Date Received: 2017-07-01
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: XXXX XXXX ( now citizens bank mortgage ) refused to refinance my mortgage since they want to keep the absurdly high interest rate on the books ( 8.125 % ). My credit score is almost XXXX but they continue to bully me into paying this high loan. My loan matures in 2020 and they wo n't leave my tackle the issue before then. They keep saying " call me 12 months before your loan matures ''. They know I have good credit and are just trying to collect the WELL ABOVE MARKET INTEREST RATE.
Company Response:
State: VA
Zip: 222XX
Submitted Via: Web
Date Sent: 2017-07-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-06-30
Issue: Improper use of your report
Subissue: Credit inquiries on your report that you don't recognize
Consumer Complaint: In the spring of last year I received a business call from Citizens Bank ( RSBC ) in the evening to discuss student loan refinancing options. After briefly discussing my options and potential loan amounts, the customer service representative said they would have a specialist in their student loan department contact me at a later date. After the call I decided I did not want to pursue refinancing with Citizens Bank. Upon review of my credit report this year ( free credit report requested from XXXX XX/XX/XXXX ) I saw that Citizens Bank pulled hard credit without my permission on XX/XX/XXXX.
Company Response:
State: MA
Zip: 025XX
Submitted Via: Web
Date Sent: 2017-06-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-06-30
Issue: Problem caused by your funds being low
Subissue: Non-sufficient funds and associated fees
Consumer Complaint: onXX/XX/XXXX I noticed my balance in my account was off by XXXX upon calling XXXX number to my bank they informed me that on the XX/XX/XXXX a debit transaction of XXXX from XXXX XXXX went through and put my account in the negative wich my account was not in the negative from this transaction and the two print outs i have attached should show this.
Company Response:
State: MA
Zip: 02180
Submitted Via: Web
Date Sent: 2017-06-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-06-28
Issue: Problems at the end of the loan or lease
Subissue: Problem with paying off the loan
Consumer Complaint: Hello CFPB, I have an auto loan with Citizens One Auto Finance with the last payment remaining. My complaint is that the final payment can not be made online as all previous payments have been made and must be mailed or submitted ( for a {$12.00} fee ) via their automated phone system. The payoff amount provided via the phone system increments by $ XXXX/day, so sending a check via regular mail does not seem an ideal option as customers may be subject to a late penalty. Furthermore, the final payoff notice did not include a payment envelope addressed to Citizens like the other 59 mailings we received through the life of the loan - this appears to be an extra measure taken to collect fee revenue.
To resolve the situation I contacted their customer service department at XXXX at approximately XXXX XXXX ET and was not provided an option to make a payment free of charge. I believe these conversations are recorded, so I encourage the Citizens One tem to review the recording. [ PERSONAL INFO - XXXX XXXX, Loan Number XXXX ] This practice seems to be deceptive and unfair and could yeild an undue profit for Citizens in aggregate at the expense of their customers. Thank you for your assistance.Company Response:
State: NY
Zip: 140XX
Submitted Via: Web
Date Sent: 2017-06-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-06-27
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: I previously submitted a complaint with the CFPB. I learned today from XXXX, through your office, my complaint was denied. She read me the letter from the bank 's representative, XXXX XXXX. I have talked with XXXX XXXX since my complaint was filed at least twice and he never mentioned the reasons for their denial. I am outraged and appalled. Never had the bank or any of its representatives mentioned to me that my loan was submitted through the Community Reinvestment Act ( CRA ). My loan, I learned today, was approved through XXXX as my income was " too high '' to qualify for the CRA. As a result, the {$2500.00} credit that was continuously stated on the bank loan documents is not being refunded. My closing costs were almost doubled to {$11000.00} due to the CRA denial ( $ XXXX {$2500.00} = {$6100.00} ). Not only that, but during my conversation s with XXXX XXXX, I pointed out the bank delayed the closing of the mortgage loan with continuous requests for multiple XXXX 's bank statements, pay-stubs from my wife, two P & S extensions from the sellers, which caused substantial extra costs for rental and condominium fees. I was fortunate this did not cause the sale to collapse. I 'm attaching previous documents submitted as well as additional information. I expect the bank to refund these additional fees and expenses which has resulted in substantial costs to close the loan in XXXX 2016. Not only that, they ignored my initial requests last year, on multiple occasions, which I also mentioned to XXXX XXXX. All his seeming assurances to me were apparently just a time stall tactic. I hope that this new complaint is speedily resolved to my satisfaction.
Company Response:
State: MA
Zip: 023XX
Submitted Via: Web
Date Sent: 2017-06-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-06-27
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: On XX/XX/XXXX at XXXX, I contacted XXXX XXXX by phone at XXXX because of undue hardship. I asked the representative what I could do to lower my payments because of unforeseen hardship and issues that arose in my life. Note : I never inquired about a forbearance. I specifically asked about lowering my payments. After being put on hold for a brief moment, the female representative returned and said " I have good news, you 're approved for a two month forbearance '' to which I replied that 's great. She explained to me that I was approved for a two month forbearance. She followed that by removing me off of auto-pay without my consent. I asked her when my next payment will be and she said XX/XX/XXXX. Before I got off the phone I confirmed the information again. I have a two month forbearance and my next payment will be on XX/XX/XXXX. In order to get back on auto-pay I would have to call a few weeks before the XX/XX/XXXX to give my auto-pay enough time to process.
I signed up for auto-pay from day 1 of my loan. In doing so, my interest rate dropped 0.25 %. Doing this saved me money each month as well as guaranteed that I would never be late for a payment. Before XX/XX/XXXX, I never miss a payment nor have I ever made a late payment. In fact I 've always payed anywhere between {$60.00} - {$100.00} over the minimum payment. I tried to resolve the problem with XXXX XXXX by calling them on multiple occasions. Below is a list of dates when I called :XX/XX/XXXX - Inquired about payment options. Again, I 'd like to emphasize that I never asked for a forbearance. The representative I spoke to brought it to my attention and said I was approved. I was told XX/XX/XXXX was my next payment. XX/XX/XXXX - Received a voice message that was hard to understand who and what the message was about. XX/XX/XXXX - Received another voice message that said my forbearance was denied. I did n't think much of it because I was specifically told by a real live confirmed XXXX XXXX representative that I was approved so I thought the phone call was a scam. Not only was I approved the rep went further and removed me from auto-pay because I was approved so I had no reason to believe or no way to confirm that this voice message was actually from XXXX XXXX. XX/XX/XXXX - I called Citizens Bank the lender of my loan at XXXX. I explained how I was approved for a two month forbearance, but I received a voice message saying that I was denied so, I was confused and not sure if the voice message was a scam, a real call or a robocall. The Citizens Bank representative agreed with me that my situation was odd and transferred me to XXXX XXXX representative while she remained on the line. The XXXX rep explained to me that the forbearance was denied even though I was told that it was previously approved. I was so confused. I explained to her that I did not have two months worth of payments that they were asking for. I set my budget according to what I was told. I also explained that I should not be held responsible for their mistake. If anything they should honor what they told me or try to work with me in getting the account back to good standing. I also argued that they called me after the XXXX. ( my due date each month ). In calling me after my due date my payment was going to be late regardless. The rep was not helpful. In fact she was rude and kept telling me they tried to call me. Just because they tried to call me does n't remove the fact that I was told that I was approved for a two month forbearance. I asked to speak to a supervisor who I believe was not a supervisor the female rep just transferred me to another representative who told me that the rep I spoke to in XXXX made a mistake in telling me I was approved. He then told me how I should try and call the Citizens Bank since they were in charge of the loan or try to refinance. He said they were n't able to do anything since they just serviced the loan. The call ended after about 1 hour with no resolution. I followed that phone call by calling Citizens Bank again in trying to see what could be done. The representative I spoke to said " they should n't be doing that. Call back and ask to speak to a supervisor. They 're trying to get you to refinance '' She said they were simply the originator of the loan, but XXXX XXXX should be able to help since they 're in charge of the loan. She told me that they should be able to help me. I called XXXX back at XXXX and asked to speak to a supervisor who again told me that they apologize but the rep I spoke to on XXXX XXXX made a mistake. I asked what could be done and was told that I had to pay or the calls and the reporting to the credit agencies would continue. I asked that the derogatory remarks be removed, but was told that they would n't remove any remarks. Again, nothing was resolved after hours on the phone and multiple calls to XXXX and Citizens Bank in one day. XX/XX/XXXX - I called XXXX XXXX at XXXX and had the call escalated to a supervisor after I could n't get anywhere with the rep. Again, I explained that I could n't make two months worth of payments and asked what could be done because I wanted to pay and understand that I have an obligation. By no means was I trying to not pay I just needed them to work with me especially since the mistake was on their part. And when they finally tried to reach me it was after my due date. The also said they sent a letter but I never received a letter. I also explained to them that even though I received a call from them it was incumbent upon me to verify who was calling me and to make sure it was n't a scam. I explained how I was receiving calls from other fraudulent student loan companies that I reported to the Federal Trade Commission so, just because they said they called I had to verify that it was real. Also, I had reason to believe it was a scam because I was told I was approved onXX/XX/XXXX. XX/XX/XXXX - I called XXXX XXXX and had the call escalated to a supervisor after not getting any help from the representative. Nothing was resolved. They were unwilling to work with me even though I was willing to work with them. I did n't make a mistake nor have I ever made a late payment in 5 years yet they refused to lend any help or try to work with me. It should be noted that they did not call me in a timely manner. I received a voice message 3 weeks after I was approved for a two month forbearance. In calling me 3 weeks after I was approved and after my due date they put me in a position to fail. XX/XX/XXXX - I called XXXX XXXX and spoke to another supervisor again. I asked that my auto-pay be put back on so I can receive my 0.25 % reduction since I never asked for it to be removed. I explained how it 's unlawful to do something on my account without my account. I was told that they could n't put me back on auto-pay until the account was current. Currently my payments to XXXX is {$740.00}. Before I was removed from auto-pay my payments were {$680.00} a month. So now because of their mistake I have to pay an extra over {$55.00} a month and late fees every month. I told them that I was confused how I was being penalized and asked to pay more money for a mistake that they made. Noting was resolved. I also asked for a full investigation be done on my account. XX/XX/XXXX - I called XXXX XXXX. Explained the situation again. Nothing was resolved.Company Response:
State: MD
Zip: 20772
Submitted Via: Web
Date Sent: 2017-06-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-06-27
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: Citizens Bank sent me a new debit card for my checking account indicating there was an issue with the card. They never identified the issue but I am assuming it was a security breach. I received the card and activated it but it did not work. I went to the branch in XXXX XXXX XXXX on XXXX XXXX to get this remedied. They claimed to have fixed the problem and I gave the card to my husband to leave town for XXXX with my children. He got to XXXX and the card did not work. HE HAD NO ACCESS TO OUR MONEY. I called the XXXX number XXXX XXXX and spent 30 minutes on the phone and was told the issue was fixed. He again tried to use the card and it did not work. I called the XXXX number on XXXX XXXX and spent 1 hour on the phone to get the issue remedied and was again told they had fixed it. My husband tried the card again and the again the card did not work. I called the XXXX number again on XXXX XXXX and spent another hour on the phone and was told they were sending me a new card by overnight mail. At this point my husband had to borrow money from a friend because he could not access our account that had over {$40000.00} in it. It is now Tuesday, XXXX XXXX and the card has not arrived despite assurances that I would have the card by Friday XXXX XXXX. I am again speaking to Customer Service and they are telling me the card has not been SENT!!! I am incredulous and can not believe that I do not have the card. I am now being told that their own fraud department continues to stop the card from being sent to me. The card was placed on fraud hold 4 times last week despite my calling each time and giving them every bit of information asked for. They can not explain why there fraud keeps stopping the card. This is an absolute abomination. I still have no card and no assurance that I will get a card anytime soon.
Company Response:
State: CT
Zip: 061XX
Submitted Via: Web
Date Sent: 2017-06-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-06-21
Issue: Problem caused by your funds being low
Subissue: Overdrafts and overdraft fees
Consumer Complaint: I had two transactions that are a result of {$35.00} overdraft fees applied because of transactions that are under {$10.00}. On XX/XX/XXXX I made a transfer transaction from my second checking account to the primary checking account. I transferred {$30.00} to my primary account. A {$6.00} purchase was made and my balance was {$23.00} for some reason I was charged a {$35.00} overdraft fee when my SSA direct deposit was posted on XX/XX/XXXX. This action could not be explained by the Bank. On XX/XX/XXXX a transaction came in for a preauthorized debit of {$10.00}. I made a deposit on XX/XX/XXXX XXXX where it showed a -XXXX where a overdraft fee was not applied. Shortly after I made the deposit a overdraft fee was applied but the account shows a {$15.00} balance that I thought was available.I tried to use the available balance to make a purchase and was declined. I contacted the bank and request a courtesy of returning my money and was told that I I will be charged a overdraft fee which was applied later in the day and a follow up overdraft message was sent to my phone shortly after. I understand their procedure but why not send a reminder that you have a negative balance and to make a deposit. The bank used to do that in the past but they are so hungry for taking money from people that are on a fixed income and I can not afford to give the Bank overdraft fees on a monthly basis. I would like to be advised if I can possible sue for not making customers aware of negative balances and choosing to charge overdraft fees any time of the day without warning. This resulted in a transaction that was denied because I was unaware of the overdraft charge until I called and discussed with the Bank. Shortly after speaking with the Bank they decided to send a overdraft message to my phone but it was too late I thought I was in the positive. Please help. Citizens Bank repeatedly charge overdraft fees and take away from customers that are on fixed income and deliberately taking money for overdraft fees.
Company Response:
State: PA
Zip: 19142
Submitted Via: Web
Date Sent: 2017-06-21
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-06-20
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: I am using XXXX , an app used to grant me access to my paycheck in advance. XXXX needs to be able to communicate with my bank in order to make sure I am able to receive my funds. XXXX has reported my bank delaying their response which effects how I get paid.
Company Response:
State: PA
Zip: 15235
Submitted Via: Web
Date Sent: 2017-06-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-06-20
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Citizens Bank purchased condominium insurance on my behalf after they had received the condo insurance. This is a fraudulent attempt to charge for a condominium insurance that is not needed as the condo insurance is already in place.
Company Response:
State: NY
Zip: 11238
Submitted Via: Web
Date Sent: 2017-06-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A