Date Received: 2020-04-10
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: Citizens One Bank is not helping there customers who are furloughed due to vivid 19. There forbearance program defers 3 payments and at the time of your 4th payment you must pay the entire sum back. They are not offering a deference to The back of your loan like many other reputable banks. The whole point of the care act is to help consumers, this is not help in fact it will set up foreclosure for many.
Company Response:
State: ME
Zip: 040XX
Submitted Via: Web
Date Sent: 2020-04-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-04-09
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 got into a severe car accident back in XXXX and since then I have been trying to have GAP INSURANCE to pay for the deficience balance of {$6000.00} and they finally sent {$4500.00} last towards that and mailing out the difference this month. I am really concerned about the account because the lates shouldn't be there if GAP acted in a timely manner. I am pleading to you to have these lates removed or deleted.
Company Response:
State: MA
Zip: 02302
Submitted Via: Web
Date Sent: 2020-04-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-04-08
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: My mortgage is through Citizens One Home loans and I recently have been laid off from work do to the Corona Virus ( which is out of my control ), I got in contact with my mortgage company to get details on what would or will happen to my account. I was told by one of the representatives their, that I can make my mortgage payments if I can or I can miss the payments up to 3-6 months but then they told me that at the end of the period they allow you to miss I would be responsible for all the payments I didn't make. When I asked if they had the deferral program they told me they do not have the program and that I would owe the outstanding amount for my home when I return to work all at once. I can not make these kinds of payments while on unemployment do to the lack of income based off of unemployment. This kind of action that this company is doing to people including myself puts way more stress and financial stress on us.
Company Response:
State: ID
Zip: 838XX
Submitted Via: Web
Date Sent: 2020-04-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-04-08
Issue: Problem caused by your funds being low
Subissue: Overdrafts and overdraft fees
Consumer Complaint: I have been a customer of the Citizens Bank of PA. since XXXX. I have only use them as a bank/debit card service and no loans. I have not had any problems with them until the last three years. Since about XXXX at various time I have had overdraft problem due to my work slowing down and then in XXXX I became unemployed when the company I worked for shut down. I draw SS and my check is direct deposited. I approached the Bank for any solution they could offer and was told that the account was set up on a Debit Overdraft Protection and I thought well, that's ok but is isn't. They get my check and my wife 's check before I ever se any money and they deduct their fees. In XXXX in XXXX we paid our mortgage off and had about {$2500.00}. left in our Escrow account. We went to the bank in XXXX XXXX and established a savings account to cover our taxes and insurance and Overdraft Fees and I thought that we were good. In XXXX of XXXX I talked to a representative of the bank via telephone over Overdraft fees and learned that the Bank would/could not use savings account as an Overdraft Protection because my Original account was established in XXXX XXXX and the savings account was opened in XXXX XXXX and could not be linked of which I was not made aware of. The gentleman did refund several Overdraft fees and recommend I open a Line of Credit Overdraft Protection of {$1000.00}. that would take care of the problem but that I would need to do it at my Bank. In XXXX of XXXX I agai9n went to the bank ion XXXX to apply for a Line Of Credit overdraft protection account thinking that with a good credit score and owning my own home would be our answer. With what my wife makes and my SS we can cover our expenses. the problem we have is not money but timing but when the bank hits you with {$37.00}. ODF a few time it turns into a money problem. Well, even though the bank was covering all drafts on my Checking account and charging me the {$37.00}. fee, they refused to grant me a line of credit Overdraft protection account with {$12.00}. fees and a minimal interest charge. XXXX, and XXXX have been a difficult time for us and today my SS check was deposited and upon checking account balance I discovered that a total of over {$600.00}, has been taken from my account in overdraft fees and sustained overdraft fees and I just can not, under current circumstances, change banks and can not make ends meet with this type of bank service. I have done all I can do to be the best customer I can but I do not believe this is fair to me. I can't pay all my boils when the bank takes {$37.00}, a whack out of my account and leaves me with not enough money to survive. I believe the money in fees is really what this is about because they make more at {$37.00}. bucks each rather that {$12.00}. bucks and a minimal interest charge. It really hurts to loose {$600.00}. of your {$1800.00} monthly SS check. I will change banks but oi9t oi9s very difficult to under the current circumstances. Do I have a valid complaint or am I out of luck?
Company Response:
State: NY
Zip: 128XX
Submitted Via: Web
Date Sent: 2020-04-08
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-04-08
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: Citizen One has been harrassing me for a month now. I want them to send me a 30 day payoff which they haven't. I have been on the phone for 3 hours and they didn't answer. I tried to get on their website and they kept telling me the wrong password so I changed it 3 times then they said my user name was wrong. This has been gone on for months. Then I tried to email them and couldn't I t didn't go through. I made a payment of {$720.00} in XXXX then another payment in XXXX for {$660.00} I just got a bill for {$2100.00} They said I was past due. They are wrong Fraud is what they are doing.In 2015, they said I didn't make a payment. That was Citizens Bank. I had to pay their lawyer {$1000.00} to their lawyer or they were going to take my house.I am a senior citizen and I don't need this harrassment.Please help me. I have read other customer reviews and they also told me to get out of this bank. Please help me. I want other people to see this and to see their reviews. Thanks XXXX XXXX
Company Response:
State: PA
Zip: 150XX
Submitted Via: Web
Date Sent: 2020-04-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-04-08
Issue: Managing the loan or lease
Subissue: Billing problem
Consumer Complaint: Installment Loan Statement billing address change request is being ignored by Citizens One. It took months for Citizens One to address an error in the first billing address. They forgot to include the apartment number. When Citizens One made the apartment number correction I received my first installment loan statement and I returned the bottom portion with a checkmark in the box for address change request. I also completed the backside with the new address. Many requests for the address change was made to Citizens One. The last request was made via email on XX/XX/2020 at XXXX XXXX EDT. As of today no response to this email from Citizens One and I have not received an installment loan statement at the new address.
Company Response:
State: NC
Zip: 27516
Submitted Via: Web
Date Sent: 2020-04-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-04-07
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: My wife and I are trying to refinance our existing mortgage and were told we needed to close our home equity loan which we haven't drawn on or carried a balance on in nearly 4 years. Approximately 4 years ago my wife attempted to close the home equity loan and we paid all fees however unknown to us Citizens Bank charged a continuous annual fee of {$50.00} despite her request to close the account and us not using the account. Now 4 years later when my wife called again to close the home equity Citizens again advisded her that they would be charging us the accumulated fees again inorder to close the account and advised that we also needed to provide a written letter to close the account which seems like an undue burden and would appear to be the root cause for why were were charged a continues fee desipte not receiving any services or active communication. Moments after my wife advised me of the fees I immediately called to inquire, dispute, and ask for relief or assistance. I was denied at which point I asked for my compliant to be escalated. I was informed that I would receive a return call within 48 hours. During the time where I As I asked questions of the corporate office employee, XXXX XXXX, she became frustrated with me and disconnected our call and I'm now out of options. I advised we are experiencing financial hardship and did not want to pay the fee at this time but due to the delay in the return call ( 76 hrs vs 48 ) and despite there being an active complaint relative to this fee Citizens debited the fees from our account, has refused to advise of any asssitance or releif options, even as little as going back to the status where the fee continued to accrue. They have left us in a desparate situation furthermore they've required us to provide the written letter requesting closure of the account but still collected the lien release feel.
Company Response:
State: PA
Zip: 150XX
Submitted Via: Web
Date Sent: 2020-04-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-04-06
Issue: Getting the loan
Subissue:
Consumer Complaint: My concerns are : The loan was declined in spite of my Exceptional credit rating and solid financial standing Citizen One ran a credit check, leaving a permanent mark on my record The explanation given for the decline, APPLICANT 'S IDENTITY CAN NOT BE VERIFIED is not plausible because they did run a credit check. What part of my identity do they lack when checking into my private credit information? What happened : I visited the XXXX XXXX in XXXX XXXX, CA on XX/XX/XXXX to buy an XXXX. I wanted to participate in the Upgrade program, for which applying for the loan or using the XXXX Credit Card ( which I did not have ) was mandatory. I filled out the application on the stores XXXX and hit submit at around XXXX XXXX. Within about 60 seconds, the store Associate informed me that my loan application was DECLINED. He then gave me a phone number to call to try and find out why the loan was declined and to try and repair the situation. I called the number and navigated the voice mail tree multiple times, being placed on lengthy holds and ultimately concluding that no one at the loan company was available to answer questions. When I arrived home, I found an email time-stamped XXXX XXXX that said : Thank you for your recent application ( s ) for an XXXX loan with Citizens One. After careful consideration, we are unable to approve your request for the following reason : APPLICANT 'S IDENTITY CAN NOT BE VERIFIED If you have any questions, feel free to call us anytime at XXXX. The next day, I found that a credit check had been run by Citizens One. If they were unable to identify me, how were they able to hit up my credit, leaving a permanent mark on my record showing their inquiry? In my subsequent phone call to Citizens One, the agent stated that they would investigate if I was really interested. I said I was really interested. She said they would get back to me in about a week. I have not heard back from them in the ensuing 5 weeks.
Company Response:
State: CA
Zip: 90068
Submitted Via: Web
Date Sent: 2020-04-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-04-04
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Federal Reserve reduced interest rates to zero. Interest rates for all types of loans was lowered by all banks. We have home equity loan with " floating '' rate that was supposed to reflect the general trend and Federal Reserve rates in particular. Yet our rate of 4 % is unchanged even in these Covid-19 circumstances. Moreover, after making {$1300.00} payment for principal last month our interest this month not decreased but increased from {$130.00} to {$140.00} ( XXXX! )
Company Response:
State: DE
Zip: XXXXX
Submitted Via: Web
Date Sent: 2020-04-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-04-03
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I'm an XXXX XXXX Veteran using my VA home loan. On XX/XX/XXXX, I called Citizens One to inquire about options for my mortgage of {$2800.00}. I am writing with concerned frustration and irritation about Citizens One home mortgage department. I have a mortgage through them and I was hoping they could offer some assistance during these unprecedented times. Due to the recent Corona Virus pandemic and the uncertainty of work as well as the government mandates to stay home, their lack of realistic help is amiss. They informed me the best they could do is forbearance and were not offering Deference. While I understand that during normal times offering forbearance to some while they get back on their feet is suitable, this just seems preposterous for these circumstances. If they take one cent of government bailout money while people are being mandated to stay and home and NOT go to work without offering deference then they should be listed as a predatory lender and prosecuted for scamming the government. The bailout money IS NOT meant as a profiteering investment capital infusion but a financial measure to ease burdens of the public which Citizens One as of this date refuses to do. Most people wont be able to make up for the months of build up of mortgage payments or they will have to renegotiate their term loans to a far less desirable contract for the home owners which in my opinion is their aim and goal. This practice just seems absolutely dubious and not the intent of them needing to be bailed out. I fear that this kind of response by someone of their stature in business is going to lead foreclosures, homelessness and an overall loss of what would be society contributing homeowners. I hope that Citizens One will not receive any type of aide or government bailout assistance if they choose to treat their customers the way they have shown. If they do, it would be a national disgrace and travesty to have, yet again, another big business take money then turn around and stiff the same people that bailed them out that being American tax payers. This is a time the nation should be working together for the greater good not a time to be milking people for every penny they have. I look forward to hearing about any outcome so as to send a thank your letter or to escalate actions to make this a far more public awareness campaign of companies to avoid or to refinance out of. A Concerned XXXX Veteran
Company Response:
State: FL
Zip: 328XX
Submitted Via: Web
Date Sent: 2020-04-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A