Date Received: 2018-10-25
Issue: Trouble during payment process
Subissue:
Consumer Complaint: On XX/XX/2015 The Mortgage LOAN attained from XXXX XXXX XXXX was transferred to XXXX XXXX XXXX XXXX. Mortgage LOAN Number XXXX was unlawfully SECURITIZED by XXXX XXXX XXXX XXXX representative ( s ) agent ( s ) contractor ( s ) and is trading on the stock market today with CUSIP Number XXXX Symbol XXXX. I have sent certified letters and Affidavits of Fact and the response I received was inadequate. I requested XXXX XXXX XXXX Compliance to answer the following two questions : Was a Trust formed at the inception of this LOAN? Is the Trust being utilized today? These two questions were NEVER answered. Ms. XXXX NEVER responded regarding SECURITIZATION of the LOAN that was generated by my signature and thereafter used to fraudulently construct surety instruments for Profits.
Company Response:
State: GA
Zip: 30314
Submitted Via: Web
Date Sent: 2018-10-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-10-25
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Complaint : NOT OBTAINING THE DISCHARGE PAYOFF LETTER OF MORTAGE FROM BANK ( Citizen Bank ) Ref XXXX I am writing to complain against Citizens Bank for the lack of action to furnish the " discharge of mortgage letter issued by the Deeds Registry at XXXX County in New Jersey. In earlier XXXX I sent the last payment of the mortgage in the mail with an additional fee to process the discharge of the mortgage. I was told to wait a month to receive that letter in the mail and as of today I have receive nothing in the mail. I called two times to the Loan Pay Off inquiring about the status of the letter but I was asked to keep waiting and I was assigned a reference number ( as showing above ). On XX/XX/XXXX, I sent a certified letter to the Loan Pay Off Department and a copy to the CEO and President of the Bank Mr XXXX XXXX to demand the letter. Just a week ago somebody contacted me from the corporate office Mr. XXXX XXXX, he left a voicemail at home and since then he did not return my calls. I do not need to speak with anybody else just I am demanding Citizens Bank to produce the discharge letter of my mortgage at once. Thank you, XXXX
Company Response:
State: NJ
Zip: 07052
Submitted Via: Web
Date Sent: 2018-10-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-10-24
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: I have a property that was scheduled to close on XX/XX/2018. The buyer already had a mortgage commitment letter from Citizens Bank in XXXX RI. One hour prior to closing the closing attorney for the buyer notified me that Citizens Bank would not release the closing paperwork and would not provide the closing funds to the buyer. I had a closing on a new property scheduled for XX/XX/XXXX in a different state and my furniture was already in transit to clear the property for a walkthru. By denying the load at the last minute, it caused both closings to fall through and now my property is back on the market and I am currently renting in the new state. I called Citizens Bank to get an explanation on why they waited until the last minute to deny the loan to my buyer and they would not provide any explanation. The lawyer stated that it was because of a another property that the buyer had that was properly disclosed during the loan process. I have spoken to several bank managers and was told this should not happen hours before closing. This situation has caused me thousands of dollars in unexpected expenses and now I have to put my house back on the market at a less than ideal time of the year to sell.
Company Response:
State: SC
Zip: 29588
Submitted Via: Web
Date Sent: 2018-10-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-10-24
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: I have received two notices on XX/XX/18 stating that are debiting XXXX and XXXX from my account for an offset. I have been debited numerous times excelling over XXXX. I have previously put in a complaint about previous charges and I am still getting debited. I do not owe this bank this amount of money.
Company Response:
State: DE
Zip: 19963
Submitted Via: Web
Date Sent: 2018-10-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-10-22
Issue: Managing an account
Subissue: Banking errors
Consumer Complaint: In XX/XX/XXXX I discovered that my checking account was hacked by someone named XXXX XXXX in Kentucky. When I found out about this I filed a report with the XXXX, MA police and met with Citizens Bank, who assured me that I would be fully reimbursed. I filed well over 60 claims with the Fraud Department who handles both ACH and check payments. The Fraud Department reviewed my claims, admitted that fraud occurred but is only reimbursing me for the fraudulent ACH payments and not the fraudulent checks! Further, they said that I was at fault because : 1 ) I did not report the fraud within 30 days of the XX/XX/XXXX/XX/XX/XXXX statement and, 2 ) they usually don't review/catch fraudulent checks with a low amount - despite the fact that over {$11000.00} in fraudulent checks were written within days of each other in XX/XX/XXXX - totally uncharacteristic of my banking activity! In XX/XX/XXXX and XX/XX/XXXX, it was also clear that Citizens had some suspicions about my account because they denied three checks totaling {$5300.00} and reversed one ACH payment for {$2000.00} " Refer to Maker! '' However, they did not flag my account, notify me by phone or letter, or even freeze my account! Had they complied with this particular policy a lot of problems could have been avoided. Citizens also said that they cashed the checks in good faith - even though : 1 ) the name on the checks was not mine, 2 ) the signature was not mine, 3 ) the address was not mine - and it was out of state, 4 ) the checks were written for uncharacteristically large amounts to several out of state companies, individuals and municipalities for payroll, light bills, taxes, etc., and 5 ) the checks had an obviously fake Citizens logo. When I escalated this to the Office of the Chairman of Citizens Bank they said they would not do anything about it - policy is policy. This is despite the fact that I never received a copy of their policy - and even though I opened the account in XX/XX/XXXX - they do not even have a copy of my signature in their records! Is it legal and/or within regulations for Citizens to admit that my account was hacked and reimburse me only for ACH fraud but not check fraud? Is it legal and/or within compliance/lawful for Citizens to follow some bank policies and not others? I would really appreciate your help as it appears to me that Citizens is not protecting me against undeniable fraud and instead, manipulating their policies, regulations and maybe even laws in their own best interests and not mine, as a consumer. As of XX/XX/XXXX, Citizens has reimbursed me {$26000.00} in ACH payments and has an additional 14 ACH claims totaling {$6300.00} under review. I still have 8 fraudulent check claims totaling {$11000.00} that Citizens is denying reimbursing me for. You might be wondering why I didn't review my accounts within 30 days. My father passed away in XX/XX/XXXX, we buried him in XX/XX/XXXX and we would have celebrated his XXXX birthday in XX/XX/XXXX. The fraud occurred within one year of his death and as dad 's sole caregiver for 5 years prior to his death, I was grief stricken and preoccupied with trying to settle his estate and look for a job. I also thought with all of Citizen 's promises about fraud protection ( XX/XX/XXXX is Fraud Prevention month at Citizens! ), loyalty advertisements and the fact that I had been with them since I bought my first home in the XXXX, I was protected.
Company Response:
State: MA
Zip: 025XX
Submitted Via: Web
Date Sent: 2018-10-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-10-22
Issue: Closing your account
Subissue: Company closed your account
Consumer Complaint: I have had this credit card for 8 years. I maxed out the balance at {$2200.00}. Each time I paid down over {$100.00} I called to decrease the available balance. I lowered it to {$1100.00} and have been making payments regularly. I received a letter stating that they were not going to renew my card. After speaking to customer service I found out that it was because my credit score had gone down. Even though I was never late on this card they still closed it. Now my credit score will go down even more. I think this is unfair.
Company Response:
State: NH
Zip: 03054
Submitted Via: Web
Date Sent: 2018-10-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-10-20
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: I submitted a complaint on the actual day and time when it happened because I never left the ATM machine .The person from the company on the XXXX number told me I did not need a confirmation number or a complaint number. If any thing he has my name he submitted the claim he has my account number.I went into the bank to retrieve my card and show them the receipts from the error at their ATM machine with my cash and they said they had no record of such claims .I HAVE RECEIPTS, IT HAPPENED AT BRANCH BANK NOT RANDOM ATM.
Company Response:
State: NY
Zip: 12144
Submitted Via: Web
Date Sent: 2018-10-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-10-20
Issue: Fraud or scam
Subissue:
Consumer Complaint: I was purchasing some XXXX XXXX items through a group on XXXX. The person I was buying items from said their name was XXXX XXXX. I sent this person 3 different payments to the phone number they provided XXXX, through the XXXX feature on my Citizens bank app. This was after I had to call Citizens Bank to have them verify my phone number so the payments would stop failing and would go through. On XX/XX/XXXX I sent this number {$32.00} through XXXX, On XX/XX/XXXX I sent {$60.00} to this number through XXXX for more promised products. On XX/XX/XXXX I sent this number {$190.00} for an entire product collection. At this point I checked my bank and realized the XXXX payments were being sent to a different name than that of the person I had been talking to. I searched the name on XXXX and found out that this person is a well known scammer. I contacted Citizens bank to try and cancel the payments as two of them were made within 24 hours of me calling them and was told that there was nothing they could do because they were instant payments. The seller I was dealing with has disappeared. I questioned Citizens Bank and how they could allow these transactions to go through without any sort of Fraud protection, after all, I thought I was safe doing these transactions because they are directly through Citizens Bank and was informed that they would do nothing and I should contact my local authorities which will do no good as the seller has gone ghost. I attempted to cancel these transactions within 24 hours and same day for one and was told that Citizens bank will do nothing. I am extremely upset and would like Citizens Bank to refund these purchases as they are my bank and should protect their customers from Fraud if it happens through an app that they are controlling. The XXXX feature is directly on my Citizens Bank app so they should have some sort of protection in place and as my bank I would like them to cover this fraud. I have submitted to them proof that the person the money went to was not the person they claimed to be and still they will do nothing. Which is why I would like your help getting the fraud protection deserved on these transactions done directly through Citizens Bank from one bank account to another on their XXXX feature in the Citizens app.
Company Response:
State: NH
Zip: 030XX
Submitted Via: Web
Date Sent: 2018-10-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-10-17
Issue: Problem caused by your funds being low
Subissue: Overdrafts and overdraft fees
Consumer Complaint: Going back to XX/XX/2018. I had logged into my account early in the morning without incident to check my balance. I had several transactions that were showing as pending, therefore already deducted from my available balance. So later that day I withdrew {$60.00} from a foreign atm-which charged me {$3.00} fee. The next day-which was Sunday I attempted to get into my checking account and it said my user name and password were not valid. Having being hacked with them before, I panicked. I attempted to contact customer service and due to extremely high call volume and hold times exceeding 45 minutes we were unable to get help and was told by the local branch the system was down on Monday and Tuesday XX/XX/XXXX and XXXX.. My husband called the XXXXXX/XX/XXXX mass branch and was told there have been ongoing system issues since mid XXXX with mobile banking, but she could not help with access to our account. So I called the XXXX # first thing on morning on The XXXX at XXXX. I was told that despite having a joint account with my husband they could not provide me any information on the account regarding online banking. This was the first I had ever heard of this and never had any issues before, and on top of all that the phone number they had on file for my husband 4 years old and the phone was his former employers. We had changed it numerous times in Amesbury-yet their system keeps reverting back to OLD outdated information, so we can not gain access to our account due to failed verifications. This just made me even more upset at the whole situation. I went on and explained the situation as best as I could and - explained my frustration of being assessed {$170.00} in overdraft fees when it is impossible to manage your ONLINE checking account without access. The automated phone line does not give the most up to date real time information on ACH or bill pay transactions, so it makes it very hard to manage. I was basically " BLIND '' for several days. I had balanced my account on paper ( -as advised by an arrogant person in their Corporate office when I had the exact same issue ) but because the bank posts transactions differently and not in the order in which the date the transaction was made, it gives them the power to assess {$170.00} in overdraft fees as opposed to 1, 2 at most. It is not right they can minipulate the order in which transactions are posted and then have corporate have the nerve to tell me to keep a paper journal. After I said my peace, she asked me very curiously if my husband and I were the only authorized users on the account. I said yes, and she insinuated that she saw something that was not right. She tried telling me she didn't after she was inquisitive about who had access to my account. Makes me feel she saw something and could not tell me. I was provided a new user iD and temp password which worked for a mere 12 hours. I changed it on a desktop computer as instructed, but still could not get in. 5 additional phone calls, emails, XXXX interactions on their page ( and promised to be called by an advocate named XXXX ( who blew me off twice after she asked the best time to reach me-because after XXXX was not good for her since she was not at work at the time. She never bothered to call. She told me to use the phone to check transactions and she would be in touch regarding not having access to my account yet AGAIN. Since XX/XX/XXXX I have had access for 1 day ... .I have been talked down to and belittled by corporate in the past and I just want to be refunded the {$170.00} in overdraft fees and extended overdraft fees, so I can cut all ties and bring my business elsewhere. They are constantly changing the order in how they post transactions to maximize their profits. It is just disgusting.
Company Response:
State: MA
Zip: 019XX
Submitted Via: Web
Date Sent: 2018-10-17
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-10-17
Issue: Closing an account
Subissue: Fees charged for closing account
Consumer Complaint: I hold a Roth IRA with Citizens Investment Services. I am charged a {$75.00} annual maintenance fee. Due to the high expense in maintaining this account I inquired as to the process of closing the account and I was informed that I would have to pay a {$100.00} account closing fee. However, this fee was not disclosed to me at the time I opened my account. Instead, the customer representative I questioned about this fee informed me that the paperwork I received indicated that additional fees may be incurred and fees are subject to change over time. Using that logic, Citizens Investment Services is not informing customers of fees it can choose to charge at any point in the future without disclosure, which seems to be in violation of the Truth in Savings Act, or at least the spirit thereof.
Company Response:
State: MI
Zip: 48067
Submitted Via: Web
Date Sent: 2018-10-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A