Date Received: 2018-08-04
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: I am suppose to receive direct deposit into my account of my choice I chose XXXX XXXX XXXX right now as we speak someone put a hold on my funds just before my deposit was suppose to be delivered then someone switched my direct deposit to citizen 's bank after social security completed a trace I then went to citizens for more information I was told by this associate that it had just popped up and I had a negative balance of XXXX she called collections told me that they were going to take the XXXX and mail me a check. today is the fourth and I don't see the funds in my XXXX XXXX XXXX account. Also I received an approval letter from rent rebate for XXXX that I was suppose to receive on the XX/XX/XXXX and it also, have not been loaded onto the card.
Company Response:
State: PA
Zip: 191XX
Submitted Via: Web
Date Sent: 2018-08-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-08-03
Issue: Problems at the end of the loan or lease
Subissue: Unable to receive car title or other problem after the loan is paid off
Consumer Complaint: Paid {$30.00} to a division of Citizens Bank to get a lien release on a paid off XXXX XXXX that was owned by XXXX XXXX The Citizen person said everything was in order with my request Today I received an email stating they will not be sending me the lien release
Company Response:
State: MD
Zip: 21037
Submitted Via: Web
Date Sent: 2018-08-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-08-03
Issue: Attempts to collect debt not owed
Subissue: Debt was already discharged in bankruptcy and is no longer owed
Consumer Complaint: I am being contacted by Citizens Bank about a private student that was in my bankruptcy that was discharged in XX/XX/2018. When I called back to tell them it was in my bankruptcy the man argued with that private students loans can not be discharged in a bankruptcy, I asked him to stop calling my work number. I told him I would have my lawyer call them back, he told me I needed to give written consent for my lawyer to discuss this matter. I sent written consent but Citizens Bank told my lawyer they needed to have a power of attorney to discuss the matter with them. They have been calling me at my employment number every day even after I told them I can not take the calls, please stop calling my work number. And every action I take, sending written consent, etc they change what they require to have my lawyer tell them this was discharged in my bankruptcy and to stop contacting me about this. They are going to great lengths to avoid being told this is an invalid debt. Its getting ridoulous that this is continuing after they have been informed several times.
Company Response:
State: AZ
Zip: 85335
Submitted Via: Web
Date Sent: 2018-08-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-08-01
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: Plaintiff 's / Bank law firm was approached with shortsale offer of $ XXXX, Defendant 's representative and lawyers sent in a complete application with a fully signed contract to the mortgagor XXXX XXXX XXXX XXXX and their attorneys, XXXX XXXX XXXX XXXX XXXX XXXX. However, a week prior to the auction, without any counter offer or response on the shortsale amount, the borrower 's attorney received an email stating the offer would not be considered because it was submitted less than 37 days prior to the auction sale. Two days before the auction, the Borrowers attorney sent another request to consider the shortsale offer and Plaintiff 's firm advised to send in the offer. The fully exectuted contract, proof of funds, and offer letter was sent to the representative who did not review or in the opinion of counsel send to the Bank. Attorney for Borrowers called the Bank and spoke at length with a representative and a supervisor about the offer. The two men said that the law firm had complete discretion in stopping the auction and submit our offer for processing. The men asked me to go to them. Borrowers attorney again contacted the law firm and they said that the servicing guidelines prevent them from accepting or considering our offer. The two parties had no idea what the other was doing even though I communicated the issue, no effort was made to coordinate a response and consider a substantial offer. The property was then auction and sold to the same buyer that Borrowers brought to the Bank and law firm. The Bank or law firm 's representatives were fully aware of this buyer and yet accepted a lower offer of $ XXXX. The Plaintiff law firm acted unfairly and in violation of the fiduciary duties it has to the Bank and Borrowers to accept the highest offer and rejecting to process the shorsale at the higher contracted offer amount then selling the property for over {$15000.00} less to the same buyer sellers entered into contract with. The Bank supports this bad faith conduct by not investigating and demanding that a shortsale be processed with the buyer at the higher amount. Additionally, the bank did not have the note and mortgage before they started the foreclosure because the note and mortgage was transferred to XXXX. XXXX did not transfer the note and mortgage back to the Plaintiff until 2015 when the Plaintiff was set to assign the note / mortgage to a new creditor.
Company Response:
State: NY
Zip: 10001
Submitted Via: Web
Date Sent: 2018-08-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-07-31
Issue: Managing an account
Subissue: Problem accessing account
Consumer Complaint: Dear Sir, Citizens Bank did not answer to my previous complaints to CFPB for missing check clearance records, transactions and various transactions in my check-in account. Also, Citizens Bank response is highly unsatisfactory for missing check clearance records and my previous complaints to CFPB against Citizens Bank. Hence, I would like to proceed with next step of proceedings on various missing checks, clearance records and bank transactions. I need a official monthly paper statement of my Check-in account for last eight months [ XX/XX/2018 to XX/XX/2018 ]. Could CFPB kindly direct Citizens bank to send me the official monthly paper statement of my Check-in account for last 8 months [ XXXX, XXXX, XXXX, XXXX, XXXX, XXXX, XXXX and XX/XX/2018 ]. All the official monthly statements ( for last 8 month ) with Citizens Bank covering letter should be mailed to my address at the earliest.
Company Response:
State: MI
Zip: XXXXX
Submitted Via: Web
Date Sent: 2018-07-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-07-31
Issue: Struggling to repay your loan
Subissue: Can't get other flexible options for repaying your loan
Consumer Complaint: Questions such as how many file complaints against Citizens Bank for not lowering payments and helping people like myself get a lower payment that I can do? What about putting these two loans together to make one low payment. I don't get this. I thought a company like Citizen 's Bank would help consumers like myself? Why are there no options for me and others like myself in the USA? Why is this? Why would CB not help?
Company Response:
State: OH
Zip: 448XX
Submitted Via: Web
Date Sent: 2018-07-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-07-30
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: After dismissing an adversary proceeding XX/XX/XXXX, I was told by attorneys including XXXX attorney that they would work with me regarding paying back loan. I am currently unemployed. XXXX only agreed for reduction of payments for 9 months MGRS which is not helpful. The interest accumulates. I have other private loans. I asked for another solution and XXXX said nothing else was available. My loans went back to Citizens Bank the original lender. XX/XX/18 Citizens offered forbearance but the form had to be mailed to me. XX/XX/XXXX XXXX XXXX from Citizens put account on hold waiting for forbearance. I filled out the form and faxed it to XXXX on XX/XX/XXXXas I was advised to and was told again by XXXX that forbearance was not available. XX/XX/18 received letter from XXXX that forbearance was approved. XX/XX/18 spoke to XXXX and told her my credit report was showing delinquent but my loans were in forbearance from XX/XX/18 to XX/XX/18. I am constantly given the wrong information by XXXX even though they escalate the call. I was told by XXXX that Citizens bank didn't know that I had no options available.
Company Response:
State: TX
Zip: 75089
Submitted Via: Web
Date Sent: 2018-07-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-07-30
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: Dear Sir/Madam, Last year, we lost a vast sum of money due to miscommunication and lack of a responsible point person in our effort to close our mortgage with a mortgage loan from Citizens bank. Please allow me to describe what happened ( the same letter was sent to Citizens bank directly ) My wife XXXX XXXX and I, XXXX XXXX, had been involved in years of long distance relationship due to our jobs in different cities. We did not have too many options due to the fact that we were international XXXX/trainees. That changed at the beginning of XX/XX/2017 with the approval of my XXXX XXXX. I had just accepted a position in XXXX and XXXX was very kind to me in supporting my application. My wife was also lucky enough to find a position in XXXX, and we thought, completely incorrectly, that we were ready to settle down after years of instability and moving around. As a result, we thought we should purchase a home. We were excited to get a physician loan special offer from Citizens bank to XXXX. To be clear, we had informed the loan specialist ( XXXX XXXX ) that we were nationals of XXXX, and that the first step of our XXXX XXXX had been approved but we had not actually received the cards since it takes a few months from the time of approval for the receipt of the XXXX XXXX ( usually around 8-10 months ). I have proof in terms of emails with Mr. XXXX regarding this ( email printout attached Exhibit 1 ). We had provided all the documents asked of us at the time. And with that, received a pre-approval letter. Since then, I have come to understand that Citizens gives out pre-approval letters very easily and to everyone. But please tell me how could I have known that as a first-time buyer? We went ahead and placed an offer on a dream home. Due to a bidding war and the current housing climate in XXXX, we could not place a mortgage contingency with our offer, otherwise our offer would not have been accepted ( I can give you the sellers information if you would like to get more details about ours and other offers on the condo we desired to purchase ). Our offer was then accepted with a closing date of XX/XX/2017. To say we had one issue after another would be an understatement, but we kept pushing because {$37000.00} deposit was on the line. Mr. XXXX and his assistant are extremely poor at their job they kept asking for documents over and over again, without an explanation for why they werent able to keep records straight ( email printout attached Exhibit 2 ). We had a terrible experience with the appraisal, which included factual errors our explanation ( email printout attached Exhibit 3 ) is provided. Things took a turn for the worst on XX/XX/XXXX, when we found out that Citizens would not be able to close because XXXX had not received her XXXX XXXX. You can imagine the shock when finding out about such a requirement 2 days before closing. In fact, we have now realized that we were never asked about XXXX XXXX XXXX ( please ask Mr. XXXX if he has an email asking us of that before XX/XX/XXXX ). Mr. XXXX then communicated with the head of HR at XXXX hospital regarding this. We even explained that we had already shown 6 months of reserve funds ( not to mention XXXX was continually employed ) and that even if the work permit was delayed, we should not have any problems because we could have rented out the second bedroom and borrow money from our parents. Rest assured, XXXX XXXX XXXX arrived at the end of XXXX and she was able to start work in XXXX ( 4 months from the date of closing, well within the 6 months reserve ). We know how to take care of our financial, please look at our credit scores. While I understand XXXX concern about our inability to pay the mortgage without XXXX XXXX XXXX, what I do not understand is why was such an important document not requested before preapproval? As a first time buyer, please tell me how could we have known about what is required by Citizens for closing. Ms. XXXX even sent us a loan commitment letter on XX/XX/XXXX ( document attached Exhibit 4 ), and an email with congratulations in the subject line ( email attached Exhibit 5 ), which still did not state the requirement of XXXX work permit. Surprisingly, the rejection letter we received after the whole fiasco stated that our loan could not be approved because our finances were not in order!! You would think Mr. XXXX would inform of us something so basic BEFORE providing the pre-approval letter and loan commitment letter! We later found out that our funds in an investment account are NOT acceptable as liquid funds by Citizens. Please tell me how in the world could I have known that myself without the guidance from Mr. XXXX. As a result of this and several other mistakes at the hand of Mr. XXXX, we lost {$37000.00} of the deposit money. Not to mention the additional amount in interests ( for closing date extension ), appraisal fees and immeasurable amount of stress and sleepless nights. Of course, we are ourselves partly to be blamed for not putting in a contingency and for trusting XXXX to guide us thoroughly through the process. Mr. XXXX lacks complete knowledge regarding the issues of a foreign applicant ( email attached exhibit 6 ) and it is hard for me to believe that he is a loan specialist. Dont get me wrong Mr. XXXX is very friendly and easy to talk to, and I truly dont think he meant to cause us any of the financial or psychological distress. Nonetheless, his lack of knowledge regarding the subtleties of a foreign applicant cost us a steep price. We have lost our lifes savings due to the incomprehensible incompetency of a Citizens employee. I beg of you to tell me how does Citizens plan on making this right. In response, all we received was a generic response about we had some documents missing and this was not Citizens fault ( letter attached ). We have not received what document were we missing. And not to mention, why was this not made clear to us before closing. What we believe really happened was that they completely missed asking us for XXXX XXXX XXXX ( and obviously they have no record asking us for that document ) and now they are making up excuses about other documents not provided by us. Please help us out to resolve this issue. Thank you, XXXX XXXX
Company Response:
State: MA
Zip: 02155
Submitted Via: Web
Date Sent: 2018-07-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-07-27
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: I recently refinanced my student loan and the funds were sent to my loan servicer to pay off the balance over a week ago. They still have not applied the pay off amount to my account which leaves my previous account open and collecting interest! This is a shady business practice in an attempt to collect more unnecessary interest charges when the balance should have been paid off days ago. I am filing this complaint to make sure they expedite the process of them paying off my loan and attempt to reclaim the unnecessary interest being charged for the last 4 days.
Company Response:
State: CO
Zip: 80238
Submitted Via: Web
Date Sent: 2018-07-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-07-24
Issue: Closing an account
Subissue: Can't close your account
Consumer Complaint: I opened an account with Citizens Bank online in early XX/XX/2018. My account type was One Deposit Checking account. After a few days of opening the account, I found out that Citizens Bank did not intend to honor a sign-up bonus that I was interested in. So I called them to close the account. But every time I called them, I had to wait at least an hour listening to the hold music and still not getting any live human agent to talk to. After calling in about 4 times, I gave up. I visited their branch at XXXX XXXX XXXX XXXX, XXXX, NY XXXX and talked to a bank agent in person. She said she closed my account. But after returning home, I found out that I could still log in to my online account and neither did I receive any notification that my account was closed. Please close my account ASAP. Otherwise they would find another reason to charge me a fee next month!
Company Response:
State: NY
Zip: 13210
Submitted Via: Web
Date Sent: 2018-07-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A