Date Received: 2020-04-03
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Unfortunately I have a Auto Mortgage with XXXX XXXX. Because of recently evolving COVID-19, I called on XXXX XX/XX/2020 and talked with a representative and finally settled down an extension for 3 months. I am unable to pay from XXXX, 2020. Because I am jobless for 3 weeks due to " Stay at Home ''. They agreed in this point. But they took their payment as it was auto payment on XXXX XX/XX/2020 ( {$460.00} ). From then I called and talked with representative several times. They didn't give me any proper answer even one of representative today transferred my call to someone and I have been waiting more than 1 hour and call dropped or they disconnected!!! I have my call records. I am right now jobless from last week because of COVID-19 reason and staying at Home and employer is not paying me. I am in trouble with very low balance in my bank account!!! I don't know how I will manage myself in this crisis situation.
Company Response:
State: TX
Zip: 78729
Submitted Via: Web
Date Sent: 2020-04-07
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-04-03
Issue: Managing an account
Subissue: Banking errors
Consumer Complaint: Dear Ombudsmen, I wanted to thank you for helping resolve an issue with XXXX where they had made an error. Regretfully, I approach you again with an error. This time caused by Citizen 's Bank. My Father XXXX XXXX within 10 weeks due to XXXX XXXX XXXX XXXX, his story made the news ( see link below ). https : XXXX I was awarded {$2000.00} in death benefits as his beneficiary. This was mailed to me and I physically went to deposit the cheque at Citizen 's bank via their drive thru service. The teller handed me a receipt confirming the {$2000.00} USD deposit had been completed. It would take 24 hours for the funds to be settled/verified. No problem. I kept my slip and awaited the usual processing. The following day I awake to find the funds have settled and are available. I put aside some in my savings account and had alloted funds available in my checking account, where i was going to purchase diapers for my XXXX and pay a few bills. When I finally get time to try to make my purchases, i am told my card is declined. I tried a second time, thinking it was an error. No, declined again. I quickly log into my Citizen 's bank to find I had been deducted {$660.00} AND was minus {$55.00} overdrawn into the red. I also got a {$37.00} fee for being overdrawn. i immediately got on the phone with Citizen 's bank ( which took hours ) and XXXX, their agent was a real delight. She couldn't understand why only this time the bank made the error ( despite the bank receipt even stating US dollar for the {$2000.00} cheque ) but she did reverse the {$37.00} fee imposed by the bank for drawing into my overdraft. She assured me the supervisor would call me by the end of the day, at worst I'd hear back on saturday - guaranteed. I waited, and never had a call back. On monday I called again, waiting another 2 hours to get a hold of someone. I had to repeat the whole situation and even go through the pain staking reexplanation of my father 's death as to why I had the funds as a foreign cheque written out for US dollar payout and mailed to me at my residence in XXXX, NY. The agent was kind, but was limited to their ability on reversing the error, as it was up to a supervisor/manager to reverse. They checked but all managers were occupied and I was told I would receive a call again by end of day, or as soon as a couple hours. Never heard back. Along came tuesday. I called and waited 2 hours AGAIN. Unfortunately the representative I had this time was rather abrasive and was quite apparently not having a good day. He asked me to repeat my entire card number over the phone ( no other agents ever have, and its entered into the phone system when you first call in, before being placed on hold ). I explained I had called several times already and required a manager for the bank error. He then had me explain to him the entire situation, again. Despite being unable to help any way. He began saying I didnt wait 24 hours and thats when managers do call backs. I politely informed him I had been waiting since Friday and it was much more than 24hrs. He proceeded to interrupt me and said he would try to reach a manager by putting me on hold. I was placed on hold by him for a lengthy period of time and he came back, only to hang up on me. Which I screenshotted on my phone. I was in the process of beginning to redial but received a text from my grandmother that she required to be taken to the emergency room at the local hospital and needed me to take her. She had a XXXX almost 2 weeks ago and lives alone, she's XXXX. She has had nurses coming by a couple times a week for wellness check and the nurse insisted she must go to the hospital. I was forced to call it a day in terms of my almost week long ordeal with citizen bank 's error. Plus almost 4 hours of being on hold and run in circles. I packed up my XXXX year old and XXXX XXXX XXXX XXXX and rushed to Grandma 's residence to take her to the hospital. I would just like the funds due to me, to be reversed. It isn't okay for them to brush me off regarding my funds and their error. Especially during this global crisis when people need access to their rightful funds. I will be changing banks after this js resolved. As I have always been a phenomenal client of the bank, for years. And even their agent XXXX stated she's only seen one other account that was so well maintained and managed. She asked what my secret was. I would like to thank you for reading my submission regarding this horrendous ordeal and error. I have also submitted my call log, showing time spent on the phone with the bank ( XXXX was the most helpful and spent about 30 minutes with me trying to help. The others spent at most, 5 minutes ). I have submitted a photo of the teller slip/receipt showing the funds were to be US dollar and the caption of my grandma 's text and photo she sent from the hospital. Last note to add, it is now Friday, XX/XX/2020 and I still haven't gotten the promised call, nor my funds. I look forward to your help. Thank You.
Company Response:
State: NY
Zip: 14606
Submitted Via: Web
Date Sent: 2020-04-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-04-02
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: Based on the coronavirus, my husband and I are both unemployed and living in NY. We have had two mortgages since XXXX and never had a late payment. During this pandemic the governor instructed mortgage companies to place mortgages into forbearance without penalties. Upon calling my mortgage company I was instructed with minimal information or assistance to apply online. After receiving paperwork standard for foreclosure, which does NOT apply to me, I was assigned a case worker with no contact extension. I then called the general line and after a 90 minute hold I was told that I would be granted the forbearance and then on XX/XX/XXXX I would be expected to pay one lump sum of FOUR mortgage payments at which time I could then call back to discuss any other options like foreclosure. I contacted the governors office, the financial dept in which I filed a complaint and finally your agency which advised this method of documentation.
Company Response:
State: NY
Zip: 11706
Submitted Via: Web
Date Sent: 2020-04-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-04-01
Issue: Struggling to repay your loan
Subissue: Can't temporarily delay making payments
Consumer Complaint: On XXXX XX/XX/2020, I was granted a hardship forbearance from XXXX XXXX XXXX/Citizens Bank student loan payments for a two-month increment. I spoke on the phone with a representative who confirmed I was eligible for a two-month hardship deferment. The representative assisted me and filled out an application through their internal system that was subsequently approved. I received letters in the mail confirming that I was approved, which I have attached to this form. The letters are dated XXXX XX/XX/2020. I received a call on XXXX XX/XX/2020 from Citizens Bank Collections, informing me that my loans were in collections ( I am not 100 % sure of the relationship between Citizens and XXXX XXXX, but my understand is that XXXX administers the loan payments on Citizens behalf ). Citizens was not aware of my hardship forbearance and transferred my call to XXXX XXXX. XXXX XXXX informed me that my hardship forbearance had been incorrectly approved. They informed me a new denial letter was sent in the mail on XXXX XX/XX/2020, and I should receive it soon. XXXX informed me they had not sent any emails, but had attempted to contact me by phone only 3 times. XXXX XXXX informed me that I did nothing incorrect, and that it was an error on their end that resulted in my hardship being approved. I asked if they could honor it, since I have documentation stating I was eligible and granted the hardship forbearance, and they informed me that the decision was made by Citizens bank, and they could not approve it. Citizens banks logo is on the letter that affirms my complaint hardship forbearance was approved. The XXXX XXXX supervisor I spoke with on the phone informed me that he would be filing an internal complaint based due to how this situation was handled on their end.
Company Response:
State: TX
Zip: 76108
Submitted Via: Web
Date Sent: 2020-04-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-04-01
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Franklin American was purchased by Citizens Bank last year. on XX/XX/XXXX, the servicing of my mortgage loan was transferred to Citizens One Home Loans. I did not see the change and my XX/XX/XXXX payment was automatically sent to Franklin American Home Loans. To date, Franklin American Home Loans has not sent that payment to Citizens One to credit the mortgage account. I have attempted to contact Franklin American to determine where that money went, but I get an automated response that states my account was transferred, then the call ends.
Company Response:
State: PA
Zip: 16066
Submitted Via: Web
Date Sent: 2020-04-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-03-31
Issue: False statements or representation
Subissue: Attempted to collect wrong amount
Consumer Complaint: Citizens one and XXXX XXXX can not produce original documents of final disclosure for private student loan from XX/XX/XXXX. The charge of amount is incorrect, the percentages are fraudulent. When I asked for final disclosure papers all they gave me was transaction history. The dates are also wrong. I graduated in XX/XX/XXXX. They have been reporting invalid dates. When I go to open up the final disclosure from my email they have blocked this document. I would like for this document produced. I have asked many times before over the years and they have refused.
Company Response:
State: TX
Zip: 77047
Submitted Via: Web
Date Sent: 2020-03-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-03-30
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: My Name is XXXX XXXX and Im putting a complaint in on Citizens Bank In reference to refinancing my home I applied for a refinance loan XXXX and have been back and forth with the loan officers XXXX XXXX , XXXX XXXX XXXX and on XX/XX/XXXX I finally got fed up and requested to speak with a supervisor which her name is XXXX XXXX . For months I have goin back and forth with XXXX XXXX once I wasnt able to talk with XXXX XXXX, She has done horribly with communicating with me and never comply with me unless weeks go pass and I would have to call her and see what are status was with closing. It has been a numerous of times she has made me think we were going to close and nothing When I say we meaning myself and my husband.Anytime she was off of work no one has called or contacted me or my husband shouldnt it be someone in place so every time she was off that hurt us badly because it would put us at the beginning of the loan we would have to submit paperwork over again bank statements, award letter from social security office, she would just pull my husbands statements because he is a citizens customer my statements. We have had 3 appraisal which she stated to me that they were outdated which who would be at fault for that not me because we are waiting on her to contact us back never a response only sometimes. I have emails of the months and times of some of our communication. This is so unfair to us as customers and when I called her today both XXXX and XXXX no response XXXX responded to my email but when I called her to tell her I didnt understand and what Im I to do she never contacted me. I feel discriminated against and I have felt this way for a while is this the way customers are treated I really dont understand. Two appraisal came in at XXXX dollars and now XX/XX/XXXX which is the third appraisal they have us XXXX XXXX did not do her job as a loan officer Things are suppose to be explained so the customer understands everything we have been hanging on a string the whole time. She pulled my bank statements back in XXXX without my permission at XXXX XXXX not sure if the bank submitted them to her or not because that illegal I want answers and we spent funds and supposedly the work that was done that was requested by the underwriter were approved that we completed them and I thought that means we move on to the next thing no we kept being pushed back to the beginning of the loan. We never move forward and when we thought we were closing It never happened We are out of funds that we saved up held on to closing money and rearranged our lives for this refinance. This was the worse refinance and frustrating cause felt like we have been in it alone, Hopefully someone can help us and make us want to continue as customers here. Thankyou for your time.
Company Response:
State: PA
Zip: 15221
Submitted Via: Web
Date Sent: 2020-03-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-03-29
Issue: Written notification about debt
Subissue: Didn't receive enough information to verify debt
Consumer Complaint: Citizens banks claims The debt of XXXX from 2007 stills provides false information to the credit by providing payments in ever made to them. Due to the information being provided the credits company continue to undate this information is he during menform buying a house or keep my Clearance with the government.
Company Response:
State: MO
Zip: 63052
Submitted Via: Web
Date Sent: 2020-03-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-03-28
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: I own a home and have an FHA Loan through Citizens Home Loan. I have been going through the assumptions process since XX/XX/XXXX to have my friend assume the loan. They do not provide all the documents needed in one letter or clearly look at what has been provided, and then send multiple letters requesting more information, with incorrect fax numbers to send documents and provide an unrealistic turn around time to provide these documents. Each time I call or send a message, I receive a different response. This has caused us to need to restart the process from the beginning and is still ongoing to this day - XX/XX/XXXX. Customer Service advises that they do NOT have a manager for me to talk to and CAN NOT transfers me to the Special loans department who handles this transaction. Unbelievable. Secure Message 1 : XX/XX/XXXX Hello, We are looking to move in XXXX and complete an assumable loan transaction to transfer this property to our friends. Do you have a packet available for us to review? XX/XX/XXXX - Dear XXXX XXXX XXXX, Welcome to Citizens One Home Loans! We are excited to be your new servicer. Thank you for your recent inquiry regarding your mortgage loan. I see that you were able to speak to one of our Customer Service Representatives on XX/XX/XXXX, regarding this matter. We have received your written request and your account is being reviewed. If an assumption is possible in this scenario, you will receive the documents needed. Otherwise, your friends would have to secure their own loan to purchase the property. If you have additional questions, you may send a Secure Message from our website or contact us at XXXX, Monday through Friday from XXXX XXXX to XXXX XXXX ET. If you have a hearing or speech impairment you may reach the relay service at XXXX and then choose option 1 for Citizens One Home Loans. Sincerely, Customer Experience Team Citizens One Home Loans Secure message 2 : XX/XX/XXXX - Hello, Can you provide me a copy of the assumable documents mailed to XXXX XXXX? I assumed we were both getting a copy. If you can email- XXXX Thank you XX/XX/XXXX - Dear XXXX XXXX XXXX , Thank you for your recent inquiry regarding your mortgage loan. The assumption request was received and information was sent to the party interested in assuming the loan. Since these documents may contain personal information from the person assuming the loan, these documents are only addressed to the person assuming the loan. You would have to contact the interested party to obtain copies of documents sent for this process. If you have additional questions, you may send a Secure Message from our website or contact us at XXXX, Monday through Friday from XXXX XXXX to XXXX XXXX ET. If you have a hearing or speech impairment you may reach the relay service at XXXX and then choose option 1 for Citizens One Home Loans. Sincerely, Customer Experience Team Citizens One Home Loans Secure message 3 XX/XX/XXXX - Hello On XX/XX/XXXX I spoke to a representative and a new assumable loan letter was to be sent to XXXX XXXX within 5 business days. On XXXX I called back and was advised that it was mailed out that day. Today, XXXX hasn't yet received the letter. Are you able to advise if the status? XX/XX/XXXX - Dear XXXX XXXX XXXX, Thank you for your recent inquiry regarding your mortgage loan. I show that the letter was sent to XXXX on XX/XX/XXXX. I have submitted a request to have a new assumption package mailed to XXXX XXXX, XXXX XXXX XXXX, XXXX, PA XXXX. If you have additional questions, you may send a Secure Message from our website or contact us at XXXX, Monday through Friday from XXXX XXXX to XXXX XXXX ET. If you have a hearing or speech impairment you may reach the relay service at XXXX and then choose option 1 for Citizens One Home Loans. Sincerely, Citizens One Home Loans XX/XX/XXXX - Hello, XXXX last name is XXXX ( no XXXX ). He mailed the requested information back to you on XX/XX/XXXX. Can you confirm this has been received and is under review? Is the processing time still 27 business days? If more information is needed, will you call me or him as a letter takes more time to receive and creates a large delay. Where is your office location in XXXX PA so we can work with them if more information is needed? Thank you XX/XX/XXXX - Dear XXXX XXXX XXXX, Thank you for your recent inquiry regarding your mortgage loan. We have not received the assumption package back yet. Our Special Loans department handles assumption request, the process timeframe has not changed. This request is not something that can be handled at a bank branch. If you have additional questions, you may send a Secure Message from our website or contact us at XXXX, Monday through Friday from XXXX XXXX to XXXX XXXX ET. If you have a hearing or speech impairment you may reach the relay service at XXXX and then choose option 1 for Citizens One Home Loans. Sincerely, Citizens One Home Loans Secure message 4 : XX/XX/XXXX - Hello, 3 needed documents for the assumable loan process were mailed in again on XX/XX/XXXX. What is the processing time of having these documents logged into the system once received on your end? I called today and they are not yet in the system. Please keep the assumable loan process open. TY XX/XX/XXXX - Dear XXXX XXXX XXXX, Thank you for your recent inquiry regarding your mortgage loan. We have not received the documents as of today, unless they were sent to the processing team directly and they did not note the loan. Please allow 7 to 10 business days if sent through the mail, not including holidays. An email has been sent to our special loans division to request not to close the assumption process. I do see the status as pending final decision. If you have additional questions, you may send a Secure Message from our website or contact us at XXXX, Monday through Friday from XXXX XXXX to XXXX XXXX ET. If you have a hearing or speech impairment you may reach the relay service at XXXX and then choose option 1 for Citizens One Home Loans. Sincerely, Citizens One Home Loans Secure message 5 : XX/XX/XXXX - The letter dated XX/XX/XXXX to XXXX XXXX provided fax # XXXX to send all requested documents to. Today I was informed this was the INCORRECT fax number and went to the VA Dept? How was the wrong number provided on the letter and what will this dept. do with the documents? I was advised there is no way to have these forwarded to assumable loans dept? At XXXX XXXX today, XXXX re-faxed this to XXXX and it shows sent. Called to confirm at XXXX and advised not yet in system and to call back next week. Please confirm these are received .... We do NOT want process closed. Please keep OPEN. XX/XX/XXXX - Dear XXXX XXXX XXXX, Welcome to Citizens One Home Loans! We are excited to be your new servicer. Thank you for your recent inquiry regarding your mortgage loan. Our records indicate on XX/XX/XXXX, you spoke with a specialist who was able to assist you with this matter. If you have additional questions, you may send a Secure Message from our website or contact us at XXXX, Monday through Friday from XXXX XXXX to XXXX XXXX ET. If you have a hearing or speech impairment you may reach the relay service at XXXX and then choose option 1 for Citizens One Home Loans. Sincerely, Citizens One Home Loans XX/XX/XXXX - ... ... I am not new to Citizens Home Loan ... ... XXXX XXXX is going through the process to assume our loan and faxed in documents ... ... ... Questions not answered .... The letter dated XX/XX/XXXX to XXXX XXXX provided fax # XXXX to send all requested documents to. Today I was informed this was the INCORRECT fax number and went to the VA Dept? How was the wrong number provided on the letter and what will this dept. do with the documents? I was advised there is no way to have these forwarded to assumable loans dept? XX/XX/XXXX - Dear XXXX XXXX XXXX, Thank you for your recent inquiry regarding your mortgage loan. The assumption package was received by our Special Loans Department on XX/XX/XXXX. A letter was mailed out due to the assumption package missing several required items. Please contact our Customer Service Department at XXXX, regarding this matter. If you have additional questions, you may send a Secure Message from our website or contact us at XXXX, Monday through Friday from XXXX XXXX to XXXX XXXX ET. If you have a hearing or speech impairment you may reach the relay service at XXXX and then choose option 1 for Citizens One Home Loans. Sincerely, Citizens One Home Loans Letters : Initial letter dated XX/XX/XXXX from Citizen Home Loan. Indicated that following items must be received within 30 days of receipt of letter. Uniform residential loan application Borrowers certification & credit authorization Payroll advices ( copies ) for the most recent month IRS W-2s ( copies ) for the past 2 complete tax years For applicants who are commissioned or receive bonus income : The past 2 years of signed deferral tax returns ( copies only ) unsure if it applies For applicants who are self employed does not apply For applicants who are retired does not apply For applicants who have been rending for the past 2 years : Provide the complete mailing address and phone number for your landlord for the last 2 years For applicants who own rental property does not apply For applicants with a prior discharged bankruptcy does not apply Bank statements for the 2 most recent statement periods ( copies ) Current mailing address for current borrower Request for transcript of tax return Borrowers signature authorization Signed copy of this letter Request for additional information letter dated XX/XX/XXXX from Citizen Home Loan. Indicated that following items must be received within 15 business days from date of letter. Provided fax number XXXX ( THIS IS THE FAX NUMBER FOR VA LOAN DEPT, so following documents were sent to this and we were advised to resend because they did not have access to obtain these documents. This was refaxed to corrected number ) Complete HR contact information ( name of HR Representative, phone number or email address ) for the following companies so that they can verify employment and income : o XXXX XXXX XXXX o XXXX XXXX XXXX XXXX Explain relationship of XXXX XXXX XXXX and XXXX XXXX shown on the loan application Provide updated paystubs Provide updated 401k statement Provide XXXX XXXX statement for XX/XX/XXXX & XX/XX/XXXX W-2 Forms for XXXX Complete landlord/management company information ( name, phone number or email address ) so they can verify rental payment history for past 12 months. Request for additional information letter dated XX/XX/XXXX from Citizen Home Loan. Letter received in mail on XX/XX/XXXXIndicated that following items must be received within 15 business days from date of letter. Provided fax number XXXX ( THIS IS THE FAX NUMBER FOR VA LOAN DEPT AGAIN, Which I questioned in my secure message # 5 and did NOT receive a response to ). Explain Relationship of XXXX XXXX XXXX on your paystubs and XXXX XXXX shown on loan application o ( THIS WAS PROVIDED IN RESPONSE TO ABOVE LETTER Provide updated 401K statement o THIS WAS PROVIDED IN RESPONSE TO ABOVE LETTER Complete 12 months verification of rental payment history for property located at XXXX XXXX XXXX XXXX PA XXXX. We need to establish a 12 month history from your rental address. o LANDLOARD CONTACT INFORMATION WAS PROVIDED IN RESPONSE TO ABOVE LETTER. WHY DID THEY NOT CONTACT LANDLOARD OR ASK FOR THIS PAYMENT HISTORY IN ABOVE LETTER.
Company Response:
State: NC
Zip: 28210
Submitted Via: Web
Date Sent: 2020-03-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-03-28
Issue: Fees or interest
Subissue: Charged too much interest
Consumer Complaint: Re-doing this. 2nd try. Citizens One. formerly RBS. I have had a credit card account with them for years. I charge items every month and pay the full balance every month. Thus I avoid interest charges. Recently they changed their website causing confusion as follows. I get an email saying my statement is ready. I log on and get a message that no payment is due at this time. Today I logged on and was surprised by my balance and began to drill down into the individual charges and discovered an approximately {$41.00} interest charge for XX/XX/2020. Previously their e-mail notification and log-on took you to what you charged, what you owe and when it was due. I called them today and was told by a rep that the " you owe nothing at this time '' message is because at some point you have made a minimum payment and that you have to continue and look at your charges to determine what your owe, or to that effect. I attempted to resolve this issue by telephone which involved an UNBELIEVABLE hold time, ( even with Covid ), asked for a supervisor, and was transferred to another person after a long time who could not resolve, and identified as the same rank as the person I dealt with initially.. Cit1 has no e-mail or chat for resolving problems that I can see to preclude endless hold times. I can't be the only person who is getting hoodwinked by their website message '' no due at this time '
Company Response:
State: TX
Zip: 786XX
Submitted Via: Web
Date Sent: 2020-03-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A