Date Received: 2020-05-29
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: Due to the Covid19 health crisis. Myself and my wife lost our employment on XX/XX/XXXX. We have a home equity loan with Citizens Bank. and they have no plan in place to work with customers. I was offered a 90 day deferment. This Home Equity loan was written in XX/XX/XXXX and was a non verifiable loan and is a loan that was typical of bad loans written back in the XXXX to XXXX banking crisis that collapsed the banking industry. I have contacted Citizens bank multiple times and requested a lower interest rate to make this loan more affordable and more reasonable. I spoke with XXXX from the office of the chairman in XXXX of XXXX and i was promised a list of things and nothing has been adhered to. I was also promised a loss mitigation package and Citizens Bank failed to mail me out loss mitigation information.Nothing Citizens bank promised they would do has been adhered to. Nothing!!! We are still unemployed, in a financial crisis and can not return to work because NYS has not implemented a reopening process in my geographical area.
Company Response:
State: NY
Zip: XXXXX
Submitted Via: Web
Date Sent: 2020-06-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-05-29
Issue: Opening an account
Subissue: Didn't receive terms that were advertised
Consumer Complaint: I opened a bank account with Citizens Bank in XX/XX/XXXX. I followed their public online offer of {$300.00} for opening a checking account by making ( 1 ) direct deposit of {$500.00} which I completed in XXXX. The pay-out according to their site should be by XX/XX/XXXX but I still haven't received it til this day. I've tried messaging them and calling but I can never get in-touch with someone to deal with it.
Company Response:
State: NY
Zip: 11214
Submitted Via: Web
Date Sent: 2020-05-29
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-05-28
Issue: Opening an account
Subissue: Didn't receive terms that were advertised
Consumer Complaint: Citizen bank refused to pay an opening saving bonus of {$300.00} for a saving account that I opened in XX/XX/2019. I fulfilled all requirements for me to receive the bonus. I transferred {$15000.00} into the account in early XXXX and maintained the balance for at least 3 months. Can you please look into this case? Thanks Terms : Get an additional {$200.00} when you open a new green savings or platinum savings account with a minimum of {$15000.00} not currently on deposit with Citizens Bank and maintain that balance for 3 months
Company Response:
State: NJ
Zip: 07307
Submitted Via: Web
Date Sent: 2020-06-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-05-28
Issue: Closing an account
Subissue: Can't close your account
Consumer Complaint: I had problems with Citizens Bank before in XXXX due to erroneous fees. I decided to close my account in XXXX. I tried various times to close the account. But the bank does not stop payments, and twice I emptied my account, but an existing out-pay charged against the account. Since it was my fault, I paid the fees and asked again to close the account. I send a letter to customer service. No response. I sent secure emails in the Bank App. To my surprise, that email was DELETED. I went to the branch, and the manager told me that he could NOT close my account. Finally, after a very unpleasant exchange, the branch manager explained to me the best way was to keep {$250.00} in the account and verify the balances once in a while. He told me, in confidence, that the bank would not allow me to close the account without a lawsuit or intervention from the regulator. For four years, this strategy worked. Yesterday, the bank charged me {$10.00} Fee for DORMANT ACCOUNT SERVICES. NO notification of such a bizarre fee was done in writing or electronic way. The timing of the fee is also alarming, the Connecticut " Stay Safe, Stay Home '' Governor 's order issued in XXXX of XXXX is expiring. However, this is not my case. This action is malicious because it imposes a LACK of Activity fee for customers that could not get to the branch during a QUARANTINE. I try to call the customer service on XX/XX/XXXX, but after a 1-hour wait, I gave up. I sent a secure email through the bank email phone app, which said that they would respond in 2 days, but I have no faith. I removed the balance of my account, and I hope that this should be sufficient to close this account. However, I would like to receive my {$10.00} fee back via check on the mail. If there are costs to issue the check, Citizens can subtract such losses from the $ XXXX, up to {$10.00}. If to be a bit honest is too much, please keep the money. I also request that the Citizens Bank delete all my information, as allowed by law. Please remove my name from any marketing efforts. XXXX XXXX XXXX Find file attached with the email alert about the fee. NO notice or communication was provided before the fee was charged.
Company Response:
State: CT
Zip: 068XX
Submitted Via: Web
Date Sent: 2020-05-28
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-05-27
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: I have filed a dispute with the credit bureaus about the company for reporting incorrect information. They are reporting I have two accounts with the same account number with different balances to the credit bureaus. Besides double reporting and trying to collect on the same account. It has also passed the statue of limitations. The account was open on XX/XX/XXXX. The first payment was due in XX/XX/XXXX. No payment was made which makes the first date of delinquency XX/XX/XXXX and it should have been removed from my credit report in XX/XX/XXXX. They also reported no information until XXXX to the credit bureaus, which too is inaccurate. Reporting should have began when the account was open and included the actual first date of delinquency- XX/XX/XXXX.
Company Response:
State: CA
Zip: 90806
Submitted Via: Web
Date Sent: 2020-05-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-05-26
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Company has refused to give us information on their policy regarding these issues below : 1. I have done extensive work on our home and need to have it reappraised ( WE ARE REQUESTING AN APPRAISAL BE REDONE AS THE VALUE HAS INCREASED GREATLY ). 2. I was told from beginning of loan that we are responsible for the Hazard Insurance and condo fees paid .I have paid it in full effect from XX/XX/XXXX to XX/XX/XXXX. We have called our Insurer and have been told that we can not make a payment until XX/XX/XXXX due to rates not having been sent or bills will not be sent out until then ( AT WHICH TIME WE WILL ONCE AGAIN MAKE FULL PAYMENT FOR A YEAR AGAIN XXXX ). THEREFORE THIS CANN0T BE INCLUDED IN THE OVERAGE THEY CLAIM ON THE ESCROW ACCOUNT DUE TO THEIR ERRORS IN CALCULATIONS AND MISAPPROPIATING FUNDS. 3. Request for Federal law to be followed regarding forbearance for three months to not affect my credit and to be put the4 back end of loan not to be due within 3 months after the forbearance period ends per Covid-19 pandemic. I am disputing the so called Shortage and wondering where the funds collected at closing went and the HO-6 fee of {$310.00} paid in full for XXXX year not due until XX/XX/XXXX but will be paid upon issue of bill from company to be sent out XX/XX/XXXX to be paid in full once it is issued. MOST IMPORTANTLY THEIR IS A NEED FOR HOME TO BE REAPPRAISED AS SOON AS POSSIBLE TRIED TO HAVE THIS DONE PREVIOUSLY TOLD mASS HOUSING DID NOT PERMIT IT CALLED mASS HOUSING AND THEY STATED THEY HAVE NOTHING TO DO WITH THIS AND WOULD NEVER TRY TO BLOCK ONE FROM GETTING AN APPRAISED TO UP THE VALUE OF THEIR HOME ONCE WORK HAS BEEN DONE.
Company Response:
State: MA
Zip: 02072
Submitted Via: Web
Date Sent: 2020-05-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-05-24
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I have a HELOC with Citizens Bank. My rate is Prime - 1 %. Prime rate was reduced on XX/XX/2020 ( from 4.75 % to 4.25 % ) and again on XX/XX/2020 ( to 3.25 % ). The rate on my HELOC should have been 2.25 %, however, the rate on my loan continued at 3.75 % through XXXX. I have tried calling customer service, but their agents are not able to answer my questions. I have requested copies of my loan documents both with customer service and on line to no avail. As I am not able to get answers to my questions I am out of patience and am requesting that the CFPB investigate this matter. Thank you.
Company Response:
State: CA
Zip: 91304
Submitted Via: Web
Date Sent: 2020-05-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-05-23
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: This is corresponding to the Case XXXX with Franklin American Mortgage Company. As Franklin American Mortgage Company representative explained, The payment was submitted but just in 2 half payment every two weeks, since when I signed for the mortgage, and was advised to make 2 payments, half of every two weeks to reduce the interest and that is exact what I do as I was told to do. The I received the phone called from Franklin American Mortgage Company reps, the payment was made in full. I believed my credit and my wife credit should be corrected. Perhalp, this is not a late payment, but your computer was turned down my payment and called it a late instead. I believed Franklin American Mortgage Company was using a credit reporting power to demolish a good credit individual such as me and my wife. Consumer Financial Protection Bureau, please jump in and help since this is an abusing power to trash our good credit. PLEASE HELP IN GETTING MY OUR GOOD CREDIT BACK. and please if this is a single individual abusing the company 's power, this individual not need to be working anymore, since this is a loving country. Sincerely, XXXX XXXX XXXX # XXXX
Company Response:
State: TX
Zip: 75082
Submitted Via: Web
Date Sent: 2020-05-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-05-23
Issue: Problem when making payments
Subissue:
Consumer Complaint: Hello! I'm sending this complaint to let you know that Citizens One, who finances XXXX XXXX loans, does not abide by the Federal Periodic Statement rule. They do not provide monthly statements with interest rates, fees, and pre-payment information. XX/XX/2020 After reviewing my emailed " Payment Reminder '' with only balance and payment amount, I created an online account to be able to see my interest rate, and be able to pre-pay my loan. As this information was not provided in my " Payment Reminder ''. I receive no other form of communication, including Statements, from Citizens One regarding my account. My online account does not display my interest rate, nor pre-payment information, nor any way for me to make additional payments. I navigate through the customer service number to check through the menu options to see if I can find my interest rate, or able to pre-pay, or if there is a penalty. I can pre-pay, however, the message ( recording ) says that I need to check my original loan documents to see if pre-paying is advantageous. This makes me apprehensive that there is a pre-payment penalty. I called to see how I can find this information. In summary, I would need to be transferred to a different department that would then be able to send me the truth in the lending document associated with my loan and the helpful customer service representative told me my interest rate, verbally. The only information that this company sends monthly is an emailed " Payment Reminder '' which does not include the interest rate, fees, or pre-payment information. As a side note, and possible separate issue from statements, are companies required to allow customers to make additional online payments? Because that is not an option ( only by phone ). While this company helps answer questions, they should be sending statements with the interest rate, fees, and prepayment penalties. Thank you! This is a HUGE loan provider considering 100 million people in the United States own XXXX. Keep up the good work and stay well!
Company Response:
State: MO
Zip: 631XX
Submitted Via: Web
Date Sent: 2020-05-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-05-22
Issue: Opening an account
Subissue: Unable to open an account
Consumer Complaint: Accts show that belong to me I have taken care of. Contacted companies directly and they was unable to locate mentioned accts listed under my social security number.
Company Response:
State: FL
Zip: 32725
Submitted Via: Web
Date Sent: 2020-05-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A