0.00} and forward the case ( Case ID XXXX ) to the identity theft department. XXXX verified that the thief opened my account online using my name, DOB, address, and SSN, but had used a false driver 's license number/expiration, false phone number, and used a first name instead of mother 's maiden name. I never received a call from XXXX XXXX Bank XXXX XXXX department. On XX/XX/20 I created an FTC identify theft report on XXXX XXXX XXXX # XXXX ) and sent a letter from that site to XXXX XXXX Bank requesting that they close the account and notify any reporting agencies that this account was due to identity theft. On XX/XX/20 I received a voicemail from someone identifying herself as XXXX XXXX from the office of the chairman at XXXX XXXX Bank XXXX, and called her back leaving a voicemail. I have not heard from her again. I received another checking account statement on XX/XX/20 and called XXXX XXXX again and left a voicemail asking to close this fraudulent account, send me written verification, and notify reporting bureaus. Today I received a report from XXXX stating that in regard to this account, " The source has verified the information to be accurate and complete. As a result, it will remain on file at XXXX. '' I have attempted 4 times to close this account and clear my name on consumer reports by both phone and written requests. Please help me.
Company Response:
State: RI
Zip: 028XX
Submitted Via: Web
Date Sent: 2020-07-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-07-25
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My wife and I have had a mortgage on our condo since XX/XX/XXXX. From XX/XX/XXXX to XX/XX/XXXX the mortgage was held by Franklin American Mortgage Company - Franklin was acquired by Citizens One Home Loans and Citizens has held and serviced our mortgage since XX/XX/XXXX. In XX/XX/XXXX we applied to Franklin for the PMI requirement to be removed - Franklin responded by email and informed us that all three of their criteria were met - minimum two years into mortgage, minimum 20 % equity in home, and all payments on-time - so our request to remove PMI insurance was approved. We anticipated that this would reduce our monthly mortgage payment from {$1200.00} to approximately {$1000.00}. However, Franklin informed us that our escrow balance was low ( this was due to our XXXX property tax increase - XXXX was paid under the previous owner homestead exemption ) - as a result, instead of a {$200.00} reduction from PMI removal, our monthly payment would actually increase to {$1200.00}. BUT, if we agreed to make a one-time payment of {$1200.00} to escrow, our new monthly payment would be {$1100.00} - we made this payment, and it was credited to our escrow account on XX/XX/XXXX. Then, a week later, we were advised that Franklin American had been acquired by Citizens, and that Citizens would handle our loan effective XX/XX/XXXX. We made our first payment of {$1100.00} on XX/XX/XXXX. THIS IS WHERE THE NIGHTMARE BEGAN, AND IS ON-GOING. Citizens did not post our XXXX payment to principal, interest and escrow - they posted the entire {$1100.00} to escrow, then sent a late notice for {$1200.00}. I called, spoke to a Citizens customer service rep, who assured me the mistake would be corrected in 7-10 days - it was not. On XX/XX/XXXX, I paid our XXXX payment of {$1100.00} - Citizens did not deposit this, but instead returned it, then sent a late notice for {$2300.00} ( 2 x {$1100.00} ). I called again, twice more, same story, same result. I have continued to pay my monthly mortgage payment of {$1100.00} on XXXX, XXXX, XXXX, and this week will pay XXXX. I wrote a detailed letter on XX/XX/XXXX to the Manager of Customer Service - I received a form letter dtd XXXX saying they would investigate and reply within 30 days - they did not. I received another letter dtd XXXX stating that they are still looking at the problem and will respond on XX/XX/XXXX - to date they have not. In the meantime, Citizens has accepted our XXXX, XXXX, and XXXX payments, but continues to send late notices and threats of foreclosure. The application of those payments is also incorrect - they are not applying the proper portion of those payments to principal. Another complication is our desire to pay down this mortgage as soon as possible. In XXXX we paid > {$40000.00} additional principal. Because Citizens seems to have no idea what they're doing, I have held > {$18000.00} in a savings account that I would LIKE to apply to principal - which of course is costing us additional interest. My XX/XX/XXXX letter to Citizens, with all attachments, is enclosed, as well as the XXXX and XXXX letters from Citizens. Clearly this company has no regard for their customers or any type of problem resolution. Your help will be most appreciated!
Company Response:
State: FL
Zip: 34221
Submitted Via: Web
Date Sent: 2020-08-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-07-23
Issue: Trouble during payment process
Subissue:
Consumer Complaint: When the CARES Act came to fruition I went on my mortage company 's website ( Citizens One ) to inquire about the deferral program everyone was talking about to see if it was legit or not. I used the companies secure messaging service to do so. ( Im sure copies of this correspondence are available and recorded. ) All I did was inquire about the program, when they replied and told me it was a forbearance, I replied, " No thank you '' and never inquired again. I received a forbearance packet in the mail which I shredded and did not respond to. When I tried to refinance my mortgage I was told that my mortgage was in forbearance and was not eligible. I immediately contacted the mortgage company ( Citizens One ) via their secure messaging service and informed them that I had not requested to be placed into forbearance and they needed to remove me immediately. I received a call from a lady named " XXXX '' in the office of the Chairman from Citizens One, and I explained all of this to her. I told her that had negatively impacted my credit and caused me to lose the opportunity to refinance. I told her I wanted a letter stating that I was mistakenly placed into this program and that I had made all payments during the period, that I could present to the company I was attempting to refinance with. SHe said she would have to call me back. She did in fact call me back, stating that I was now out of the program, as the 90 days had passed, ( So it appears that I voluntarily opted into this program and it simply ran its course ) but said that she could not send a letter. I want a letter from Citizens One stating that I was mistakenly placed into this program by no choice of my own, and that all payments were in fact made during this period. To date I still have not received this letter. Citizens One, Loan number XXXX.
Company Response:
State: LA
Zip: 70506
Submitted Via: Web
Date Sent: 2020-07-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-07-22
Issue: Problems at the end of the loan or lease
Subissue: Problem with paying off the loan
Consumer Complaint: In XX/XX/2020, I attempted to pay off my car loan with Citizens One bank. On XX/XX/XXXX, I made a payment of {$500.00}. On XX/XX/XXXX, I looked up my vehicle loan online and made payment of {$500.00}. This was the listed payoff amount on my account details, and is listed on the Citizens One page as where to find the payoff amount. At this time, I believed my account was paid off. A couple weeks later, I still had not received my pay off documentation. I looked on the website for my vehicle loan, which stated I owed {$0.00}. I immediately called Citizens One and spoke with a representative, attempting to pay the {$0.00} to close the account. I was told at this time, that I owed over {$600.00}. As I attempted to review payments with the gentleman, I was advised that there was only one payment noted to my account in XXXX, when my bank confirmed two transfers to Citizens One for my vehicle loan. After confirming again with my bank, I contacted Citizens One again to provide confirmation numbers for both payments. The next gentleman I spoke with stated payoff amounts on the website do not include late fees and I owed approximately {$380.00} to pay off my loan. He stated that I owed nothing on principle, only late fees. This gentleman was able to confirm that two payments were made in XXXX on this account. We confirmed all payments made this year and he was to send an accounting of my vehicle loan records ( I still have not received ). He stated late fees do not show on the account ( which they do XXXX and that was why I owed {$380.00}. I advised I would follow up after reviewing the accounting. Later that day, I received a call from a collector from Citizens One who provided me a completed different amount that I owed of approximately {$400.00}. Today, I tired of waiting for this statement and attempted to contact Citizens One to see what amount I owed that this time. I was told {$600.00}. The website shows that my principle balance is now {$400.00} while my XXXX statement shows a principle balance of {$0.00}. So my principle balance increased by {$400.00} over the last 20 days. I spoke with a representative, who stated my second XXXX payment of {$500.00} was Backed out. However, I never received a refund for this amount and she was unable to explain where this {$500.00} disappeared to. I am also being charged interest on moneys that were already paid to Citizens One. I feel this loan was paid off in XXXX and they are refusing to allow my to pay if off by " backing out '' my last payment and being unable to provide an accurate, consistent pay off amount.They have also now added {$93.00} in " fees '' that no one has been able to explain. If you remove the {$93.00} in unexplained fees and reapply the {$500.00}, there should actually be a credit on my account.
Company Response:
State: OH
Zip: 440XX
Submitted Via: Web
Date Sent: 2020-07-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-07-22
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: I had a personal loan with Citizens Bank and settled for less. They are currently showing a past due amount still on my credit report which is not accurate and it is negatively affecting my credit.
Company Response:
State: TX
Zip: 75071
Submitted Via: Web
Date Sent: 2020-07-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-07-22
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: I refinanced a mortgage into a HELC with Citizens Bank back in 2004. Citizens had been the previous lender as well. A lender prior to Citizens did not assign the mortgage properly on my deed. The prior lender is no longer in business. At the time I refinanced with Citizens I had to pay Title Charges as part of the closing cost. I feel that this should have been take care of then as the Title Charges are for things such as this. It was not taken care of. Now and in the past I have tried to refinance my loan as the rates are considerably lower and I am unable to. Citizens has suggested that they can refinance for me as other lenders will/can not because of the title issue. This seems like unfair business practice at best. Can Citizens be made to pay me for my losses of not being able to take of advantage of the lower rates?
Company Response:
State: MA
Zip: 020XX
Submitted Via: Web
Date Sent: 2020-07-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-07-21
Issue: Struggling to pay your bill
Subissue: Credit card company won't work with you while you're going through financial hardship
Consumer Complaint: I received a credit card directly from a sit down at Citizens Bank in XX/XX/XXXX as they said '' pre-approved '' No verification of wages was ever obtained and they said that is not done on a pre-approval ... which i do not feel is true. I am on XX/XX/XXXX of {$11000.00} annually. I was issued a card for {$7500.00} Prior to and thereafter was hospitalized for my schizoeffective disorder and then went shopping and maxed my card. I have 3 other account which i owe nothing on and should of either been denied or given a lower amount if the credit check and income was verified. I can not afford payment and my mom has been helping to avoid crashing my credit. I do feel at fault even with my mania to pay the bill. I reached out in XX/XX/XXXX and was offered a payment plan and interest of 2.9 % for 5 years and then they said the account wasn't old enough to warrant a plan. So i waited until 6 months and sent in documents for hardship and my income again to be told the account wasn't old enough. I am trying to get a reasonable payment plan, interest or settlement. I called again today XX/XX/XXXX and was told to send in a hardship letter because the account is current ( because my mom is paying ) as i stated to not ruin my credit any further. I feel the bank was dishonest and inproper practices of card issueing. I would like the bill to be reduced to what i should have offered at application which is nothing or far less than the {$7500.00} i got. If they had done a verification of income i probably wouldn't have received a card bing that i have 3 other cards with available credit of more than XXXX total. This is concerning. Please help me make the bank responsible for their errors and for myself to get out of this mess. The process seems unethical and unfair and i can't anyone to help me. I explained that i know if it goes to collection they will not get any money as they can't garnish my social security. I stepped forward to resolve and they aren't willing unless i jump through the same hoops with the same answers and nothing being done to help me.
Company Response:
State: NY
Zip: 144XX
Submitted Via: Web
Date Sent: 2020-07-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-07-21
Issue: Improper use of your report
Subissue: Credit inquiries on your report that you don't recognize
Consumer Complaint: XXXX XXXX XXXX XX/XX/2019 XXXX XXXX XX/XX/2019 Citizens one XX/XX/2019 XXXX XXXX XX/XX/2019 XXXX XX/XX/2019 I dont recognize these inquiries and did not authorize none of these companies to run my credit.
Company Response:
State: PA
Zip: 151XX
Submitted Via: Web
Date Sent: 2020-07-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-07-15
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: I spoke to XXXX XXXX from Citizens Bank in XXXX when I was interested in purchasing my second home in XXXX XXXX. While shopping for loans, I considered Citizens as an option, having never worked with them before. The deal fell through, and for several years XXXX continued to reach out to me attempting to win my business for any future home purchases. In XXXX of XXXX, I was interested in purchasing a home in XXXX XXXX, XXXX - a XXXX XXXX beach/shore town - as a permanent home/residence ( I own an existing property in XXXX XXXX, XXXX ). I received a pre-approval from XXXX and my existing bank. XXXX, after several calls and emails, convinced me that Citizens could meet XXXX XXXX pricing and could move quickly, as my offer was based on a fast, 30-day close. The home, XXXX XXXX XXXX XXXX, XXXX XXXX, NJ XXXX, was currently under contract when I put in my offer. The seller 's agent had informed my agent that they believed the financing of the original buyer would fall through based on conversations with them. We also learned that there were multiple other backup offers on this home. The selling price for the home was {$260000.00}, and I offered {$280000.00}, with {$5000.00} back for closing costs - {$7000.00} over asking price. As is very common in real estate, on 'hot ' properties with multiple offers, it is extremely common to go above asking. The assigned appraiser appraised the home and attempted to contact the seller 's agent multiple times. The appraiser became frustrated because he was unable to reach the seller 's agent - why? Because he was calling his fax line instead of his actual phone number. When he finally reached the seller, he expressed his frustration being unable to get a hold of him. He also informed the seller 's agent that he " felt something shady was going on '' because the home had been reduced twice, then my offer came in above asking. The reasoning was that the home was listed in XX/XX/XXXX and, as a result of COVID-19, the home was unable to be shown for several months. The seller is an investor, had performed a 'studs out ' renovation, raised the home 10+ feet for flood protection ( XXXX cost ), and updated the home with all new everything - appliances, walls, flooring, piping, sewage, etc. With that, he was motivated to sell the home, which he had own for 1 year as of XX/XX/XXXX, and had reduced it twice in an effort to sell the home quickly ( given the COVID-19 situation, where in-person showings were not allowed ). When the in-person showing opened back up, I visited homes in the area that first weekend as did many others. In addition to my offer, which was a backup offer as the home was already under contract, six ( 6 ) other backup offers were submitted during this process, many of which were at or above asking - a testament to both the rising home prices in the area and the market in general. The appraiser did NOT factor in many items, including the raising of the home - which significantly increases the value of the home. The comps were not close, based on the raising of the home or the market value of homes in XXXX XXXX. We submitted a number of comps that backed up our price. Following the appraisal, I quickly moved forward with a new bank/loan officer and the home was appraised at a value that 1 ) reflected the actual market value, 2 ) considered the FEMA-compliant home elevation into the home value, and 3 ) included the full home renovation into account. With this new bank, I was able to successfully close on the home. I am requested a full refund of the appraisal fee of {$520.00}, as well as an additional {$1800.00} for time spent. I will be following this complaint up with a XXXX XXXX XXXX complaint as well as a suit in small claims court should this demand not be met.
Company Response:
State: NJ
Zip: 084XX
Submitted Via: Web
Date Sent: 2020-07-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A