Date Received: 2017-05-08
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: XXXX XXXX - received pre-approval for the amount of $ XXXX from Citizens Bank board a mortgage we wished to purchase. Th e Purchase price of th e house was $ XXXX ; we were paying the balance in cash. XXXX XXXX - entered P & S o n house for amount above putting down $ XXXX earnest money. Began formal application process with Citizens Ba nk for $ XXXX . Closing date was XXXX XXXX XXXX . XXXX XXXX XXXX - supplied information to Citizens Bank as requested, but requests become more difficult to furnish and understand as they required explanations that were never satisfactory though we were not informed what the issue was. XXXX XXXX XXXX - Citizens Bank d id not meet its commitment to issue the loan causing us to lose our $ XXXX earnest money. Evidence of assets, sufficient availability of cash for closing and wherewithal to make mortgage payments were furnished. XXXX XXXX XXXX - received via USPS a Statement of Credit Denial, stating we were denied the loan due to " Insufficient Assets or Cash ''. Note we had both sufficient funds and cash to close the deal, which has been attested to by our realtor, personal banker and attorney. Note : First of all th e credit was not denied. We never received any credit denial notice. In fact, after the closing date had past, they continued to try to extend us credit. Second, there was no insufficiency of cash. We had ample cash resources to close without the loan. Third, the statements are false and clearly negative and will raise questions for any future loan transaction. Insurers also check my credit and set rates accordingly and could increase rates for such things as lack of cash.
Company Response:
State: MA
Zip: 02360
Submitted Via: Web
Date Sent: 2017-05-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-05-07
Issue: Incorrect information on your report
Subissue: Public record information inaccurate
Consumer Complaint: After chapter XXXX completion my credit report should show this debt as closed with a XXXX balance. Please review the following documents. I recently completed my chapter XXXX and all creditors should be listed correctly with a XXXX balance. Review carefully and follow the law. This debt was discharged in XXXX and should show closed and XXXX balance. This company intentionally sent out an update after discharge that had inaccurate information.
Company Response:
State: OH
Zip: 45040
Submitted Via: Web
Date Sent: 2017-05-08
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-05-07
Issue: Problem when making payments
Subissue: Problem during payment process
Consumer Complaint: Hi - In XXXX 2016 I o pened a credit card with Citizens Bank and I was under the impression that I had enrolled in auto pay. From XXXX 2016 thr ough XXXX 2016 I ma de additional payments which I thought cancelled out the auto payment - so I did not verify that Citizens Bank had successfully enrolled my account in auto payment. To my surprise I started receiving collection calls in XX/XX/XXXX from Citizens bank asking for a payment to bring my account current. I made a payment on XX/XX/2016 so it surprised me that Citizens had sent me to collections to obtain a {$41.00} dollar payment for the XX/XX/XXXX / XX/XX/XXXX statement cycle even though I made a {$1200.00} payment. On XX/XX/2016 I noticed that I had received late fees o n XX/XX/XXXX & XX/XX/XXXX so I called the XXXX number on the back of the credit card. They admitted responsibility for the error and waived XXXX fees. I inquired about the impact to my credit and after being transferred about three times I was connected to a representative in the credit reporting department and he assured me that there would not be a negative impact to my credit. In XX/XX/XXXX I checked my XX/XX/XXXX score and to my surprise my credit score had dropped from a XXXX to a XXXX fro m XX/XX/XXXX to XX/XX/XXXX du e to Citizens Bank claiming my account was past due. Over my whole credit history this has been the only late payment reported to the XXXX bureaus. This missed payment was not as a result of any financial hardships as I was making payments at the same time to other credit cards and loans - This clearly was an error on Citizens Bank and I am paying the price. This has resulted in my credit limits being effected on all my credit cards along with having the potential to hurt my future prospects of obtaining credit. Over the last month I have carried on a extended conversation with the " office of the chairman department '' at Citizens bank. Unfortunately I received a letter that left me very dissatisfied - They pushed the blame on me and refused to reverse the adverse credit impact.
Company Response:
State: NY
Zip: 131XX
Submitted Via: Web
Date Sent: 2017-05-07
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-05-05
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: This account was my second mortgage. It has been paid in full; however, the lien holder states that the payments were late. I went through a Deed in Lieu with this mortgage company and the payments were slowed because of that. Please have all late dates and times removed from my XXXX and XXXX reports. CITIZENS ONE HOME LOANS XXXX XXXX XXXX XXXX XXXX XXXX, VA XXXX XXXX XXXX Date Opened: XX/XX/XXXX Responsibility: Individual Account Account Type: Mortgage Account Loan Type: SECOND MORTGAGE Date Updated: XX/XX/XXXX Payment Received: XXXX Last Payment Made: XX/XX/XXXX Original ChargeOff: XXXXXXXX Pay Status: >Account paid in Full; was a Charge-off< Terms: XXXX per month, paid Monthly for 180 months Date Closed: XX/XX/XXXX >Maximum Delinquency of 120 days inXX/XX/XXXX and in XX/XX/XXXXfor XXXX< High Balance: High balance of XXXX from XX/XX/XXXX toXX/XX/XXXX; XXXX from XX/XX/XXXX toXX/XX/XXXX Estimated month and year that this item will be removed: XX/XX/XXXX XX/XX/XXXX XX/XX/XXXX XX/XX/XXXX XX/XX/XXXXXX/XX/XXXX XX/XX/XXXX XX/XX/XXXX XX/XX/XXXX XX/XX/XXXX XX/XX/XXXX
Company Response:
State: TN
Zip: XXXXX
Submitted Via: Web
Date Sent: 2017-05-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-05-04
Issue: Managing the loan or lease
Subissue: Billing problem
Consumer Complaint: On XXXX XXXX , XXXX at XXXX XXXX . EST, I contacted Citizens B ank regarding my inability to pay my loan for a XXXX XXXX XXXX . The payment is due on the XXXX of the month. I was told by a representative of the bank that their systems were being revised and that they would be not be able to process a payment until this week. I was also told that our automatic payment system would be revised on XXXX XXXX , XXXX . I was given a reference number : XXXX , and told that fees for a telephone payment would be waived. With this information, I assumed that the payment would be deducted on XXXX XXXX . It was not. I contacted Citizens Bank today, and I was told that they did not have any record of the conversation and that the reference numbe r I submitted did not substantiate anything. I was further told that the fee would be waived, as the website was still not working ( more on that ). After being transferred to a supervisor, I was told that the website does work and was given instruction oh how to use the website as four additional numerals are required in addition to my account number. I then asked about forced interested that I had to pay as a result of the computer problems. The supervisor said I was too stupid to use the website correctly. I ended the call shortly thereafter. I am unaware and have no confidence that the telephone payment fee will be waived, that automatic debit payments will occur, and lost interest that I was forced to pay to this company will be returned. This company claims the following information to be true : Citizens Bank is a brand name of Citizens Bank, N.A . ( NMLS ID # XXXX ) and Citizens Bank of Pen nsylvania ( NMLS ID # XXXX ). Citizens Bank corporate headquarters : XXXX XXXX XXXX , XXXX , RI XXXX
Company Response:
State: WV
Zip: 26501
Submitted Via: Web
Date Sent: 2017-05-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-05-04
Issue: Managing an account
Subissue: Funds not handled or disbursed as instructed
Consumer Complaint: On X/XX/17 there were XXXX fraudulent withdraws each for {$5000.00} from my C itizens Bank checking account at XXXX separate Citizens B ank branches ( XXXX , RI and XXXX , RI ) between the hours of XXXX and XXXX ET. I have never visited the state of Rhode Island and did not authorize these withdraws. I noticed the transactions myself ( I was not alerted from the bank ) on the morning of X/XX/17 . At XXXX XXXX ET on XXXX I called XXXX to report this activity. The call lasted for 19 mi nutes and the male customer service representative I spoke with said that the withdraws were done in person at XXXX separate branches in Connecticut ( I later found out they were actually done in Rhode Island ) and that because of this he could not freeze my account and recommended I go in person to close that account and open a new account. He did file a case ( can be provided ) with their fraud department for me. He explained they would be reaching out if they had any questions and I would receive my money back withi n 7 to 10 business days. After hanging up, I drove to my local Citizens Bank branch in P A and arrived shortly after it opened at XXXX ET. I spoke with XXXX XXXX who assisted in XXXX out the remaining balance and transferring it over to a new account. XXXX also explained that the signature on file for these XXXX withdraws did not match my signature. XXXX was extremely helpful in calming me down and reassuring me that I would get my money back. This is a joint account with my fianc and once he returned home we both went back to the XXXX branch to add him onto the new account. On X/XX/17 I submitted an identity theft report ( can be provided ) with the Federal Trade Commission. On X/XX/17 I had not heard anything from anyone at Citizens Bank and therefore called XXXX at XXXX ET. I was transferred to several different departments and finally sent to a voicemail in which I requested an update on my case. I then called my local branch at XXXX ET to see if they could assist and reached XXXX ( XXXX XXXX manager ) who said she would research the issue. At XXXX ET I received a call from XXXX and spoke to them fo r 12 minu tes. The first person I spoke with could not provide an update on my case and transferred me to a person named XXXX who said something to the effect of Citizens Bank is unable to confirm that you did not withdraw the money. I asked for additional details around their investigation as well as their recommended next steps. XXXX was very hesitant to provide any information. XXXX explained a letter was mailed to me on XXXX and the case was closed on X/XX/17 . ( Note : This is not a typo. Those are the dates that XXXX provided me. She stated the letter was dated on XXXX however, the case was not closed until the following day ). At this point I had not received the letter that XXXX was referring to. XXXX also said I would need to fax a signed affidavit and request to reopen the case. When I asked XXXX to confirm the case #, XXXX had 2 different case numbers than what was originally provided to me on X/XX/17 by the initial male customer service representative I spoke to when reporting the theft ( both can be provided ). I asked who I should contact if I had additional questions and XXXX said " You can call the XXXX number again. '' I then asked for a specific contact person and XXXX said " You can ask for XXXX . I 'm the only XXXX . '' At approximately XXXX ET, my fianc and I went to our local branch where XXXX XXXX helped in reopening our case, including a signed affidavit from me. XXXX was visibly frustrated by what happened and kept assuring me this was fraud and I would receive my money back within 72 hours at the earliest and up to 10 business days. When my fianc and I returned home, we had a letter in the mail addressed to only me from Citizens Bank dated X/XX/17 confirming a maintenance request you recently made, either to change your telephone num ber and/or address, or to complete a signer or account title change. There is no information as to what specific account the maintenance change is referencing. I did not authorize any of the above updates for the original account which had the fraudulent charges. I did authorize for my fianc to be added to the new account that needed to be created with the remaining balance after XXXX out the original account. On XXXX I received the letter from the Claims Services department dated X/XX/17 stating Your claim has been reviewed and determined to be invalid. Therefore, your claim has been denied. which was signed by XXXX XXXX . The letter was post marked on X/XX/17 and was addressed to both my fianc and I. However, inside the letter is directed only to my fianc , who was not the one who opened the case. Similarly, the telephone number provided was XXXX which when I called, does not mention any affiliation with Citizens Bank. On X/X/17 I had not heard anything from anyone at Citizens Bank and have submitted a business complaint with the Federal Trade Commission ( XXXX XXXX XXXX XXXX XXXX ) as well as filed a police report ( can be provided ). I also called the Rhode Island FBI Office and spoke with XXXX XXXX from the fraud department. He said he will be reaching out to Citizens Bank to learn more. On XXXX / XXXX / XXXX I have still not heard anything from anyone at Citizens Bank and therefore called for an update. I learned my case was closed again and was given little information about why or what to do next. Your assistance and guidance with this investigation is greatly appreciated.
Company Response:
State: PA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2017-05-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-05-04
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: On XXXX of XXXX , I felt I had no choice but to walk away from my townhouse located at XXXX , California. I had XXXX purchase mortgages for this townhouse, a primary and a secondary. Both were originated by the now defunct XXXX XXXX XXXX , both allegedly transferred over to XXXX XXXX XXXX at about XXXX XXXX , and around XXXX XXXX , the primary mortgage servicing allegedly went to XXXX XXXX and the second mortgage allegedly went to CCO Mortgage. XXXX XXXX and CCO Mortgage were still servicing my primary and secondary mortgages, respectively, when I defaulted. I was told by XXXX XXXX that I did not qualify for any of the HAMP or HARP programs, nor did either XXXX XXXX or CCO Mortgage provide any assistance in regards to a short sale nor a deed-in-lieu. XXXX XXXX foreclosed on the townhouse in XXXX XXXX . On XXXX of XXXX , I applied for a FHA mortgage since it appeared I would quality after just three years after a foreclosure. Through this process I found out the CCO Mortgage had since changed its name to Citizens One Home Loans and was continuously sending all three credit reporting agencies information that I still owed them {$41000.00} even though California is a non-recourse State. The credit union where I was trying to obtain the FHA loan through tried to assist by contacting XXXX XXXX XXXX who ended up conferencing me in with Citizens One Home Loans to request that the Amount Past Due to updated to $ XXXX since my property was foreclosed on. The representative at Citizens One Home Lo ans stated that I still owed the loan, but that they will not try and collect, and that they will continue to make that claim fo r 7 to 10 add itional years. In addition, Citizens One increased th he Balance Amount to {$55000.00} after this interaction and continues to increase the Balance Amount on a monthly basis. I had filed a dispute with Citizens One and all XXXX credit agencies on XXXX XXXX , but all that resulted was for the XXXX credit agencies to put a fraud alert on my credit report and fo r Citizens One to exceed the 30 day response period with a " We are still investigating '' letter. Citizens One has also exceeded the 15 day extension, which they should only have gotten had they received new information, which I do not believe has occurred. Citizens One is playing games with the Fair Credit Reporting Act and claiming that I con tinue to owe them funds when the debt should have been cleared after foreclosure, based on California 's anti-deficiency rules. Please help. Thank you.
Company Response:
State: CA
Zip: 92056
Submitted Via: Web
Date Sent: 2017-05-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-05-03
Issue: Getting a credit card
Subissue: Card opened as result of identity theft or fraud
Consumer Complaint: XXXX XXXX 2016 an inquiry was placed on my XXXX Credit report but I have not applied for any type of credit wit h Citizens. P lease remove the inquiry according to FDCP and federal regulations.
Company Response:
State: RI
Zip: XXXXX
Submitted Via: Web
Date Sent: 2017-05-03
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-05-03
Issue: Managing an account
Subissue: Fee problem
Consumer Complaint: On XXXX I unknowingly overdressed my account by XXXX cents. On Tuesday XXXX a {$50.00} deposit had funds available, at XXXX XXXX I double checked my account balance then went to get groceries. On the morning of XXXX I woke, checked my account and saw that I was charged an overdraft. I called the bank, the representative explained to me I overdrew my account by XXXX cents on Monday. Overdraft fee # 1 was charged on XXXX ( which must have been after XXXX XXXX, because I checked my account and went to get groceries ). She then told me that another overdraft fee is going to be posted to my account because I used the funds from overdraft # 1, which then overdrew my account again and set me up for overdraft # 2. I asked if there was anyway I could dispute these and the domino effect that is following, she explained there was nothing I could do and then went on to sell me all the overdraft services. I 'm upset that XXXX cents is costing me {$70.00} and I 'm upset that if an overdraft fee is charged, it 's not posted in a timely manner or that I 'm not notified in a timely manner so I can avoid future charges and the domino effect that could happen.
Company Response:
State: MA
Zip: 02721
Submitted Via: Web
Date Sent: 2017-05-03
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-05-02
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: i made a deposit on XXXX / XXXX / XXXX for XXXX my bank put a hold wo notifying me in writing or verbally and then extedned the hold so the check has been on hold for weeks and i filed a complaint with the office of the chairman the lady called me was acting dumb and rude and telling me the bank the check was drawn on has not paid them and i told her otherwise she accused me of lying and told me to go back where i came from, i got proof the check was cashed and the bank was paid and they still have a hold and there refusing to release my money i bebelieve its because im XXXX bc the lady told me to go back where i came from, i need help i need my money released, this bank is commiting fraud and illegal activity, she also claimed its bc the check is not in the same name as account will thats XXXX they accepted the deposit and i have a check cashing license and this check belongs to my llc for the property for this same business and its a new excuse everytime enclosed you will find proof this bank is commiting fruad they where paid the next day for this check there using my money and holding my money wo paying interest and i had retured credit card payment fees that i paid from this checking acct they returned and charged me and they charged me im out like XXXX plus XXXX
Company Response:
State: FL
Zip: 33647
Submitted Via: Web
Date Sent: 2017-05-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A