Date Received: 2019-12-02
Issue: Trouble during payment process
Subissue:
Consumer Complaint: On or about XX/XX/XXXX, I called Citizens One Home Loans to inquire as to why my home loan was still being charged Private Mortgage Insurance as the balance as of XX/XX/XXXX was {$580000.00}. When my current home loan was consummated in early XXXX, the appraised value of my property was {$750000.00}. My loan-to-value as of XX/XX/XXXX is approximately 77.6 %. I received a voicemail from a XXXX in Citizens One Home Loans PMI Team who is requiring documentation indicating that there has been no decline in home value. This request appears to be in violation of the Homeowners Protection Act of 1998 's Termination of Private Mortgage Insurance ( 12 US 4902 ) provisions. I have not been late with a mortgage loan payment since the loan was consummated in early XXXX.
Company Response:
State: DC
Zip: 20002
Submitted Via: Web
Date Sent: 2019-12-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-12-02
Issue: Managing an account
Subissue: Problem making or receiving payments
Consumer Complaint: On XX/XX/2019, I initiated a transfer via XXXX from my Citizen 's bank account in the amount of {$610.00} to my XXXX XXXX XXXX Checking account. I received confirmation that the amount was sent and I accessed my XXXX account a few minutes later when I didn't receive a confirmation email from either bank. The funds were not in my XXXX account so I checked my Citizen 's bank account again and on the activity page it showed that the payment failed. The funds were not back in my account. I contacted Citizens Bank concerning the matter and they advised me that XXXX denied the funds and when they receive them back they will credit it back to my account. Since then I have been sent back and forth between XXXX and Citizens bank to different departments and I still do not have my money back in my account. Each bank blames the other and now I have no funds to go to work or my weekly physical therapy appointment. This has been a nightmare and neither institution seems to care or know where my money is. This is the 1st day that I have missed from this situation and I will not be getting paid for this missed day.
Company Response:
State: OH
Zip: 441XX
Submitted Via: Web
Date Sent: 2019-12-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-11-28
Issue: Managing an account
Subissue: Fee problem
Consumer Complaint: I have a checking account at Citizens Bank and feel that they intentionally hide their fees and when asked ( multiple times ) simply refuse to answer. I asked Citizens Bank Customer Service a few times if there would be a Citizens Bank fee assessed by Citizens Bank for a withdrawal initiated from another bank ( ACH ) and I was given vague answers and boilerplate copy paste non-answers. Finally Citizens Bank Customer Service responded today as pasted below : " Dear XXXX, Thank you for your email regarding External transfers. If the external transfer is initiated from another financial institutions website we are unable to determine if there will be a fee from our end. If you have any further questions or concerns, please contact us via email or by calling our 24-hour Online Banking Department at XXXX XXXX. We value you as a customer and appreciate your business. Thank you for choosing Citizens Bank. Sincerely, XXXX XXXX. Email Team Advocate '' I believe a bank must be upfront about their fees and that if the " can not determine if there will be a fee on their end '' they should not be in the banking business. Thank you
Company Response:
State: NY
Zip: 10977
Submitted Via: Web
Date Sent: 2019-11-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-11-26
Issue: Trouble during payment process
Subissue:
Consumer Complaint: On XXXX/XXXX/19, we received a letter that our taxes were going up from {$5500.00} total to over $ 9,000/year. On the escrow statement, it appears they added the {$5500.00} from XXXX 2019 statement which included school and property taxes to the school taxes they just paid in XXXX, which were {$3800.00}. We bought the house in XXXX. I called the XXXX XXXX XXXX XXXX on XXXX/XXXX/19 and confirmed that my taxes are only supposed to be {$1300.00} for property and {$3800.00} for school. I then called Citizens One on that same day telling them of this, and also offering the contact information for the woman at the assessors office and they said theyd have an answer for me as to what happened by XXXX/XXXX/19. I followed up with Citizens One on XXXX/XXXXXXXX19 and they still did not have an answer. I explained that they are adding school twice to my bill and they said they cant confirm until they new property bills come out. I also then asked why I my escrow has a balance of over {$7000.00} when they just paid school of {$3800.00} and they said they use it as a cushion. My taxes should only be about {$5500.00} a year so to have a {$7000.00} balance after the {$3800.00} paid for school is absolutely absurd. And then to tell us we have to pay {$500.00} more per month on top of that because theyre reading the tax statements wrong is beyond me. I followed up again today, XXXX/XXXX/19, the day they said they would have an answer by, and there is still no answer. I need the escrow account taken care or immediately as my payment is due XXXXXXXX19.
Company Response:
State: NY
Zip: 12020
Submitted Via: Web
Date Sent: 2019-11-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-11-22
Issue: Closing an account
Subissue: Can't close your account
Consumer Complaint: On XX/XX/2019 A Home Equity Line of Credit with Citizen 's Bank was paid off in full via ACH from XXXX XXXX. Bank statements show this transaction being completed and credited to my account on XX/XX/2019. On XX/XX/2019 a " preauthorized '' debit for the monthly payment of about {$350.00} was debited from the checking account with balance of about {$79.00} resulting in an overdraft. This payment should not have been processed by Citizens due to the XX/XX/XXXX payment in full. Citizens refuses to reverse the double charge to the account, refuses to refund the {$79.00} and refuses to close the accounts as of a phone call on XX/XX/2019. It appears Citizens ignores payments that XXXX out balances, pre-authorizes debits well in advance of payment date and without any procedure for cancellation by the consumer. Further, their policies are designed to maximize fee income by refusing to close accounts.
Company Response:
State: MA
Zip: 02474
Submitted Via: Web
Date Sent: 2019-11-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-11-22
Issue: Problem when making payments
Subissue:
Consumer Complaint: I submitted my monthly payment on XX/XX/XXXX and used my bank account information for the payment. On XX/XX/XXXX my payment got rejected for an unknown reason. when I contacted the customer service on XXXX the person told me that my bank account rejected my payment. I call my bank right after that call and the representative from my XXXX XXXX XXXX bank confirmed that no transection was submitted from citizen bank. Then I tried multiple times to make payments online and for an unknown reason, the citizen bank online service blocked my XXXX XXXX XXXX checking account numbers. I called again on XX/XX/XXXX and after explaining the details the representative submitted my payment again. The payment amount is XXXX
Company Response:
State: MI
Zip: 48093
Submitted Via: Web
Date Sent: 2019-11-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-11-20
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: In XXXX of 2019 XXXX XXXX XX/XX/XXXX apparently sold my account to CitizensOne Home Loans. I was not given forwarning of this transaction. I was notified after the " sale '' had been completed. I " attempted '' to make my regularly scheduled payment. Apparently the payment was not processed properly. Almost immediately I began to receive written and phone notifications that I was delinquent on my account. I made several attempts to make phone contact with CitizensOne only to be placed.on automated holdnfor up to 30 minutes before terminated each call. I made attempts to make payment through the web application portal the company claims to provide only to be notified that while I am in default or delinquent I may not use this portal. This to me is refusal of payment. During a phone call that was actually answered I was informed I had to give financial information over the phone in order to clear up the issue. This is not only an unsafe practice but no reputable company makes this demand. On XX/XX/2019 I was able to make contact by phone. I spoke with a company employee named XXXX. XXXX advised that I could ignore the written threats of foreclosure I had received as they were not serious in nature. I advised XXXX that I take the written threats seriously and was actively seeking legal counsel. I advised XXXX that I would be more than willing to make larger monthly payments until this issue could be rectified. This proposal was rejected. I was advised to make a payment of the alleged arrears in full. Again I was advised that I needed to do so by giving financial information over the phone. XXXX advised that the issue of the unprocessed payment in XXXX was not something that could be rectified other than for me to make the account current by payment in full. I made the regularity scheduled XXXX payment by cashier 's check mailed to the processing center via the payment stub provided by CitizensOne. XXXX advised that this was a bad idea. On XX/XX/2019 I made a payment to bring the account into " Compliance '' through the web application portal. On XX/XX/XXXX I received a packet in the mail with information for debtors in default. I also recieved another letter advising I am in default and threatening foreclosure. I find the actions of CitizensOne questionable at best and suspect that one or more of their business practices could constitute fraud. I would request this agency to begin an audit into the business practices of CitizensOne Home Loans.
Company Response:
State: MS
Zip: 395XX
Submitted Via: Web
Date Sent: 2019-11-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-11-18
Issue: Trouble during payment process
Subissue:
Consumer Complaint: During a property claim due to a hail storm Citizen Home Mortgage held onto funds paid by the insurance company for a very long time. I needed that money to pay contractors to make fixes that were approved by the insurance company. Citizen One Home Loans kept funds in an escrow account and delayed paying the insurance money. Due to this I had to float some of the reconstruction cost out of my own pocket. I believe the Mortgage Company does this to increase their float at my expense.
Company Response:
State: NE
Zip: 681XX
Submitted Via: Web
Date Sent: 2019-11-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-11-15
Issue: Communication tactics
Subissue: Frequent or repeated calls
Consumer Complaint: I have entered into a debt reduction program. Citizens Bank and XXXX XXXX is calling non-stop ( 8-10 ) times each per day on my cell phone ( XXXX ), my work line ( XXXX ) and now my son 's cell line ( XXXX ). This is addition to the emails, texts and mail notifications.
Company Response:
State: MD
Zip: 21224
Submitted Via: Web
Date Sent: 2019-11-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-11-15
Issue: Problem when making payments
Subissue: Problem during payment process
Consumer Complaint: I walked into Citizens Bank on XX/XX/2019 at XXXX hrs and paid my credit card bill in full with the teller. XX/XX/XXXX I logged into my account and they charged me a {$28.00} late fee!
Company Response:
State: PA
Zip: 194XX
Submitted Via: Web
Date Sent: 2019-11-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A