Date Received: 2019-02-24
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: Well to start off I have been dealing with this for over a year now with this company. I have had to fax them numerous documents that they have requested from me. I have faxed them documentation to get the mortgage modified and assume it. I would fax this stuff and be told by different employees that they had everything they needed and that they would be sending a payment plan that I needed to follow for a certain amount months and then they would be able to do the assumption and modification. Then to only call a few days later and told my file was closed and I had to start all over again. This has happened at least 8 times. Then back in XX/XX/XXXX I called to see about negotiating the payoff and was told by another employee that they could do that but I needed to contact their attorney and have her request that from them. So I wasted over a week and half trying to get in contact with her to start that process because I was able to send them {$8000.00} at that point, only to find out from XXXX XXXX with the Wyoming VA that no they can't negotiate the payoff amount. Everytime I call I speak to a different person and no one seems to know what is going on. I got Probate open and they game me a forbearance program that I was to follow which started in XX/XX/XXXX. I have paid them {$5.00} a month every month since XX/XX/XXXX, sent to the exact address that they stated on my Forbearance. They have now stated that I didn't follow my forbearance and that I missed XX/XX/XXXX payment and are trying to forclose on my house XX/XX/XXXX. I have not missed one payment what so ever and have provided them proof of this. They received my XX/XX/XXXX payment and they have cashed it, all of which I provided them. Also, I sent them XX/XX/XXXX payment in XX/XX/XXXX which they received and held on to and then refused it and sent it back to me. However, I did not get that payment back to me until the XXXX of this month. I was told by the postal service that they refused that payment and finally sent it back to me. So I sent XX/XX/XXXX payment and XX/XX/XXXX payment to them on XX/XX/XXXX but this time I sent them certified mail return receipt with asignature required. This way I have tracking and a name to find out who is doing this. I feel that they a doing this on purpose. Also, one day I will call and be able to speak to someone about my account and then the next day I will calm and they will say that I am not an authorized person on the account and they can't give me any information. They have been sent the court paperwork appointing me executor of my father 's estate at least six times. They have been sent that by me at least three times, XXXX XXXX with the VA at least 2 times and my probate attorney 1 time. And if I am not authorized on the account and they can't talk to me then how am I on a forbearance with them on this account. They have wasted my time and the VA '' s time. They are unprofessional, unethical and completely unorganized. They have misrepresented things to me on numerous occasions and given me the run around for over a year. I have worked in the escrow field for over 15 years and I have to say that I have never dealt with a poorer mortgage company in my life. I have also filed a complaint with there company as well. Not only I, but XXXX XXXX with the VA who is assisting me with all of this has requested to them to cancel the sale on XX/XX/XXXX and we have yet to get an aswer from them. They have been provided every document that they have ever requested from me numerous times. They have gotten these not only from me but also from XXXX XXXX with VA.
Company Response:
State: WY
Zip: 82070
Submitted Via: Web
Date Sent: 2019-03-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-02-24
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Citizens Bank Consumer Loan Servicing XXXX XXXX XXXX XXXX XXXX, RI XXXX My home equity line of credit/loan with Citizens Bank. My loan went from interest only payments to Interest and principal payments on XX/XX/XXXX. My last interest only payment of XXXX was due on XX/XX/XXXX. I was awarded {$170.00} from a class action on XX/XX/XXXX ( XXXX and XXXX XXXX et at v. citizens Financial group case No XXXX ) It was applied as a principal only payment on XX/XX/XXXX towards my HELOC. I requested that it be applied as a payment : The principal credit of {$170.00} was reversed on XXXX XXXX and reapplied as a payment on XX/XX/XXXX. The following is a list of payment I made on the Loan : XX/XX/XXXX due $ XXXX-paid XX/XX/XXXX-in Branch on XXXX XXXX XXXX, VT. XX/XX/XXXX due $ XXXX-paid by check XX/XX/XXXX {$270.00} XX/XX/XXXX due $ XXXX-Paid by check XX/XX/XXXX {$94.00} + $ XXXX+XXXX.-the {$170.00} applied as payment on XX/XX/XXXX was never recorded. Here is where the problem starts : XX/XX/XXXX due $ XXXX-paid by check XX/XX/XXXX-notice that {$170.00} is past due. Received a call from collections and after spending time on phone with person was told that they will resolve the past due amount. XX/XX/XXXX due {$270.00} paid by check XXXX- notice that {$170.00} is past due Received call from collections that the {$170.00} was past due after conversation with collections late fee {$13.00} charged on XX/XX/XXXX-was waived XX/XX/XXXX. Spoke with XXXX manager in collections and was told that the payment would be applied and the problem resolved. XXXX would not provide last name, but gave me fake employee number of XXXX XX/XX/XXXX due $ XXXX-paid by check XX/XX/XXXX notice that {$170.00} past due, and late fee of {$13.00} charged on XX/XX/XXXX- After call from collections with the outcome being that they would take care of the situation and apply the payment properly. Met with banker in the branch XX/XX/XXXX and spoke with XXXX in collections, was told the problem would be handled and the fees reversed. XX/XX/XXXX due $ XXXX-paid by check XX/XX/XXXX-Late fee- {$13.00} charged XX/XX/XXXX-Spoke with collections was referred to customer service a case was opened by XXXX in customer service case # XXXX.She submitted a back office request XXXX. Total past due {$170.00} late fees due {$27.00}. XX/XX/XXXX due $ XXXX-the included a payment of {$27.00} in late fees that I paid by accident XX/XX/XXXX. Was called by collections again told them I had a case number they told me the case was closed and was given another case number-late fee charged XX/XX/XXXX XXXX XX/XX/XXXX due $ XXXX-paid by check XX/XX/XXXX included was late fee of $ XXXX-that I again paid on accident. Past due amount {$170.00}. Spoke with collections late fee assessed XX/XX/XXXX {$13.00} waived XX/XX/XXXX $ XXXX-total fees charged {$68.00}. past due amount {$170.00}. XX/XX/XXXX Spoke with XXXX was given case number XXXX and assigned XXXX XXXX to handle case. XX/XX/XXXX due {$320.00} paid {$280.00} in branch XX/XX/XXXX. only paid {$280.00}, because I realized they included fee of {$41.00} in Payment. Past due amount {$140.00}. 37. Spoke with collections told them it was in dispute again. late charge {$13.00} XX/XX/XXXX. XXXX-Received phone call from XXXX XXXX, after a month since contacting her, they decided that they will not resolve the situation, and continue to charge fees. I asked for her managers/supervisors name and she would not provide name. I have been told by the person in the branch that it will be escalated to the office of the chairman. I have not attached documents with this complaint, but do have them if needed.
Company Response:
State: VT
Zip: XXXXX
Submitted Via: Web
Date Sent: 2019-03-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-02-22
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: Complainant was appointed as Conservator of a XXXX person in XX/XX/XXXX. Conservator account was established at Citizens Bank. On XX/XX/XXXX, the XXXX person removed the balance of the Conservator account and opened a new personal account in her name Citizens Bank. As the XXXX person has been adjudicated incompetent to handle her personal funds, Citizens Bank should not have allowed this. On XX/XX/XXXX, the Conservator discovered the withdrawal when attempting to pay bills. She worked with a customer service person at Citizens Bank, XXXX, MA, and most of the funds were recovered. The XXXX person 's new account was also closed and the balance of {$130.00} deposited in the Conservator account. The bills were paid. The XXXX person filed a complaint of fraud with Citizens Bank, and Citizens Bank debited {$130.00} from the Conservator 's personal checking account and placed it in the XXXX person 's reopened account. Citizens Bank had no authority to debit the Conservator 's personal account for any reason. Everything done by the XXXX person was done over the telephone.
Company Response:
State: MA
Zip: 026XX
Submitted Via: Web
Date Sent: 2019-03-04
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-02-22
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I have already submitted multiple complaints about our problems with Citizen 's Bank but the bank 's answers are fraudulent and now in retaliation they increased the rate to 4.75 % without any notification at the time when the rates are falling and the Federal Reserve stopped to increase interest rates. Citizen 's bank made that increase in retaliation for our two latest complaints # # XXXX and XXXX. Their mathematical mistakes continues including computation of the total amount of payment made towards the reduction of the balance.
Company Response:
State: DE
Zip: 19904
Submitted Via: Web
Date Sent: 2019-02-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-02-22
Issue: Problems at the end of the loan or lease
Subissue: Problem with paying off the loan
Consumer Complaint: I have vehicle loan with CitizensOne. The vehicle was traded on XX/XX/19. The dealership submitted a check for the 20 day payoff that they received from CitizensOne by phone. They sent that check on XX/XX/19 and confirmed via overnight tracking that it was received on XX/XX/19. CitizensOne also confirmed that they received this on XX/XX/19. They have been unable to accurately process the payoff. They took 11 days from the date received. To apply the payoff check and then assessed more interest. As a result the account will not close. I have called multiple times each week. Have a case open with their customer service department and if goes nowhere.
Company Response:
State: TN
Zip: 371XX
Submitted Via: Web
Date Sent: 2019-02-22
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-02-21
Issue: Opening an account
Subissue: Didn't receive terms that were advertised
Consumer Complaint: This issue relates to Citizens bank. I signed up for a new Platinum Checking account as part of a new promotion in XX/XX/2018. I was supposed to receive a {$400.00} payment once I created the account and deposited a single $ 1000+ direct deposit within 60 days of the account opening. I have talked to multiple bank personnel, through email, phone, and in branch, that confirmed that I signed up for the account during the promotional period, met the direct deposit requirements and that I was supposed to receive the bonus. There have been multiple 'investigations ' that have taken months to resolve. They are now saying that there was no 'promotional code ' attached to my account and that I would not be eligible for said bonus. In the meantime, Citizens Bank has been charging me service charges despite not fulfilling the terms of the agreement. I do not trust this account for handling my money when Citizens Bank can not deliver upon this promised bonus
Company Response:
State: CT
Zip: 06106
Submitted Via: Web
Date Sent: 2019-02-21
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-02-21
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: During XX/XX/2018, I applied for a student loan for my son and cosigned the loan as his parent ( legal guardian ). The loan application process was done at the bank branch by the branch manager. I requested the deferred option with a fixed rate. The branch manager completed the application on her computer and told me the loan was sent to my e-mail account to e-sign, which I completed. It turns out the loan payment option chosen by the manager was payment of interest immediately instead of deferred upon graduation and the rate is variable. On XX/XX/XXXX, I received a late payment notice in the mail from the banks collection party demanded {$170.00} interest payment that is late. I called the collection agency immediately and that is how I discovered the loan application was done erroneously at the branch. The branch is Citizens Bank on XXXX XXXX XXXX, XXXX XXXX, MA XXXX
Company Response:
State: MA
Zip: 011XX
Submitted Via: Web
Date Sent: 2019-03-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-02-20
Issue: Dealing with your lender or servicer
Subissue: Need information about your loan balance or loan terms
Consumer Complaint: Once in XXXX and twice in XXXX of 2019 I asked my loan servicer, XXXX on behalf of Citizens Bank, for a copy of my original promissory note. My loan payments have gone up twice, and I believed that I signed up for a fixed rate loan for 15 years, as opposed to a variable interest or graduated. I am simply asking for proof of my requirements to make these higher payments.
Company Response:
State: MA
Zip: 02703
Submitted Via: Web
Date Sent: 2019-02-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-02-18
Issue: Trouble during payment process
Subissue:
Consumer Complaint: This complaint is to address that our mortgage company incorrectly reported us to the credit agencies as delinquent/past due on our mortgage. XXXX XXXX XXXX XXXX purchased our mortgage from our initial lender. Our monthly mortgage payment is {$1000.00}. Our first mortgage payment was due XX/XX/XXXX. On XX/XX/XXXX we paid {$1100.00} for the payment due XX/XX/XXXX. On XX/XX/XXXX and XX/XX/XXXX we made 2 payments of {$550.00} for the payment due XX/XX/XXXX. We received a bill that showed our partial payments were not applied to our mortgage. We called XX/XX/XXXX and asked Citizens One to apply our partial payments to the bill due XX/XX/XXXX. Citizens One agreed to this request. On XX/XX/XXXX and XX/XX/XXXX we sent two payments of {$550.00} each for the payment due XX/XX/XXXX. We called Citizens One on XX/XX/XXXX to request that these payments be applied to our mortgage payment. On XX/XX/XXXX we paid {$550.00} toward the bill due XX/XX/XXXX. We called Citizens One on XX/XX/XXXX and XX/XX/XXXX to request the partial payments we had sent be applied to our mortgage payment. Citizens One told us they would apply our payments to our mortgage. Instead, the collections department sent us two separate checks returning our money to us and telling us we were overdue on our bill. We received a letter dated XX/XX/XXXX from collections department stating that they are returning {$600.00} pursuant to our telephone conversation however, the only conversation we had was us requesting these funds be applied to our mortgage payment. We received a statement dated XX/XX/XXXX that shows {$2100.00} is due ( and {$550.00} we had sent previously is still unapplied to our mortgage payment ). We received a letter dated dated XX/XX/XXXX from Citizens One stating that mortgage is past due and that Citizens One is returning another {$550.00} to us. XX/XX/XXXX @ XXXX - We called Citizens One and spoke with XXXX , and explained the above situation. XXXX spoke to her manager before stating three things : 1 ) Citizens One would waive the late fee associated with the statement due XX/XX/XXXX. 2 ) Since we had to wait for the checks that were being sent back from Citizens One to clear before we could pay the {$2100.00} in full, we would have until XX/XX/XXXX to pay the {$2100.00} in full without being considered delinquent/past due. 3 ) Citizens One would also put a hold on our account and would not notify the credit monitoring companies as long as we paid the {$2100.00} in full by XX/XX/XXXX. After receiving the 2 checks, we paid the {$2100.00} in full on XX/XX/XXXX. However, that same day we received another phone call from Citizens One ( as well as a statement dated XX/XX/XXXX ) stating that our account had been delinquent at least 33 days and that we had already been reported to the credit monitoring companies. When we asked about what we had been told on our conversation with XXXX and her supervisor on XX/XX/XXXX - we were told that Citizens One had no record of that conversation. We understand that Citizens One has a policy where the we as borrowers must call in order to have partial payments applied. It is an outrageous policy, but we have been abiding by it and calling. However, Citizens One has ignored these requests and instead had returned our partial payments to us and then reported us as delinquent.
Company Response:
State: IL
Zip: XXXXX
Submitted Via: Web
Date Sent: 2019-02-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-02-18
Issue: Problem when making payments
Subissue:
Consumer Complaint: I have an unsecured consolidation loan w/ Citizens bank that was opened in the last 2 years for $ XXXX w/ $ XXXXpayment w/ my wife as a cosigner. This loan was initially and has always been serviced by XXXX XXXX. It was setup w/ a direct debit ( ACH ) from my savings account and for the first year or so was paid as agreed. In XX/XX/XXXX I sold a truck which had a $ XXXXpayment and in XX/XX/XXXX my wifes car w/ a $ XXXX/payment will be paid off. During XXXX we had some insufficient funds transactions that resulted in ACH missed payments. The relationship between Citizens and XXXX was always confused. There were times when I would return a call from Citizens & or XXXX to make a payment after a missed ACH and they would tell me the loan was current. On Thursday XX/XX/XXXX I called Citizens Bank/XXXX & spk w/ XXXX XXXX to make a payment and start the process of getting caught up. She advised me the account had charged off and I need to contact XXXX XXXX XXXX. I advised I was not comfortable dealing w/ a third-party debt collector and wish to pay Citizens bank directly she couldnt accept my payment. She stated the loan was charge off on XX/XX/XXXX by Citizens and that was early because the loan had not yet reach 120 days past due, and she suggested that we bring on XXXX. I agreed and she joined XXXX/XXXX ph # XXXX, who said the charge off was authorized by Citizens bank on XX/XX/XXXX and XXXX officially sent to XXXX XXXX XXXX on XX/XX/XXXX and that I needed to speak w/ them. I again expressed that I wasnt comfortable dealing w/ a third-party collection agency, but still XXXX couldnt help me. She did say another collections department at Citizens may be of assistance at XXXX. I then asked to speak w/ a manager at Citizens bank and XXXX brought on Manager XXXX , but he refused my payment, I asked for his supervisor and was told that person couldnt come to the phone, but they could have them call me w/ in 72 hours. I have received no return call as of XX/XX/XXXX. To all three individuals I expressed all of the above of about freeing up cash flow and I was prepared to bring this loan current in short order and honor the term of the original loan and that my loan be reinstated as only 7 days had passed since the charge, again XXXX refused my payment and told me I had to deal w/ XXXX XXXX XXXX ph # XXXX and that Citizens nor XXXX could assist me further. I then called XXXX XXXX XXXX, and the representative stated I needed to settle the $ XXXX balance w/ them and suggested that I settle for an immediate {$12000.00} payment. I advised I couldnt pay that and wouldnt be doing so soon, the representative chuckled and said well that might be your opinion. I advised I wanted to deal directly w/ Citizens bank and the representative hung up on me. I called Back Citizens directly/XXXX spk w/ various managers advising I was not comfortable dealing w/ their 3rd party debt collector/suto law office and explained the immediate demand and the hang up. Citizen refused to help me and told me I need to deal w/ XXXX . I am ready to make payments to them immediately and bring my account current quickly ( I have advised them of this ). On Monday XX/XX/XXXX I called back Citizen bank again requesting to speak w/ a manager. I inquired about the 72-hour manager call back and they couldnt speak to that return call. I asked again for consideration on accepting my payments, but they again refused. I then requested a pay history since loan inception. They advised I needed to contact XXXX for the pay history online. I made the request with XXXX & have not received it. I am requesting Citizens bank reinstate my loan and I will catch up on pass due payments in the next 45days and ensure all future payments are made on time. I think Citizens being a very large institution can work w/ me here, especially since when I was advised of the action the XXXXhird party had only been engaged in the prior seven days and that over the course of the loan there were times I could have made payments after a missed ACH but was told by either Citizens or XXXX that I was not overdue and didnt need to make a payment. I have made this request but Citizens bank in refusing to help me,
Company Response:
State: NH
Zip: 038XX
Submitted Via: Web
Date Sent: 2019-03-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A