Date Received: 2019-06-27
Issue: Problem with a lender or other company charging your account
Subissue: Transaction was not authorized
Consumer Complaint: On, or about, XX/XX/2019, I took a taxi from XXXX to XXXX PA. Because I didn't have the funds in cash on me and the driver wanted cash, he held my card till we got to a rest stop on the NJTPK. Once there, the driver accompanied me to the ATM, where I withdrew XXXX $ for his services. He had apparently skimmed the card and afterwards charged me {$540.00}. I filed a complaint with Citizens Bank and they asked for more information to support my claim. The information would be the video from the ATM withdrawal, where the driver is seen accepting the cash. I can't get that video. The bank, without notice deducted the funds it had already re credited to my account. If the funds are refunded I will close the account and pursue other legal options.
Company Response:
State: PA
Zip: 19139
Submitted Via: Web
Date Sent: 2019-06-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-06-25
Issue: Trouble during payment process
Subissue:
Consumer Complaint: We closed on our VA mortgage in XXXX of XXXX. For background purposes, our mortgage servicer did not pay our taxes in XX/XX/XXXX nor did they pay them on XX/XX/XXXX. Prior to our paying of our taxes on XX/XX/XXXX, no agency paid our taxes. On XX/XX/XXXX of XXXX, we received a notice from our town tax collector that taxes were past due and that due date was XX/XX/XXXX. I immediately that same day paid those taxes and they were all the taxes that were due for our home. There were no back taxes paid or due, then or now. Next taxes due on the home will be in XX/XX/XXXX. No taxes are due until then. We submitted the receipts for the taxes that we paid to our mortgage servicing company to get a refund from our escrow account. After much struggle and a lot of disinformation from them, we finally received our money back. However, now the mortgage servicer is stating according to RESP regulations they must collect more escrow money to pay our taxes due in XXXX of XXXX. They state that due to a 3 % tax break being offered by our town they must pay it earlier than the due date. Again taxes are due on XXXX XX/XX/XXXX, not before, and this is the date we choose to pay them on. Although I asked for the RESP regulation they were basing their decision on, their representative could not provide it for me. So we researched it and found a RESP regulation that they may be referring to, 1024.17 ( d ) ( 2 ) ( 1 ) ( A ) to have us pay earlier than the due date. We feel they actually violated this same regulation by not complying with it and also 1024.17 ( c ) ( 2 ) were they did not produce an initial escrow analysis that they followed. Also, in the same regulation part K, we put in writing we do not want taxes paid in advance because we cant afford to pay them early. In fact paying them early increases our mortgage some {$140.00} which will jeopardize our ability to even pay the mortgage at this higher rate. So basically the mortgage servicer is now wanting to collect {$1300.00} in what they claim is escrow deficiency to save us roughly {$52.00}. So either they did not do an initial escrow analysis or they did and now in the second year of the mortgage want to change it completely around so as to do us harm. They also in our opinion are purposely dragging their feet so they can cause an escrow deficiency by paying our taxes early in XXXX of XXXX before we can hopefully get them stopped from doing so. There is no shortage if they pay on the due date of XX/XX/XXXX. So a deficiency is what we want to prevent. I am an XXXX XXXX Veteran and my spouse is on a fixed income. So in doing this it would jeopardizes our ability to pay our mortgage, ruining our excellent credit history and putting us out on the street in the process.
Company Response:
State: ME
Zip: 046XX
Submitted Via: Web
Date Sent: 2019-06-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-06-25
Issue: Trouble during payment process
Subissue:
Consumer Complaint: In XX/XX/XXXX, I called Franklin American Mortgage company to understand the removal process of PMI. The representative requested my pay {$2100.00} under principal to reach 20 % of my loan amount. I paid and requested amount to remove my PMI. The lender provided me a mail id and asked me to send a mail ( no procedures given ). I spoke to customer care couple of time and chat with them on XX/XX/XXXX. There is no proper response from the lender/CC to remove the PMI. I sent multiple mails to XXXX. No response. There is no direct number to discuss on this regards. For the past 3 months I have been paying my PMI even after reaching 20 %. Lender says it will take 2 monthly to get reply for the mail. The ticket I opened with the lender got closed. Federal should take corrective action to save barrower from this kind of issues.
Company Response:
State: GA
Zip: 30040
Submitted Via: Web
Date Sent: 2019-06-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-06-21
Issue: Opening an account
Subissue: Didn't receive terms that were advertised
Consumer Complaint: I opened a Citizens Bank Platinum checking account under a promotion on XX/XX/XXXX. The account was approved on XX/XX/XXXX. The promotional term is " Get {$400.00} to open a Platinum Checking account with a single direct deposit of {$1000.00} or more within 60 days of account opening ''. I click on the " open account '' link as provided on Citizens Bank website and no promotional code was required per the instructions. After 2 months of meeting the requirement, I still have not received the promotional offer and have paid {$100.00} in total monthly fee to keep the account active in order to get the promotion. I contacted customer service on XX/XX/XXXX and was told to send a secured email. After 6 email exchanges ( via the Bank 's secured email system ) and faxing of supporting documents and application screenshot, there was still not resolution while another {$25.00} account fee was charge on XX/XX/XXXX. I contacted customer service again on XX/XX/XXXX and after 25 minutes, I was told I need to enter a promotional code to be eligible for the offer. I mentioned to the customer service rep there was no promotional code at the time of account opening on XX/XX/XXXX per the attached screenshot but it was felt on deaf ears. This is simply an attempt by Citizens Bank to trick consumer into applying for an account with high monthly fees.
Company Response:
State: DE
Zip: 19709
Submitted Via: Web
Date Sent: 2019-06-24
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-06-19
Issue: Trouble during payment process
Subissue:
Consumer Complaint: CFPB Complaint Details : Weve had our primary mortgage on our property through Citizens Financial Group Inc./Franklin American Mortgage Company since XX/XX/XXXX. Our monthly payment includes principle and interest only, as we pay property taxes ( quarterly ) and homeowners insurance separately and have maintained an excellent payment history always paying in full and on time. Our property suffered significant damage from hurricane Irma in XX/XX/XXXX. We immediately filed a claim with XXXX XXXX to repair the damage, however after months of repeated inaction and misrepresentation by XXXX XXXX we acquired legal representation to assist with our claim. After denying the vast majority of our claim we filed a lawsuit against XXXX XXXX, whose representatives have been evasive, unhelpful and blatantly lied about the status of our coverage and for the past several months ( since late XX/XX/XXXX ) XXXX XXXX and their attorneys have become unresponsive to both our existing claim, as well as repeated requests for information and status of current coverage, so much so that our attorneys were forced to file to compel them to respond. Dealing with countless temporary and permanent repairs and mitigation required to prevent further damage has caused an incredible financial and emotional burden on our family, which brings me to my complaint concerning the Predatory and unfair lending practices that Citizens Financial Group Inc./Franklin American Mortgage Company suddenly and unexpectedly began engaging in by placing an exorbitantly priced and hazard insurance on our property, which could cause the financial issues for our family to go from difficult to catastrophic. Despite the financial burdens stemming from the claim issues weve had with XXXX XXXX ( our Home Insurance company ), we continued to made our normal mortgage payment of {$1900.00} on time every month with no issues, so we were shocked when we suddenly received notice in the 2nd week of XXXXl ( not sure of the exact day ) in the form of a letter detailing an escrow summary which revealed that Citizens Financial Group Inc./Franklin American Mortgage Company had placed an unauthorized forced insurance costing over {$9000.00} per 12 months, on our property, causing an escrow shortage on our loan and informing us that our next monthly mortgage payment, due XX/XX/XXXX ( less than 3 weeks ) would increase from {$1900.00} to {$3800.00}! We had no prior notification to this communication. No letters. No calls. Nothing. Attempts to Resolve : Since all communication with XXXX XXXX had been going through the attorneys handling our claim, I immediately contacted our attorneys to request they check on the status of our home insurance policy and spent a couple days unsuccessfully attempting to contact customer service for Citizens Financial Group Inc./Franklin American Mortgage Company via phone, only to be put on long holds and eventually be hung up simply trying to find out what was going on. After getting the expected lack of response from XXXX XXXX, I wasted no time and began the difficult process of trying to secure a new home insurance policy while still dealing with an open claim. Despite having to take off 2 days of work I was somehow able to find home insurance coverage through XXXX XXXX ( no relation to Citizens Financial Group Inc./Franklin American Mortgage /Citizens Bank ) and since the phone customer service was so unprofessional and difficult to reach and even more unhelpful in trying to resolve any issues, I submitted multiple e-mails ( including details and documentation ) from XX/XX/XXXX-XX/XX/XXXX, requesting Citizens Financial Group Inc./Franklin American Mortgage Company to have the hazard insurance and all associated billing/charges/payments removed from our policy, as we were never properly notified of these charges in addition to being unable to pay for any increase to our mortgage payment. Citizens Financial Group Inc./Franklin American Mortgage Company took days to respond and only then did so in e-mail, compounding the frustration and making achieving resolution even more difficult. The first response from XXXX XXXX, asked to wait for 5-7 days for a response, which came 3 days later on XX/XX/XXXX ( the day before our mortgage payment was due! ) stating they would only update our account once our new home insurance policy went live. Over the next couple weeks our family suffered the inconvenience and expense of rushing to schedule and pay for 2 new 4 point inspections ( inspection 1 : XX/XX/XXXX, inspection 2 : XX/XX/XXXX ) to secure our new home insurance and the finalized policy documents were e-mailed to Citizens Financial Group Inc./Franklin American Mortgage Company on XX/XX/XXXX. Approximately 2 weeks later we received notification from Citizens Financial Group Inc./Franklin American Mortgage Company via mail that the hazard policy would finally be removed, however our shortage was barely reduced and instead of our mortgage payment reverting back to the original amount, it remained nearly {$4000.00}! After our family did all we could, while experiencing little to no help from Citizens Financial Group Inc./Franklin American Mortgage Company , to resolve the issues related to the exorbitant hazard insurance including the unexpected and outrageously unfair and untenable increase to our monthly payment, I repeatedly called Citizens Financial Group Inc./Franklin American Mortgage Company customer service until I was finally able to get to supervisor XXXX XXXX on XX/XX/XXXX . I explained the extended financial burdens and communication difficulties our family had been dealing with since XX/XX/XXXX, regarding our open hurricane Irma claim with XXXX XXXX and the extreme jeopardy to our familys good credit and home ownership the forced place hazard insurance from Citizens Financial Group Inc./Franklin American Mortgage Company put on our family and as well as the illegal or unfair lending practices being engaged in by adding this coverage without sending the legally required notifications and notices. Timing of the Required Notices The servicer must send the first notice at least 45 days before purchasing a force-placed insurance policy. The servicer must then send a second noticea reminder noticeno earlier than 30 days after the first notice and at least 15 days before charging the borrower for force-placed insurance coverage. This notice must include the cost of the force-placed insurance or a reasonable estimate of the cost. ( 12 C.F.R. 1024.37 ). Supervisor XXXX XXXX, stated that 2 notices were sent out earlier, but she was curiously unable to immediately provide the dates or notices sent and said that I would receive copies of the previously sent notices within 24 hours. XXXX XXXX also assured me that shed have all charges removed completely and promised shed protect any damage to our credit by preventing any late or delinquent payments from being reported while we were working through resolving these issues, since it may take several days to receive some of the information and documentation needed from their insurance department. When XXXX XXXX, called back 24 hours later, as promised on XX/XX/XXXX, she still wasnt able to provide the supposed prior notices, but told me they would be mailed to me in the next couple days. She then reiterated that she was working on resolving our issues and after providing her phone and direct extension ( XXXX ext. XXXX ) to reach her directly with questions or concerns, she assured me that she would follow up with me in the next couple days with a resolution and not to worry. I never received any further contact or follow up from XXXX XXXX, or any other representative from Citizens Financial Group Inc./Franklin American Mortgage Company and after trying to reach Supervisor XXXX XXXX via her extension 5 or more times, I was unable to reach her directly and every request to be connected to her and to resolve our issues directly with Citizens Financial Group Inc./Franklin American Mortgage Company have failed , which is why we are now filing a complaint with the CFPB, as well as taking the following additional steps ; 1. Registering complaints with the XXXX XXXX XXXX. 2. Notifying the State Regulatory Board. 3. Notifying the Attorney General to Investigate Violations 4. Report Problems to HUD. ... 5. Filing a Complaint with the Federal Reserve. 6. Reporting possible Fraud/unfair or predatory lending practices to the FBI. In addition, as a XXXX XXXX and XXXX XXXX XXXX in gaining top and effective ranking on XXXX and other search engines, Ill be XXXX XXXX XXXX XXXX with updated XXXX XXXX to ensure star ratings and reviews are reflected in XXXX, where I plan on publishing the details and updates of our families experience with Citizens Financial Group Inc./Franklin American Mortgage Company and allowing other customers to express their own stories and experiences with Citizens Financial Group Inc./Franklin American Mortgage Company and publish ratings and reviews of their services that will be found on the 1st pages of the top bank, mortgage and loan related local searches across the country. I also plan on sending continuous communications detailing current and future issues and updates via e-mail and letter to the following list of Senior Leadership and Board of Directors of Citizens Financial Group Inc./Franklin American Mortgage Company ; Citizens Bank Leadership XXXX XXXX XXXX Chairman and Chief Executive Officer XXXX XXXX XXXX Vice Chairman and Chief Financial Officer XXXX XXXX XXXX Head of Business Services XXXX XXXX XXXX Vice Chairman, Consumer Banking XXXX XXXX President , Consumer Deposits and Lending XXXX XXXX XXXX General Counsel and Chief Legal Officer XXXX XXXX Chief Risk Officer XXXX XXXX Chief Marketing Officer and Head of Virtual Channels XXXX XXXX Chief Human Resources Officer XXXX XXXX XXXX Vice Chairman and Head of Commercial Banking XXXX XXXX Chief Information OfficerXXXX XXXX Head of Corporate Finance and Capital Markets Citizens Bank Board of Directors XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX . ( " XXXX '' ) XXXX XXXX XXXX. ( " XXXX '' ) XXXX XXXX XXXX. ( " XXXX '' ) XXXX XXXX XXXX XXXX XXXX XXXX XXXX ( Lead Director ) XXXX XXXX XXXX XXXX XXXX As I have repeatedly stated via e-mails and phone conversations over the past 2 months with representatives from Citizens Financial Group Inc./Franklin American Mortgage Company , our family has continued to faithfully pay our original monthly mortgage payment of {$1900.00}, in-full and on time, with the last payment processing on XX/XX/XXXX. Desired & Fair Resolution : Resolving our issues is simple and shouldve been done weeks ago. Since we never received the legally required notifications and notices before Citizens Financial Group Inc./Franklin American Mortgage Company forcibly placed hazard insurance on our policy, the fair resolution our family requires is for any and all past and future charges/billing associated with the hazard insurance policy be removed immediately and our escrow shortage be corrected. In addition, as good customers with a good payment history, who are still struggling to work through the open claim and lawsuit with our former insurance company ( XXXX XXXX ) and may be for many more months, if any form of insurance needs to be placed on our mortgage policy by Citizens Financial Group Inc./Franklin American Mortgage Company in the future, Id expect our mortgage company to treat our family with the decency and respect we deserve, by practicing fair and legal lending laws and procedures, as well as simple and decent customer service, by reaching out to us to modify our mortgage policy to an acceptable payment amount that we are able to afford without incurring more debt than we already have from repairs to recover from a disaster and required mitigation 's to protect our property from future damage.
Company Response:
State: FL
Zip: 32812
Submitted Via: Web
Date Sent: 2019-06-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-06-18
Issue: Closing an account
Subissue: Company closed your account
Consumer Complaint: I am a payee for a young lady from my church for her social security payments. We opened an account at the local bank and establishedeverything they asked for. After opening the account it was set up as direct deposit from social security. Everything was fine until we did not receive her XXXX check and it was of direct deposited. When we went to Social Security we found out that the bank closed the account without my knowledge of consent and transferred the money that was in the account to another account under another name. Can the bank do that and I was not there and close the account. Now we can not cash the XXXX check because the account is closed.
Company Response:
State: MA
Zip: 02119
Submitted Via: Web
Date Sent: 2019-06-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-06-17
Issue: Managing an account
Subissue: Deposits or withdrawals
Consumer Complaint: On Monday, XX/XX/2019 I went to the Citizen 's bank in XXXX, Massachusetts to consolidate a CD, a checking account, and a savings account into an estate account for my deceased ( XX/XX/2019 ) client. I am an XXXX and a successor trustee named in the deceased 's Trust. The bank is telling me I am " not on the bank 's owner of record as a successor trustee '' therefor I can not access any funds now! I have made several deposits and written many checks from the checking account for months, up to XX/XX/2019. My client had XXXX for over one year prior to her death. I know the bank is wrong as I have administered many trusts as a successor trustee and never had a problem before. I showed a death certificate, an IRS form showing an EIN, and the Trust which the bank had a copy of, and bank statements. The person I spoke with had no business card and would not give me his name, " I'm from another branch. ".
Company Response:
State: MA
Zip: 025XX
Submitted Via: Web
Date Sent: 2019-06-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-06-17
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: My student loan was paid in full with some overpayment. The bank has not returned overpayment in nearly seven weeks. They also miscalculated the overpayment amount bt {$40.00}.
Company Response:
State: CT
Zip: 061XX
Submitted Via: Web
Date Sent: 2019-06-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-06-17
Issue: Opening an account
Subissue: Didn't receive terms that were advertised
Consumer Complaint: I opened my bank account with Citizens Bank around XX/XX/XXXX. I signed up using a promotional offer that made me eligible for {$450.00} bonus after successful direct deposits ( I have a screenshot of the offer ) I then finished my direct deposit requirement and called the bank around the end of XXXX. The agent verified that I have successfully completed the requirements for the bonus and I will receive it automatically in 90 days. I called the bank again around XXXX and they said bonus will post around XXXX end. When I finally called in XXXX they refused the bonus citing some bogus technical reasons. I have a screenshot of the offer with the link I used to open my account. Despite making repeated calls and even in-person visit to the branch they are just delaying the issue and have failed to provide any reasonable explanation for last 20 days. Here is my complaint number registered with citizens bank : XXXX Any help regarding this will be appreciated. Thanks
Company Response:
State: PA
Zip: 15217
Submitted Via: Web
Date Sent: 2019-06-17
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-06-17
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I have a mortgage with Franklin American. They raised my mortgage payment XXXX $ a month because they miscalculated my taxes and escrow account after paying on time for a year. They have refused to take partial payments or full payments. I have been trying to work with them and pay what is owed and they are being unreasonable. My most recent of many interactions was on the phone with XXXX XXXX ( XXXX ) on XX/XX/XXXX. I was told that the reinstatement amt was XXXX $ and had to arrive by XX/XX/XXXX. A bank check for that amt was sent to XXXX XXXX XXXX. XXXX NJ XXXX ( the address that I was given ) on XX/XX/XXXX. I have received the bank check back and was told the it was not enough money. There is a stamp on the check for XX/XX/XXXX that was not from the bank or me. Now they are telling me that I have to pay their attorneys fees on top of the other fees that I owe which are over 1500 . I now have a mortgage of XXXX $ a month from XXXX $ a month. I am a single mother of XXXX young children. I would have NEVER signed a mortgage for that amount as I can not afford that. I have actually spoken to a few people that have bought houses in XXXX and this has happened to all of them. Every person that I have talked to has had their mortgage go up by at least 400 $ for the same exact reason. Why are Mortgage companies putting people in homes that they can not afford again. Franklin American has refused to work with me every time I have tried. They have not accepted any payment that I have attempted to make. They just want my house back. It is disgusting. I am a XXXX XXXX XXXX XXXX. If I gave patient care the way they run that financial institution patients would XXXX every day. I am responsible for knowing my job and treating people appropriately. They should also be responsible for their mistakes. Most of the Communications were by phone as they told me they do not email communication. They did initially tell me that they would email me and that never happened. When I called back to ask the next agent told me they do not do email communication.
Company Response:
State: FL
Zip: 32806
Submitted Via: Web
Date Sent: 2019-06-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A