Date Received: 2019-03-07
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I was a bit behind on my mortgage, when I went to the website to pay the amount past due it only gave me the option to make two or three payments, not the monthly regular amount. So I sent a check instead filled out with account number and all the particulars, but they never cashed it. I sent several emails using the secure messaging on their website, the response to my email was simply " Our website requires the total amount due to be paid when submitting a payment. Since your loan is not current at this time, please contact our Consumer Counseling Department directly at XXXX Monday through Friday between XXXX to XXXX XXXX XXXX XXXX to discuss possible payment arrangements ''. A week went by and the check was still not cashed. Then on a Saturday there was a man outside my house taking pictures. When confronted, he said " your mortgage company has been trying to contact you, and I am supposed to give you this letter ''. It was just a payment demand letter. But I just paid! My message back to them is as follows : " You will not correspond with me electronically. You have not cashed my check. You've sent someone to my home to intimidate me. This is egregious. '' They escalated my complaint. In the interim I have sent another check and that check has also not been cashed. What possible reason would they have not to process payments? I'm nowhere near foreclosure, I don't understand why they did this.
Company Response:
State: NY
Zip: 115XX
Submitted Via: Web
Date Sent: 2019-03-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-03-04
Issue: Trouble during payment process
Subissue:
Consumer Complaint: We have a credit on our escrow account in the amount of {$3000.00}. Our lender, XXXX XXXX Mortgage, claims to have mailed this to us but refuses to provide any proof and refuses to let me speak with a supervisor. I have spoken with them on XX/XX/XXXX, XX/XX/XXXX and XX/XX/XXXX. They claim to have mailed 2 checks : {$990.00} on XX/XX/XXXX. Not received as of XX/XX/XXXX. {$2000.00} ( check # XXXX ) in XX/XX/XXXX. Not received. They claim it was cashed but refuse to provide any proof. I have no record of the deposit.
Company Response:
State: CA
Zip: 92129
Submitted Via: Web
Date Sent: 2019-03-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-03-04
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Summary : Our mortgage company 's property loss division is refusing to release funds to us following the completion of repairs on our home that was damaged during Hurricane Florence. The mortgage company, XXXX XXXX XXXX, utilizes XXXX to handle their loan servicing, and the customer service we have received thus far has been unacceptable. They do not communicate important information and you can not speak with any management there directly unless they call you. On or about XX/XX/XXXX we reported storm damage to our home resulting from Hurricane Florence to our insurer ( XXXX ) and our mortgage company ( XXXX XXXX ). An adjuster was sent out shortly thereafter and a report was made that resulted in the issuance of a check in early XX/XX/XXXX for {$24000.00} to begin repairs. The check was taken to an office of XXXX XXXX to be endorsed so we could deposit the funds. When we returned to the home after the evacuation, we discovered additional damage not noted by the adjuster. We worked with a storm mitigation company, XXXXXXXX XXXX XXXXXXXX XXXX XXXX of XXXX, FL, to demolish and clean the storm damaged portions of our home. This required the removal of significant drywall, insulation, and flooring. The insurer paid XXXXXXXX XXXX XXXX {$27000.00} directly in XX/XX/XXXX. On XX/XX/XXXX, the insurer also paid {$13000.00} to us directly for flooring repairs and another check that was sent to XXXX XXXX for endorsement. It too was endorsed and returned to us for deposit. On or about XX/XX/XXXX, we submitted our final settlement request to our insurer to cover the remaining damage. At this time, we were about 90 % complete so we sent a request to XXXX XXXX to schedule an inspection. Our request was canceled but no one called us to explain why nor to even notify us of the cancellation. We contacted XXXX on or about XX/XX/XXXX to inquire about the inspection and the agent was unable to explain what happened. However, we learned that XXXX now wanted significantly more documentation and agreements to be signed before they would process our claim. We submitted additional documentation at that time that explained the basis for the entire claim amount ( {$84000.00} after deductible in total ) and put in a second inspection request at that time which also inexplicably was cancelled. In early XXXX, I spoke with another agent and requested that I receive a call from a manager. Two days later, a XXXX manager, XXXX XXXX, contacted me and explained that they needed additional information from us. We identified what should be provided by the insurance company and I contacted our adjuster who forwarded the letter on the same day ( XX/XX/XXXX ). This was submitted to XXXX at their web site. Shortly thereafter, XXXX informed me that the information was not what they needed and they wanted additional information. XXXX contacted the insurance company adjuster directly to speak with them. The insurance company again forwarded the requested information. Our insurance agent also contacted XXXX on our behalf to get this matter resolved. On or about XX/XX/XXXX, I submitted a third request to XXXX for an inspection. At this point we are essentially 100 % completed on our repairs. This too was canceled without notice or explanation. Today, XX/XX/XXXX, I contacted the mortgage company and spoke to XXXX regarding this matter. She tried to help me but said she needed to get a letter from the insurance company regarding the basis for two of the payments ( {$13000.00} and {$19000.00} checks ). She called and spoke to XXXX at my insurer and said that they would be sending a letter today and that it would take 24-48 hours before it would be available for review on XXXX system. At this point, I dont have confidence that this will result in an inspection being scheduled. My understanding is that under the law, the mortgage company can not retain funds once the insured property has achieved 100 % completion of repairs. I do not understand how XXXX can continue to engage in these practices.
Company Response:
State: NC
Zip: 28546
Submitted Via: Web
Date Sent: 2019-03-08
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-03-03
Issue: Opening an account
Subissue: Didn't receive terms that were advertised
Consumer Complaint: Opened Platinum checking account on XX/XX/XXXX and was to receive a {$400.00} bonus within 90 days of making a {$1000.00} direct deposit. ( Application ID : XXXX ) Citizens bank responded to my inquiry on XX/XX/XXXX as follows : " The bonus is paid out on our promotions 90 days from the date that the requirements of the promotion are met. Your account had a direct deposit of at least {$1000.00} which posted on XX/XX/XXXX. Therefore it is too early for the bonus to post. Please allow the appropriate time frame. '' 90 days would have been XX/XX/XXXX. As of XX/XX/XXXX, the bonus has not yet posted but a service charge of {$25.00} posted.
Company Response:
State: NJ
Zip: 085XX
Submitted Via: Web
Date Sent: 2019-03-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-03-02
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I am the owner of an HELOC with Citizen 's Bank. On my XX/XX/XXXX Statement, there was a variance of {$380.00} from my " Previous Total Balance '' to my " New Total Balance ''. I wrote to the company at the address provided for " Correspondence, Error Resolution & Information Requests ''. No one wrote back to me. On XX/XX/XXXX, I called the customer Service line - as the " error '' was no carrying over for the fourth statement in a row ( XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX & now XX/XX/XXXX ). When I spoke with the representative I was told that the variance was comprised of {$350.00} " Prepayment Penalty Fee '' and a {$34.00} " recording fee ''. At that on the XX/XX/XXXX statement I would now see that the statement wording had now been changed from " Total New Balance '' to " New Payoff Balance ''. While I was able to confirm that there is a {$350.00} prepayment penalty in my loan documents, but I am concerned that I am now paying interest on the an correct principle amount. The documents are not clean and easy to understand. Additionally, XXXX XXXX customers ( I am assuming I am not the only one ) were not alerted in writing when this " change '' occurred on their statement. It did not sound like this was the first time that the customer service rep was answering this type of question. I was also not provide with any proof as to why I am paying a {$34.00} " recording fee '' for something that hasn't happened. Also, I can not find a reference to the {$34.00} recording fee in my loan documents. Thank you.
Company Response:
State: NY
Zip: 10301
Submitted Via: Web
Date Sent: 2019-03-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-03-01
Issue: Managing an account
Subissue: Cashing a check
Consumer Complaint: It has been 6 weeks, and I am still waiting for any answers and reimbursement for fraudulent checks that were cashed using my checking account at Citizen 's Bank. I believe I should have at least received a full interim credit ( provisional credit ) within 5 days of my claim, pending the outcome. I did not. I believe this is in violation with banking laws. I also believe the bank is in violation of the Fair Collection Practice, as collection practices are illegal while there is an open claim. Here is a full account of what happened. Documentation is also provided. A fraudulent check was cashed XX/XX/19 using my checking about information. This brought my account to {$0.00}. I immediately filed Claim # 1 to report fraud and closed the account to prevent it from happening again. A week later on XX/XX/19, another fraudulent check was cashed using the SAME bank account that was supposedly closed, bringing my account now negative hundreds of $ $ . I immediately filed Claim # 2 to report the fraud and ask how this was possible even though the account had been closed? The banks repression was that the account had not yet been purged from the system, and they would put it in a credit only status on it to prevent it from happening again. Why had the account not been put in credit only status to begin with? I was told that Claim # 1 and Claim # 2 would be addressed within 6-8 weeks. 4 weeks later, I received an affidavit in the mail to sign. I thought this was part of the process, so I signed the paperwork and mailed back immediately. 6 weeks from XX/XX/19, I called to check the status of the claims, and they said they had just received my affidavits and would begin working on the process. After 6 WEEKS. In the meantime, my account was hundreds of $ $ $ in negatives. In the meantime, I received an alert that a deposit had been made into my checking account. I thought this was the reimbursement, but quickly found out that the money in my savings account had been moved into my checking account to correct the overdrafted negative balance of the checking account! I called the bank, where I was referred to the Collections Department. They apologized for the mistake, saying that the Fraud Department had not communicated my claims to them. I asked them to correct the problem immediately, because I now had NO money at all left in either my checking OR saving accounts now. They said the best they could do was 48 hours. I waited and my money was returned the next day. However, there was no excuse for this, especially after my original hardships. This is illegal according to the Fair Collection Practice. At 6 weeks, I am still waiting to reimbursed for the fraud with no updates from the bank. This has caused me and my family extreme financial and emotional hardship. I am considering filing a lawsuit against the bank.
Company Response:
State: DE
Zip: 19805
Submitted Via: Web
Date Sent: 2019-03-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-02-26
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: On XX/XX/2018 Citizens Bank cashed a fraudulent check in the amount of {$4200.00}. To date they have refused to reimburse me my money, even though it was clearly their error in cashing a clearly fraudulent check. You sent me an e-mail stating the case was closed because company responded. Citizens Bank has not responded and I do not have my money back. This has gone on long enough. Please investigate further. Thank you. XXXX XXXX
Company Response:
State: CT
Zip: 067XX
Submitted Via: Web
Date Sent: 2019-03-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-02-25
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I had a home equity line of credit with Citizens Bank, which I tried to close in late XX/XX/XXXX by sending them written notice. I had no balance on the account at that time. I received a letter dated XX/XX/XXXX, acknowledging that they received my request, stating that I needed to pay a {$150.00} recording fee in order to close the account, but that no further advances would be honored on the account. I reviewed the paperwork I signed when opening the account, and the documents did not state that I would need to pay any fee in order to close the account. I called and asked a representative at Citizens to show me where it was disclosed that I would need to pay a fee. He could not find any such statement, agreed that I shouldnt have to pay anything, and said someone would call back if there was any issue. I thought things were solved at that time. More than five years later, on XX/XX/XXXX, I received a letter from Citizens Bank, providing an updated address for loan payments. I called their customer service number to ask why, and spoke with their representative XXXX. She told me the loan was still open and that I needed to pay them {$410.00} in order to close the account. When I asked her to explain, she said the amount was comprised of a {$160.00} recording fee ( up from {$150.00}, and Im still not sure why ), along with {$250.00} in annual fees. I asked why they charged annual fees on an account I asked them to close, she acknowledged that I asked to close the account, and that they set my credit limit to XXXX dollars, but said that since the account was not really closed it was subject to annual fees. So, in reality they disabled the account, so that even if I had known it was still there, I couldnt have used it anyway, but continued to charge fees for five years as if it was still open. And I didnt receive any communication from them during this time or any disclosure that I was being charged fees. Ive always understood that charging someone for a service and not providing that service was the very definition of fraud. I just wanted to cut ties with these people so I said that if they reversed the {$250.00} of annual fees, I would pay the {$160.00} recording fee. They said they would look into it and call me back. I received no call, so I called them on XX/XX/XXXX and spoke with their representative, XXXX. She put me on hold and checked with some people, then came back on and said that she had been told that the {$250.00} could not be waived until the {$160.00} recording fee was paid. I wanted to be sure I understood so I asked specifically that, if I paid the {$160.00} fee, would the {$250.00} in annual fees be waived. She said that yes, it would. Citizens claims to record all of their customer service calls, so there should be evidence of this. I sent a formal letter along with a check for {$160.00}, which was cashed by Citizens on XX/XX/XXXX. I checked online for the status of the account a couple weeks later, and saw that there was still a payoff amount of {$250.00} listed. I called again on XX/XX/XXXX, and spoke with XXXX. He stated that even though the account had been disabled it was still Citizens policy to charge fees and that they would not waive them. I asked to talk to his supervisor, and he transferred me to XXXX, who seemed more reasonable. She noted that previously Citizens had rejected the request to waive the {$250.00} fees. I explained that her colleague had promised me the fees would be reversed if I paid the {$160.00} recording fee, and that this was the only reason I had paid it. She said she would refer the matter to her research team and that they would call me in one to two business days. She gave me a case number, XXXX. I still havent heard form the research team and it has been longer than two business days. I dont believe they intend to address my concerns, and their intent is to hold for ransom the deed to my home. I know {$250.00} isnt that much money but I feel that what they have done is outright theft. Can something be done about this, before more people are victimized?
Company Response:
State: PA
Zip: 152XX
Submitted Via: Web
Date Sent: 2019-02-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-02-24
Issue: Trouble during payment process
Subissue:
Consumer Complaint: XX/XX/XXXX XXXX XXXX XXXX XXXX XXXX XXXX, NH XXXX XXXX XXXX XXXX XXXX Complaint via Consumerfinance.gov Copy to XXXX XXXX XXXX XXXX via XXXX Re : XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, NJ XXXX XXXX Loan # XXXX FHA # XXXX Dear Sir or Madam : This is a complaint about mismanagement of Escrow on the above noted Loan. This is the only mortgage I have. In XX/XX/XXXX, I purchased this home. In XXXX per property billing statement ( document attached ) the XXXX ( XXXX XXXX XXXX XXXX ) paid no taxes. As of XXXX tax statement from XXXX they stated they had paid {$6600.00} in taxes. Not the actual XXXX taxes on the home. I was unaware of the misinformation so was unable to take the actual tax amount on my federal taxes off my 1040 form I filled out for my federal taxes. At that time because my house was new construction I thought the tax was the correct amount. Because I knew they had collected about {$16000.00} in escrow from me. I called to get my escrow overage. At that time, I was told that it would be sent to Escrow review department and they would send what funds they could because they may need it for the following year. NH law states that XXXX can collect 1/12 of escrow needed monthly and can hold 2 months of the 1/12 on hand for the escrow. According to their figures they had a {$10000.00} overage. When calling the mortgage department, they told me that on XX/XX/XXXX an amount of {$2500.00} was paid to somewhere and that in XX/XX/XXXX, {$2500.00} was refunded to my mortgage account by XXXX XXXX. I was also told that on XX/XX/XXXX that a check in the amount of {$8000.00} was issued to me and sent by US postal service. This check never arrived nor was ever seen by me. They said any uncashed check goes back into escrow. They also said that in XX/XX/XXXX a check in the amount of {$2600.00} was issued to me by US postal mail. The check for {$2600.00} was received and cashed by me. Currently, on my Federal Tax Form 1098 from XXXX XXXX states that they have refunded Escrow to me in the amount of {$10000.00} in the last year. ( document attached ) This is inaccurate. I have called multiple times to get the missing escrow amount of {$8000.00} escrow refund and the mortgage servicers have said if a check is not cashed it goes back into the escrow account. When I ask for my money the escrow supervisor says that it is not there. My actual taxes were {$10000.00} for XXXX. My actual taxes were {$11000.00} for XXXX. The escrow collected by XXXX in XXXX was near {$16000.00}. The escrow Collected by XXXX in XXXX was near {$16000.00}. I have asked the XXXX to collect escrow in the amount closer to the actual need and I have been told that it will be reviewed. I need accountability that I have been promised for two years. Multiple calls to XXXX, I am told that this issue has been escalated and that I will receive a phone call from XXXX within 24-48 hours and they have actually truthfully have NEVER called me. I am clear that XXXX have documented on this years 1098 that I have received refund of {$10000.00} from escrow. I am clear they have said that on XX/XX/XXXX that a check in the amount of {$8000.00} was issued to me by US postal service. They know that check was never received and never cashed. They said it went back to my escrow but there is NO ACCOUNTING OF THAT. They just tell me that there is no money in my escrow. As documented on the 1098 Federal Form is that I have {$750.00} in my current escrow account. This is thousands of dollars wrong. I need assistance in getting my escrow that has accrued no interest and has been way more than a two-month excess for the last two years XXXX, XXXX. Anything that can be done to get this done will be greatly appreciated and needed. Thank you in advance for your assistance, XXXX XXXX XXXX NOTE : please call my wife XXXX XXXX XXXX ( last 4 digits of her SS XXXX ) at her phone XXXX who has full permission to discuss any aspect of my loan or federal complaint for the life of the loan.
Company Response:
State: NH
Zip: 03833
Submitted Via: Web
Date Sent: 2019-02-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-02-25
Issue: Problem with a lender or other company charging your account
Subissue: Transaction was not authorized
Consumer Complaint: Hello my name is XXXX XXXX I ordered XXXX jars of honey from a 3rd party through XXXX for the total of {$930.00} on XX/XX/2018. So a few days later I received my package but my orders of honey had open seal so I contacted XXXX and told them to give me the contact of this company that is in a different country so I can buy a phone card and call them and explain to them about my order but XXXX said no worries we will contact them for you so they dont trouble me and buy a phone card so they asked me what was wrong and I told them about the seal for my honeys also telling them there is noway I will eat or feed my family anything that has open seal especially coming from a different country so during that time I told them to plz contact that country asap about my order and let them know about it and if they would be able to send me a RETURN LABEL so I can return it and they can resend me a new order. So XXXX told me that they can do that so later on that day they sent me an email saying that they apologize about how long it took them to respond to me but also said to me in the email that there's no worries about it and that they REFUNDED ME IN FULL but later on that day they sent me another email saying that they want me to return it and this was on a Wednesday the day of garbage day in my area so I through them away due to that email telling me they refunded me in full but buy the time I got the next email after they changed their mind it was already thrown away due to the 1st email this was a mistake on there end and they told me in the beginning they will fix it so the representative from XXXX asked me some questions so he can investigate it so he asked me when did they send me the emails so he can look at them to see if I was telling them the truth then he asked me when is garbage day and what time do they pick up the garbage in my area so I told him when and then he asked me for my city state and zipcode so I gave it to him and he then checked online if this was true time of garbage day and etc so he finally said ok he will handle it but then they gave me the run around so I finally called my bank to dispute and my bank made me wait 10 days til they give me my money back during the 10 days my bank wanted some proof of emails from XXXX so i faxed it over to them and they told me I was good so now my bank is telling me to give them proof of return I told my bank that I asked them for a return label in the beginning so I can return it and then they can resend me new ones but instead they told me no worries we refunded you in full so now I'm dealing with my bank because my bank is saying they want something saying that they told me to throw it away but I told and faxed over the proof of the company telling me no worries we refunded you in full which means dont worry about it your good we are giving you the money back is how I understood that email because i wasn't looking for a refund to begin with all I wanted was a return label So I can return it and get some new ones but instead they're big mistake telling me that I was refunded in full and not to worry about it then they changed their mind later on the day after I threw them away so if they just gave me a return label instead of saying that they refunded me in full and no worries we wouldn't be going through this problem so right now I want my bank to side with me and the only way for my bank to give that company their money back is for them to re send me my order and then they could keep their money but if they don't send it to me I want the money to stay in my account I also willl send you a copy of all the emails through XXXX
Company Response:
State: MI
Zip: 481XX
Submitted Via: Web
Date Sent: 2019-03-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A