Date Received: 2020-07-07
Issue: Improper use of your report
Subissue: Credit inquiries on your report that you don't recognize
Consumer Complaint: on XX/XX/2020, i was attempting to find possible student loan refinancing with Citizens Bank. Initially, they required tax documents from the previous two years. It was not my understanding that I consented to a credit check at that time. I did not see a consent form attached to their lengthy paperwork. They performed a hard inquiry on my credit. I was alerted by XXXX XXXX of this action. I am very upset with this procedure. It has had negative effect on my credit score. I contacted them via email XXXX and requested they withdraw this hard inquiry, but they refused. I am no longer interested in their offer. Can you please help?
Company Response:
State: PA
Zip: 17050
Submitted Via: Web
Date Sent: 2020-07-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-07-04
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: I began the application and loan underwriting process on Friday XX/XX/XXXX. I met with XXXX XXXX, the mortgage agent out of XXXX, Delaware Citizen Bank division, for Citizens Bank XXXX XXXX. I inquired for a refinance loan and explained I had a quote for an addition. We reviewed my equity and determined a refinance with construction loan was the most viable option for me. I explained I wanted a fixed rate and since a 20 year loan was not an option at their organization I would stick with 30 year and pay extra. The 15 yr rate was to high of payment for me. He had disclosures populated to me in an online system and upon reviewing the documents he provided a variable rate loan that could umbrella versus the fixed and thank god I caught it. Upon playing phone tag for a week, he apologized and resent the documents. His admin XXXX began collecting documents from me via email as their office was closed with COVID. During our exchanges, I asked about the disbursement document of the funds and if I was suppose to fill out. She stated the builder would and then I would need to sign. I received the doc ( which I can provide the email for upon request ) in an email with NO PASSWORD PROTECTION OR SAFETY SITE and it included my builders routing number, checking account number and bank information. I work for a financial institution and can not believe that they shared Consumer PI in this manner. Upon collection of all my docs and it being sent to underwriting time passed as anticipated. Then, the appraisal came in and XXXX explained I could not get the entire roof replaced ( separate quote ) of XXXX in addition to my XXXX quote for the addition of a bathroom, bedroom and closet. I then explained to remove that and rerun the numbers without the XXXX and just the construction total to XXXX. He did and provided the new numbers and explained I would not need any money for settlement. He sent back to underwriter and processor and then NOTHING AND NOTHING. He would not return my calls, and I called the XXXX, DE branch to file a complaint. They spoke to him and he miraculously called back. Then the processor from VA ( XXXX XXXX ) began working with me after I requested contact due to lack of contact from Mr. XXXX. She began updating me and requesting additional docs the underwriter wanted clarity on after my conditional approval XX/XX/XXXX. I provided all information within less than 24 hours. I was told on XX/XX/XXXX there was presumed no issues from my responses. Then on XX/XX/XXXX I was told that with COVID there was more requirements of " liquid assets '' and I needed a " gift ''. I questioned this based on the requirements of " liquid assets '' Mr. XXXX provided me in XXXX which was 10 % of the construction and 3 months of mortgage payments. I had that alone in my savings, not including my 401k and IRA. Mrs. XXXX said she would review with the underwriter again. I emailed every day, and Mr. XXXX was cc 'd on every email and never called me to help EVER. He misled me, disclosed in accurate content and from my perspective broke UDAAP. I also found out much later, the rate he quoted was for auto withdraw as he stated but he never told me I needed a Citizen Bank account. I found that out from his admin. I then email the group again and Mrs. XXXX explains they dont get my voicemails because they are not in office full time yet and she gets lost in email. So on XX/XX/XXXX she called requesting docs I already submitted. I instructed her I had her reply receipt that she got the doc and she realized she marked it read and never read it. I then push again that the " liquid assets '' requirement does not make sense and she reviews my loan doc and determine Mr. XXXX never updated my paperwork to remove the XXXX that the appraisal could not support. Therefore, when he made the document correct I was within the requirement and needed NO ADDITIONAL MONEY for liquid assets and could proceed to close. I called the branch again to file a complaint with Mr. XXXX boss to explain how he cost me weeks in approvals due to paperwork being incorrect. The branch manager stated she would have his boss call me ; never happened. Mr. XXXX tried to call and apologize for just forgetting about me but I didn't want to hear it, I wanted to speak to management and got nothing. I asked around the area and was told Mr. XXXX is on verge of retirement and has received complaint before. I was then told XX/XX/XXXX I needed to sign PMI disclosure and disclosure that must be received 72 hours prior to closing and XX/XX/XXXX was possible settlement date. That came and past and then it was my insurance binder needed to be more. I worked on obtaining that and due to a missing, and a XXXX in address instead of XXXX I was not allowed to receive a settlement schedule. I understand the binder needs to be updated but that can be done quickly but you cant schedule the settlement with closing agent so I can get on books? This has been the worst process ever. I would NEVER recommend this organization!!!!!!!!!!
Company Response:
State: DE
Zip: 19977
Submitted Via: Web
Date Sent: 2020-07-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-07-02
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: I paid off my mortgage using a payoff amount provided by the company that was good through XX/XX/XXXX. The mortgage company then went ahead and took an additional payment out of my account on XX/XX/XXXX. They then refused to even allow you to wait on hold to speak to someone and are holding on to my money. It is unacceptable to steal from someones account and have no one answering the phone on your customer service line during business hours.
Company Response:
State: TN
Zip: 37115
Submitted Via: Web
Date Sent: 2020-07-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-07-02
Issue: Other features, terms, or problems
Subissue: Privacy issues
Consumer Complaint: I had previously filled a compliant with the CFPB ( XXXX ) I spoke with a representative from CItizens and just received a response from them through you. Reviewing the response they sent- it was sent to the wrong address. ( I have never received a mailed response- viewed the response from CFPB website ) My concern with the response is it was mailed to an address that I haven't lived at for 5 years. It is addressed to a name that I haven't been associated with for over two years. So now my complaint and personal information including my credit score is being mailed somewhere I don't live. They also included two statements which show CItizens Bank has my correct name and address. This is beyond frustrating. So now my personal information has been breached.
Company Response:
State: NY
Zip: 14624
Submitted Via: Web
Date Sent: 2020-07-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-06-30
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: I called at the end of XXXX to increase our Heloc so we could do our upper roof - we currently have a line of $ XXXX and wanted to increase it to $ XXXX. XXXX XXXX said to try to go for the max amount and we could always bring it back down so we did. I supplied all the needed docs within one week. I then did not hear back. I checked back with him and he said he was to try to get a closing date on XX/XX/XXXX. We then had another verification of employment done and were expecting a date shortly thereafter. I then received a call from XXXX XXXX the processor and she said she normally did not deal with these so she was not sure but the underwriter wanted to pay down some items even though our appraisal came in higher than expected at $ XXXX. We only owe about $ XXXX on our mortgage so even with the increase to the $ XXXX we have on the Heloc we were in good shape with loan to value. We agreed to pay off a credit card, I also closed a credit card I do not use and lowered the limits of other cards I have that we did not need that much credit on. I used to work in mortgage so I know how they work. I have yet to hear back with an offer of what amount is approved. We have very high credit scores and we also have a ton of equity and rental income in our rental properties. I have asked for the underwriting manager to review this as this does not add up. We had been approved in a week when we originally took out the HELOC. I would like this investigated as soon as possible as our roofing project has been put on hold since XXXX at this point. Thanks for your help in contacting them and fining them if need be for not addressing our needs in a timely manner.
Company Response:
State: NY
Zip: 14075
Submitted Via: Web
Date Sent: 2020-07-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-06-29
Issue: Improper use of your report
Subissue: Credit inquiries on your report that you don't recognize
Consumer Complaint: Citizens Bank initiated a hard pull of my XXXX credit report on XX/XX/2020 without my consent. I'd previously applied for a HELOC with them in XX/XX/2020, but never went through with the loan. I hadn't heard from them in months and had decided to not get a HELOC. Then they pulled my credit after 5 months of silence for no reason and without my consent. Please remove this inquiry from my credit report, delete my HELOC application and delete my personal information from your systems. I'm currently in the process of applying for a mortgage on a new property and this inquiry could jeopardize the purchase. I'm extremely upset and if this is not cleared up immediately, I will suffer real damages as a result. If necessary, I will also file a complaint with the FTC and the RI Attorney General.
Company Response:
State: RI
Zip: 02907
Submitted Via: Web
Date Sent: 2020-06-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-06-25
Issue: Problem caused by your funds being low
Subissue: Overdrafts and overdraft fees
Consumer Complaint: XX/XX/2028 charge was debited to my account which overdrew it by {$58.00} between the XX/XX/XXXX and the XX/XX/XXXX which is nine days I received three separate charges for this one {$58.00} charge. One {$37.00} overdraft to sustained overdraft fees of {$30.00} each and just nine days. Then on XX/XX/XXXX I had a {$20.00} charge debited to my account this charge was expected but because of excessive fees of sustained overdraft charges that come every three or four days which made it out of my reach to catch up. So then on XX/XX/XXXX XXXX made his own decision to charge that card with the charge had not originated from a {$5.00} charge which gave me another {$37.00} fee saying day XX/XX/XXXX I received two {$30.00} charges for sustained overdraft on the same day. Not taking in consideration what our country is going through and the people are going through at this time during the pandemic they are aggressively and excessively pushing this sustained overdraft fee more than anyone else. I am on Social Security XXXX and my income is what I have lived on prices have doubled for food and everything else I had to expected charges get or debits that I could have managed some banks let you see them before they post and if you get there that same day and make a deposit it is fine. This aggressive fee scales needs to be impressed when you get to charges in the same day during the middle of the worst health and economic crisis of our lifetime they should be a little more lax with some of these fees to represent some kind of an American compassion and spirit all my debts get paid every month but these fees are not right. So for a {$83.00} amount of debt they stand to collect {$200.00} and possibly another {$30.00} before my check comes again I have no way to make that money up during this crisis. If they were working with the American people this would never happen. It's almost like one of those scandalous car towing lots where they pick up your car for violation and add so many excessive fees every day to you can even afford to get your car this needs to stop
Company Response:
State: PA
Zip: 19053
Submitted Via: Web
Date Sent: 2020-06-25
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-06-24
Issue: Incorrect information on your report
Subissue: Information belongs to someone else
Consumer Complaint: On XX/XX/2020 hard inquiries were reported on my credit report. They were not given permission by me. I contacted both XXXX and XXXX multiple times to have this resolved and removed from my report. This company has either pulled via XXXX and/or XXXX. I did not authorize these hard pulls on my credit report. And they have not sent me any signature from me allowing this.
Company Response:
State: PA
Zip: 15221
Submitted Via: Web
Date Sent: 2020-06-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-06-24
Issue: Problem with a purchase shown on your statement
Subissue: Credit card company isn't resolving a dispute about a purchase on your statement
Consumer Complaint: This dispute involves a {$350.00} refund that I never received from XXXX XXXX XXXX ( XXXX ) as the cruise was canceled on XX/XX/XXXX due to Covid-19. Originally I had paid a total of {$1400.00} before the cruise was canceled. The first payment of {$50.00} started on XX/XX/XXXX under a previous Citizens Bank issued debit card ending in # XXXX. A total of {$350.00} was paid between XX/XX/XXXX through XX/XX/XXXX. A new Citizens bank debit card was issued ending # XXXX and payments continued from XX/XX/XXXX through XX/XX/XXXX for a total of {$1000.00}. {$1000.00} was refunded by XXXX to my Citizens Bank checking account on XX/XX/XXXX, however I am still owed {$350.00} from the old debit card # XXXX. I was advised by XXXX that I had to contact Citizens to resolve the {$350.00} credit because XXXX attempted to credit it back to # XXXX but was prevented from doing so, therefore it was Citizens Bank 's responsibility to credit back the {$350.00}. Citizens Bank refuted their claims as the refund should have gone through because # XXXX is under the same checking account I have been using all along. I was given the runaround so many times with Citizens Bank over this. They gave me temporary credit of {$350.00} on 3 separate occasions then reversed the credit each time which ultimately messed up my checking account. I tried to call the XXXX XXXX XXXX XXXX, XXXX several times to no avail. No one answered that number at all, only received a recording that no one was unavailable to assist customers due to to Covid-19. I then called Customers Services several times and was informed that Claims Department will followup which has not happened. I left specific instructions to leave a message on my Sign mail with a number to call back if I did not answer at that moment ( Keep in mind I am XXXX and use XXXX XXXX XXXX XXXX XXXX ). To this date, I have not received a call back and this is infatuating! As you will see letter dated XX/XX/XXXX, Citizens Bank claims that the merchant ( XXXX ) has issued a credit in the amount of {$350.00} which is totally false. First of all, I was never issued that credit by XXXX and where is the evidence that XXXX has credited {$350.00} Second of all, there is no mention of when it was issued. I've made several calls to XXXX XXXX at XXXX between XXXX XX/XX/XXXX regarding this claim # XXXX and yet it is not resolved. Please help! {$350.00} may mean nothing to Citizens Bank but it is a lot for a consumer like me who has been a loyal customer of Citizens Bank for many years. I certainly do not deserve this treatment by Citizens and I have the right to claim the {$350.00} plus interest if applicable. Thank you for your attention to this matter. Best way to communicate with me is to call me at XXXX with any questions or email XXXX. If I do not answer the call, please leave message with a call back number as the interpreter will sign your message XXXX XXXX XXXX
Company Response:
State: MA
Zip: 02048
Submitted Via: Web
Date Sent: 2020-06-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-06-22
Issue: Trouble during payment process
Subissue:
Consumer Complaint: On XX/XX/2020 I paid off my Citizens One Home Loan. On XX/XX/2020 Citizens One Home Loans issued a Escrow refund of {$5500.00} via a check # XXXX. The check arrived in the mail XX/XX/2020 ripped in half and I was unable to deposit the half I had due to missing pieces. I contacted Citizens One to receive a callback on XX/XX/2020. Upon getting the call I was told to return what I had of the check with a letter requesting a new check. I mailed the check back on XX/XX/2020 with a letter stating the account number, the check number, and direct request to have a new check issued and requested to have a notice to my accounts secure message that the check was received. I never received any notices. On XX/XX/2020 I requested another call from. Citizens One Home mortgage to get an update on the status of the check. I also sent a secure message to customer service. During the call I was told that there were no updates on my account and no new checks were mailed. The customer service rep. said she would open another request on the account to have a new check mailed. On XX/XX/2020 I received a notice over secure messaging that my account shows that I notified Citizens one mortgage that I mailed the check on XX/XX/2020 and that a new check would be issued when they receive the old one. Either they did not process the letter or USPS lost the return letter as it has been 20 days since I mailed the check back and it doesn't take 20 days to mail anything anymore. It has been 41 days since I paid off my loan. Citizens One Home Mortgage is still holding my escrow hostage and I believe this is in violation of RESPA 1024.34 ( b )
Company Response:
State: PA
Zip: 18974
Submitted Via: Web
Date Sent: 2020-06-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A