Date Received: 2019-08-16
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My mortgage was serviced by XXXX XXXX. In XXXX of XXXX, as I qualified to have my private mortgage insurance removed, I requested its removal. After several attempts to have my request reviewed an appraiser selected by XXXX was sent to my property. The appraised value and the substantial improvements I had made would have allowed the pmi to be removed. The improvements are noted in the appraisal. I received a letter stating that XXXX XXXX was transferring the servicing of my account to Citizens One Home Loans. I then received another letter from XXXX which miscalculated the "current value" as expressed on the appraisal and substituted my initial loan amount. In a call to XXXX, they stated that Citizen One would have all of the information and that I should continue my efforts with Citizen One. Citizen One then stated that the file was being transferred and to give it some time to have it transferred. I called again. I did allow the matter to drop for sometime, as I run a small business. I called Citizen One several months later and they told me there was no information regarding my request. In XXXX of XXXX, I mailed a letter requesting my pmi be removed. I received no response. In early XXXX, I wrote a letter stating that I would complain if this was not handled. I received a letter basically starting all over and Citizens claiming that they had no information regarding the previous request. Citizens requested an additional $XXXX for a broker price opinion of my property value. I sent them the appraisal that was ordered by XXXX, and asked why should I have to pay for an additional valuation when I qualified to begin with. In a letter from Citizens One dated XXXX XXXX, "we have conducted an investigation and concluded that no error(s) occurred." They also sent a letter stating the minimum current value must be greater than $436,677.88. The appraisal was for $XXXX!!! I have qualified, I am qualified, yet I pay my pmi each month. (I have added dates and additional info in the history attached.)
Company Response:
State: NV
Zip: 89102
Submitted Via: Web
Date Sent: 2019-08-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-08-15
Issue: Problem with a lender or other company charging your account
Subissue: Transaction was not authorized
Consumer Complaint: My name is XXXX XXXX XXXX and aim a XXXX. I moved from XXXX XXXX to XXXX in the early XX/XX/XXXX. Later that year, i meet a guy by the name of XXXX XXXX. XXXX was a inspiring XXXX that wanted to get into the music industry. He's been rapping at an early age. When i meet him he was about XXXX. He mentioned that he knows the music industry very well and have major connect with big names in XXXX. He mentioned, he has two music promotion companies, beside just rapping. His promotion company promote artist work, which the artist pay for. He mentioned that, i should invested money in his talent and that we can take it to XXXX to get a major record deal. The music industry was something that i was passionate about, since i was young. The idea felt interesting. We later flew to LA and he introduced me to one of his major connect in XXXX name XXXX XXXX. XXXX mentioned that he's a major player in the music industry. XXXX showed me pictures and videos of him and every artist that you can think of. I seen him with pictures with XXXX, XXXX XXXX XXXX XXXX , XXXX XXXX , XXXX XXXX . I believed him. He mentioned that he can develop XXXX to a major artist and get him sign to XXXX XXXX XXXX for {>= $1,000,000}. He mentioned he can develop XXXX and another artist name XXXX XXXX to major artist caliber and get them sign for {>= $1,000,000}. A few months on another trip to LA, XXXX brought us to meet XXXX XXXX at XXXX XXXX XXXX office. XXXX was the XXXX XXXX XXXX at XXXX XXXX XXXX. XXXX, confirm to what XXXX was telling me. XXXX and XXXX mentioned i had to invest {$150000.00} to develop these two artist. They mentioned each artist will cost {$75000.00} each to develop. A few months, i agree to make the deal. I gave XXXX and XXXX access to my business account. The access was for up to {$150000.00}. These guys went swimming in my hard earn money. They went to exclusive star studded parties, driving around foreign cars, eating at the finest restaurant, wearing clothes and jewelry brand, i can't even pronounce. They scam me out of over {>= $1,000,000} from XXXX. The worst part is clowning me and torturing my family and i. I'm left with nothing. I lost my business, house and wife.
Company Response:
State: CA
Zip: 90404
Submitted Via: Web
Date Sent: 2019-08-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-08-15
Issue: Problem with a lender or other company charging your account
Subissue: Transaction was not authorized
Consumer Complaint: My name is XXXX XXXX XXXX and aim a XXXX. I moved from XXXX XXXX to XXXX in the early XX/XX/XXXX. Later that year, i meet a guy by the name of XXXX XXXX. XXXX was a inspiring XXXX that wanted to get into the music industry. He's been rapping at an early age. When i meet him he was about XXXX. He mentioned that he knows the music industry very well and have major connect with big names in XXXX. He mentioned, he has two music promotion companies, beside just rapping. His promotion company promote artist work, which the artist pay for. He mentioned that, i should invested money in his talent and that we can take it to XXXX to get a major record deal. The music industry was something that i was passionate about, since i was young. The idea felt interesting. We later flew to XXXX and he introduced me to one of his major connect in XXXX name XXXX XXXX. XXXX mentioned that he's a major player in the music industry. XXXX showed me pictures and videos of him and every artist that you can think of. I seen him with pictures with XXXX, XXXX XXXX, XXXX XXXX , XXXX XXXX , XXXX XXXX . I believed him. He mentioned that he can develop XXXX to a major artist and get him sign to XXXX XXXX XXXX for {>= $1,000,000}. He mentioned he can develop XXXX and another artist name XXXX XXXX to major artist caliber and get them sign for {>= $1,000,000}. A few months on another trip to XXXX, XXXX brought us to meet XXXX XXXX at XXXX XXXX XXXX office. XXXX was the XXXX XXXX XXXX at XXXX XXXX XXXX. XXXX, confirm to what XXXX was telling me. XXXX and XXXX mentioned i had to invest {$150000.00} to develop these two artist. They mentioned each XXXX will cost {$75000.00} each to develop. A few months, i agree to make the deal. I gave XXXX and XXXX access to my business account. The access was for up to {$150000.00}. These guys went swimming in my hard earn money. They went to exclusive star studded parties, driving around foreign cars, eating at the finest restaurant, wearing clothes and jewelry brand, i can't even pronounce. They scam me out of over {>= $1,000,000} from XXXX. The worst part is clowning me and torturing my family and i. I'm left with nothing. I lost my business, house and wife.
Company Response:
State: CA
Zip: 90404
Submitted Via: Web
Date Sent: 2019-08-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-08-15
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: I made an online purchase from XXXX. Never received the items and was charged {$160.00}. Contacted the company via phone and email with no response over a dozen times. Went to my bank, Citizens to dispute the charge. Received a letter from Citizens that there was nothing they could do because too much time has passed. Im only XXXX and thats a lot of money to me.
Company Response:
State: PA
Zip: 15205
Submitted Via: Web
Date Sent: 2019-08-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-08-07
Issue: Managing the loan or lease
Subissue: Billing problem
Consumer Complaint: Hello, On XX/XX/XXXX a auto deduct in the amount of XXXX was withdrawn from my XXXX checking account by citizens one auto loan. At the time i was in the process of moving and among all the hectic planning i forgot auto pay was set up and called on the XXXX of XXXX and submitted a debit payment to citizens one auto in the amount of XXXX. After realizing what i had done, in XXXX i called my bank XXXX key bank ) and they reversed the debit payment from XX/XX/XXXX and the funds went back into my account. XX/XX/XXXX the payment for XXXX was automatically deducted and i was all caught up. Or at least i thought. In XXXX i got a phone call saying that my account was a month behind. XX/XX/19 i faxed over 36 pages from XX/XX/19 to XX/XX/19 of ongoing bank transactions showing all my payments are up to date and they have yet to correct this error. I have called multiple times only to get their response that their " research team '' is still reviewing it. My main concern is the impact this will have on my credit score. I thought that the bank statements were pretty black and white but i guess not. I would greatly appreciate any help you can provide.
Company Response:
State: NY
Zip: 140XX
Submitted Via: Web
Date Sent: 2019-08-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-08-14
Issue: Attempts to collect debt not owed
Subissue: Debt was result of identity theft
Consumer Complaint: On XX/XX/XXXX I received a phone call from a debt collector XXXX XXXX XXXX XXXX XXXX XXXX. They were attempting to collect a debt for {$390.00} from Citizen 's Bank. In XX/XX/XXXX I filed 2 fraud claims with Citizen 's Bank. As of XX/XX/XXXX, the investigation is still in progress. Despite the long length of time it has taken to complete the investigation, Citizen 's Bank assured me that they would not send my account into collections. However, this was clearly not the case, and it was sent to collections anyway. I am filing a complaint not only because of the false information I was given, but also the WRONG AMOUNT of the debt. XXXX is attempting to collect a debt for {$390.00}, however, the original fradulent check was cashed in the amount of {$390.00}. Despite trying to get a straight answer from both XXXX XXXX and Citizen 's Bank Recovery Department, neither one of them could explain the difference between the two amounts. I would like to request an explanation for the discrepancy as well as a timeline as to when the fraud claims will be resolved so that I can be cleared of all involvement with XXXX and Citizen 's Bank.
Company Response:
State: DE
Zip: 19805
Submitted Via: Web
Date Sent: 2019-08-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-08-12
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: On XX/XX/2019 I received a document, ( issuing date XX/XX/2019 ) from Citizens One XXXX XXXX a subsidiary of Citizens Bank, XXXX entitled " Closing Disclosure '' that was labeled " This form is a statement of final loan terms and closing costs. '' which I interpreted to be the end of all formal requests ( or changes connected ) with the loan my wife and I had applied for. I called the local sales manager, XXXX XXXX, and asked for clarification regarding the amount of the Cashier 's Check that should be obtained and bring to closing. He advised that the check should be in the amount stated in the Closing Document I received, the amount of {$47000.00}. I had such a check cut ( see attachment ) on Monday at approx. XXXX XXXX on XX/XX/2019. My wife XXXX called me later in the morning of XX/XX/2019 and advised me that she was informed by Ms. XXXX, Mr. XXXX 's assistant, that the amount on the Closing Disclosure I had in my possession was in error. Repeat : the amount that I had confirmed with the manager, Mr. XXXX, was in error and did not jibe with what his assistant, Ms. XXXX, claimed it should be. XXXX XXXX contended that the now correct amount was {$48000.00}. At approx. XXXX XXXX XXXX on XX/XX/2019 I received a piece of mail from Citizens One ( Rhode Island office ) with exactly the same document I had received from them on XX/XX/2019 and it is so enclosed. That document that I opened on this date contained the same information without a wit of difference. Period. When does a statement of " final loan terms and closing costs mean '' what it declares? What rules is this bank trying to play by? The Closing Disclosure received on XX/XX/2019 was precisely ( repeat precisely ) the same Closing Disclosure I received on XX/XX/2019 ; it had precisely the same information, and apparently the same mistakes.
Company Response:
State: NC
Zip: 27106
Submitted Via: Web
Date Sent: 2019-08-14
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-08-10
Issue: Closing an account
Subissue: Can't close your account
Consumer Complaint: I closed my Citizens Bank account on XX/XX/2019. However, I just received notice from Citizens bank that they reopened my account ( without my authorization ), and processed two unauthorized debits ( {$16.00} to XXXX and {$14.00} to XXXX XXXX ) plus charged me an overdraft fee of {$35.00} for each. The total they are charging me on my closed account is {$130.00}! Note : The issue of the automated {$16.00} per month to XXXX, arranged by my wife who passed away in early XXXX, 2019, has already been reported to the CFPB separately. As for the {$14.00} to XXXX XXXX, my plan was cancelled as of XX/XX/2019, due to my moving out of state to CO. So, no debit should have been authorized, Besides, I no longer have an account with Citizens Bank! Please see my earlier complaint for more information so you can understand the history behind this and all the attempts I have made the past fews months to get issues with Citizens Bank resolved. These people have been impossible to deal with, no regard for me as a customer, let alone a Veteran and retired senior citizen.
Company Response:
State: CO
Zip: 80109
Submitted Via: Web
Date Sent: 2019-08-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-08-08
Issue: Problem when making payments
Subissue:
Consumer Complaint: I have a Home Equity Line of Credit with Citizensbank. Prior to XX/XX/2019, I was able to transfer funds from the HELOC to my checking account at Citizensbank as needed and transfer funds back to HELOC to pay down the principal at any time. The interest payments on my HELOC are auto-debited from my checking account on the XXXX of every month. On XX/XX/XXXX ( 23 days prior to my interest payment of {$71.00} being due ), there was only one online option to transfer funds to HELOC when transferred funds to bring my outstanding balance outstanding to XXXX. My account online reflected this. On XX/XX/XXXX, while online, I noticed that my HELOC showed a balance of the amount of the interest outstanding ( interest that was still not due until the XXXX of the month ). I called the bank and they indicated that 1 ) they had changed the online interface and any payment will be applied to any outstanding interest first - then principal and 2 ) the only way to have a payment applied to Principal only was to call the bank. I was never notified of this change by the bank. This is deceptive and predatory tactic by Citizensbank - as interest calculations on these accounts are based on daily balances - so this change ensures that the bank essentially earns interest on interest that they have received earlier than it is due! Please help! This is wrong!
Company Response:
State: MA
Zip: 02138
Submitted Via: Web
Date Sent: 2019-08-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-08-08
Issue: Managing an account
Subissue: Fee problem
Consumer Complaint: Citizens bank in XXXX XXXX also known as Citizens Financial Group has issued with platinum and platinum plus checking accounts. Platinum checking accounts require a {$25.00} k relationship balance. When accounts are opened at the branch the accounts are rarely linked properly. Some customers have been assessed fees since 2016. The bank knows this and has done nothing about this. The same issue happened previously with circle gold accounts and the bank had to issue reinbursements. This needs to stop and Citizens needs to be held accountable.
Company Response:
State: PA
Zip: 191XX
Submitted Via: Web
Date Sent: 2019-08-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A