Date Received: 2020-03-27
Issue: Trouble during payment process
Subissue:
Consumer Complaint: XX/XX/XXXX Hazard Insurance was paid to XXXX {$860.00} that was not even due yet until XXXX. I told CitizensOne Bank which is a branch of Citizens Bank that they wrongly paid XXXX. They told me it would get fixed. No refund yet then On XX/XX/XXXX They paid Hazard Insurance again {$750.00}. Then I get a letter stating that I owed them back for some kind of repay on escrow advance plus my mortgage would go up {$100.00} if I did not pay roughly {$1200.00}. to fix it. I called and complained. Come to find out they payed someone else account at XXXX. I would have had to wait until my insurance company to return the money before they credit {$860.00} back into escrow. I went ahead and pulled out of my savings to correct the mistakes they made. XXXX XXXX, XXXX CitizensOne paid hazard again to XXXX {$690.00} they paid someone else account again. I called and made another complaint as to why they keep paying XXXX. I called XXXX and they said they had no such payment. I kept calling Citizens to fix it and got on a conference call. XXXX recorded conversation and Citizens said that it was their mistake and that the payment would be canceled. XXXX XXXX, XXXX CitizensOne paid XXXX Hazard Insurance again {$750.00}. XXXX said they can not give money back because it i not in my account to give back. Every time i make my Monthly payment my escrow stays {$0.00}. It goes to a repay of escrow advance. Now I got back {$750.00} but they still have not given me back {$690.00} and if any fees for some kind of repay in advance there is none given back either. This whole account needs to be looked at because there is no telling where else they hurt me. I am afraid of any foreclosure due to no money in escrow. I should have plenty by now. I have given them a lot of time to fix and yet still no fix. The one that was suppose to look into this is XXXX XXXX office chairman at CitiznesOne. Clearly I have been done wrong
Company Response:
State: WV
Zip: 254XX
Submitted Via: Web
Date Sent: 2020-03-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-03-26
Issue: Getting a loan
Subissue: Denied loan
Consumer Complaint: I applied to refinance my student loans with Citizen Bank through their Citizen 's Bank Education Refinance Loan. A little after XX/XX/XXXX I received a letter denying my request/application. They gave three reasons, 1 ) number of auto finance accounts, 2 ) age of bankcard accounts and 3 ) total balance on bankcard accounts. I have one auto loan and only one that shows up on my credit. I would assume that 90 % of the people in this country also have an auto loan, so I am not sure how this is relevant. I do not have many new bankcards and my oldest is over 12 years old. I have never missed a payment in my life on anything. As for credit card balances, I pay some of my credit cards off every month as I use them for the points. The other ones that carry balances are interest free. So the credit report probably shows higher balances than typical. I have had the student loans since XXXX and never missed a payment. I am paying 6.75 %, which is ridiculous considering the current rates. Citizen 's did not even reach out to me to verify my income, which is in the six figures. Nor did they ask how much cash, marketable securities or retirement accounts I have, which should all play factors into the decision, as someone with a strong liquid position or good liquid assets could payoff the credit cards when the zero interest is up. They did absolutely nothing but look at a credit report, which showed no late payments ever. I have been in commercial lending for over 14 years. Citizen 's took my complaint but really couldn't explain their decision. Their letter said my score was XXXX out of a high of XXXX ... .However, i pulled my free credit report on all three credit agencies and all showed that I had no missed payments, no public records, no judgement or any other negative items. It sounds like their scoring is not very accurate as I easily clear over {$2500.00} a month after all bills and expenses I currently pay.
Company Response:
State: FL
Zip: 34698
Submitted Via: Web
Date Sent: 2020-03-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-03-25
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: I deposit cash in the amount of {$500.00} in check slot by mistake while depositing money in my checking account at Citizen Bank XXXX XXXX ATM. Reported the incident and called for claim also talked to Citizen Bank Branch employee at that time. Citizen Bank claims department gave me a claim number and a temporary credit of {$500.00}, while they investigate and wait bank to report ATM overage. After a month and a half bank can not track my money and took the temporary credit of {$500.00} back from my checking account. I have receipt and prove that I made the deposit and cash did not came back from ATM when I put them in check slot by mistake instead of cash slot while depositing. Attached you will find receipt for that transaction.
Company Response:
State: MA
Zip: 02169
Submitted Via: Web
Date Sent: 2020-03-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-03-23
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Citizens One is incorrectly posting EXTRA payments, earmarked for principal only, to interest, future payments ( not yet due ). We think Citizens One is doing this to thousands of others, thereby increasing their profits illegally and fraudulently ... or at least negligently. We think it is intentional as our detailed letter will demonstrate. We would like to send you a copy of the letter we sent to our Senators, XXXX XXXX and XXXX XXXX to help you understand. Where can we send it? We would prefer to scan and email it to you if at all possible.
Company Response:
State: UT
Zip: 84123
Submitted Via: Web
Date Sent: 2020-03-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-03-23
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Citizens One Home Loans took over my loan as of XX/XX/XXXX. I attempted to make a timely payment and their online payment system has an incorrect amount and is charging me a late fee from months earlier that my previous loan servicer waived. I have been attempting to contact their 800 number all week and continue to encounter hold times of longer than 30-60 minutes at times. I had a contact number of someone but they did not answer multiple calls, have not returned the call, and now I lost their number so can not contact them. In addition, I have spent all week attempting to contact the company and make my mortgage payment without success, and now they will say I am late this month.
Company Response:
State: OH
Zip: 45011
Submitted Via: Web
Date Sent: 2020-03-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-03-20
Issue: Trouble during payment process
Subissue:
Consumer Complaint: XX/XX/2020 called the company that is servicing my mortgage loan ( Citizen One Home Loans XXXX XXXX XXXX XXXX XXXX, VA XXXX ) to ask questions regarding private mortgage insurance and having my mortgage serviced. Initially called was at XXXX XXXX eastern and was on hold 2 hours and 15 minutes until I could speak to someone. That is terrible customer service. There needs to be a better system in place to speak to someone from mortgage company.
Company Response:
State: MI
Zip: 48446
Submitted Via: Web
Date Sent: 2020-03-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-03-20
Issue: Managing the loan or lease
Subissue: Billing problem
Consumer Complaint: Today XX/XX/20 I get a statement from citizens one bank and it showed a balance of {$800.00} ( 2 months payment ) Ive been making payments on time and Im trying to figure out why it is showing 2 months payment due and one being late? I was able to review the last few payment from my deposit account and the last one XX/XX/20 payment was made for XXXX and a payment around XX/XX/20 for XXXX. My payments are due on the XX/XX/XXXX of each month, so Im not understanding why it is showing late. I called today and say on hold for OVER 45 minutes for someone to pick up the line and hang up. I figured maybe if I report my issue Ill get a answer to my problem.
Company Response:
State: NC
Zip: 28027
Submitted Via: Web
Date Sent: 2020-03-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-03-19
Issue: Other features, terms, or problems
Subissue: Add-on products and services
Consumer Complaint: Visa sent a notification to citizens bank my account holder that there is a possibility of a fraudulent merchant involved with my account. My card has been cancelled without my knowledge or input in any way. Citizens says there is no fraudulent transaction just a notification from visa that the account number may be compromised. Have they notified XXXX it XXXX in the process? Citizens has no information. In my opinion visa needs to provide specific information about the suspected fraud to the consumer and the bank. How am I supposed to prevent another questionable transaction on my end without any specifics?
Company Response:
State: DE
Zip: 19720
Submitted Via: Web
Date Sent: 2020-03-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-03-17
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My mortgage was apparently " bought '' by Citizens One Home Loans. I have been trying to get service on my loan for over an hour. Have had to call twice. First call ... remain on hold over 40 minutes until someone answers and then hangs up. Second call ... no one answers the phone. No one answers to the secure messages. I simply get an email saying give them up to 5 days to respond. My loan was just transferred to Citizens One and the account shows a late payment fee but I have not been late and didn't owe this fee before my account was transferred to Citizens One. Now I can't reach anyone about my loan to assist. I have tried their website and have been sitting on hold for upwards of an hour.
Company Response:
State: OH
Zip: 45011
Submitted Via: Web
Date Sent: 2020-03-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-03-16
Issue: Other transaction problem
Subissue:
Consumer Complaint: On XX/XX/2020, I sent {$500.00} through XXXX from my citizens bank account to my sons XXXX XXXX XXXX account, the funds left my citizens bank account but were never credited to my sons XXXX account. I contacted both banks on a conference call and was advised the payments failed, and would be returned to the citizens bank account within 14 business days. Today is XX/XX/2020 and the funds are still in limbo. I have called the supervisor working on the case for me from citizens bank he stated citizens bank has not responded to multiple requests regarding the funds which are no where to be found. Today I also spoke with a XXXX supervisor named XXXX ( Personnel number XXXX ) he stated that he could not give me an update on the case and that the back office will respond to citizens bank whenever they can, I advised the rep that it has been over a month since the issue, he stated the bank could not provide me with a credit. I CAN ONLY BE REACHED AT XXXX.
Company Response:
State: RI
Zip: 02907
Submitted Via: Web
Date Sent: 2020-03-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A