Date Received: 2017-03-21
Issue: Application, originator, mortgage broker
Subissue:
Consumer Complaint: I applied for my conventional mortgage through Citizens back on XXXX XXXX 2016. I was told I needed to go FHA due to the rent and deposit money. I was told it would take 45 days. Instead it took 13 weeks to close on my mortgage loan when I have EXCELLENT credit and I was very fast to respond to all requests within 24hrs providing all document and it still took 13 weeks. I had the seller threatening to end the sale because we were still not closed and at 12 weeks & still had not received a closing date. I would have lost over {$40000.00} on this home due to everything we put into the property while we were renting to own it for the last year until our previous home sold. It took over 4 weeks to get an appraisal, and the communication was very disappointing and unprofessional. All documents requested from me were provided within 24hrs every time unless it was something we needed from the seller who lives several states away but was still provided in a timely manner. The first mortgage person, XXXX quit and it seemed like my loan just got pushed to the side, then her boss XXXX took over and he never had any updates or seemed to know what was going on. Then I was told to work with a new employee, XXXX, who did n't return phone calls or email requests. I was also given a number for someone named XXXX, who I was told could help and apparently he was no longer with the company for the last three months. Just to give you an idea of how messed up this process was, I had XXXX ask me at the very end of XXXX to satisfy all of the open items from the appraisal I had in XXXX. I had to inform her that I had the appraisal in XXXX and all items were satisfied and approved by the appraiser and the report was sent to her on XXXX XXXX 2016. I even followed up with the appraiser to ensure the report was sent. Which it was and he stated that citizens even requested him to make changes to it. No one told me I needed a water test but I knew that would be required due to the FHA requirements and scheduled it and sent the results in. In late XXXX I had to resign several documents from XXXX because XXXX said they are not allowed to be signed electronically for FHA and I need to hand sign them all. Finally on XXXX XXXX it looked like we were going to FINALLY close and I was provided another closing disclosure to sign. Then on XXXX XXXX I get a call at XXXX that I would not be closing on Friday and the {$15000.00} credits that were supposed to be applied wo n't be and that I would not need the {$15000.00} in closing costs!? I signed several Closing Disclosures from XXXX through XXXX and all of them included the {$15000.00} credit and had closing costs less than {$1000.00}. Now after 12 weeks they just tell me " Oh wait you ca n't use that and you need to pay {$15000.00} in closing costs or you ca n't close. '' Back in XXXX I even verified with XXXX prior to purchasing my new appliances and he stated that the closing costs would not be anything more than the {$700.00} on the CD and that I would be perfectly fine purchasing my appliances as long as I did n't open any additional credit which I did n't, I paid cash for them. Now XXXX XXXX I had to return my new appliances, took money out of my XXXX, and looked into doing gift money. XXXX provided me with gift money forms. She NEVER said it had to be a family member. Then someone else got involved and told me it must be a major family member. I NEVER ask to borrow money from others and I broke down and asked a few family members. I was able to come up with enough, had the forms submitted and then they proceed to tell me I need to go back and ask for bank statements from all of them even though they had their bank account info. Now I am facing {$10000.00} attorney fees due to the amount of time it took with this very horrible unprofessional experience.
Company Response:
State: NY
Zip: 137XX
Submitted Via: Web
Date Sent: 2017-03-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2017-03-21
Issue: Managing the loan or lease
Subissue:
Consumer Complaint: I have/had a loan with Citizens One Bank, XXXX, RI, Loan Number XXXX. This loan was procured for me by XXXX of XXXX, New York when I purchased my vehicle from them in XX/XX/XXXX. The loan was for a XXXX. This is one of the diesel cars that XXXX claimed was a fuel efficient vehicle and which was proved not to be and there is a large claim and settlement for this fraud on the part of XXXX. I sold my car back to XXXX on XX/XX/XXXX and I have a letter stating that, as part of my settlement, XXXX will pay Citizens One the entire balance of my loan which at the time of the filing of the claim was {$19000.00}. XXXX did indeed pay the loan on XX/XX/XXXX, and I was told by Citizens One, when I called them to confirm the payoff, that XXXX paid more than the amount due. They were going to issue a check to me for the overdue payment. I received my lien release letter on XX/XX/XXXX, but no check was included with the letter. When I called to ask about the check, Citizens One informed me that the money sent to pay off the loan had been reversed but could give no explanation. I contacted XXXX numerous times and finally on XX/XX/XXXX, and they could not give me an explanation either, only to say it would take 10 days to get me an explanation. I did n't have 10 days because Citizens One expected me to pay the upcoming loan payment on XX/XX/XXXX even though I no longer own the car. I will be filing a separate complaint about XXXX but Citizens One refused to take any documentation from me for the proof of the responsibility for this loan payoff and XXXX and Citizens One are not speaking to each other, even though I have given XXXX the contact numbers and Citizens One refused to take any information from me. A loan dept supervisor named XXXX very nastily told me that Citizens One does n't care what happened to the car, that I am the owner of the loan, and that payment was due and my credit would be adversely affected. Yesterday, I received two conflicting letters from Citizens One. One letter claiming my loan was paid off and the other letter sending me a copy of the check XXXX sent to them which was returned because XXXX apparently put a stop payment on the check. Today, I tried calling all the numbers I could find for Citizens One and their automated phone service would not respond to any of the prompts. I tried each number 2-3 times and the computer generated prompts just kept repeating the prompt numbers, press 1 for ... .etc. No matter what prompt I pressed, the message just kept playing. I have a letter from XXXX stating they will pay off my loan and now the loan is in arrears because XXXX has completely screwed up this whole transaction. I would really appreciate an intervention by any party that can assist me with getting these two entities to talk to each other and stop jerking me around. I also need that loan paid off ASAP.
Company Response:
State: NY
Zip: 11743
Submitted Via: Web
Date Sent: 2017-03-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2017-03-20
Issue: Problems caused by my funds being low
Subissue:
Consumer Complaint: I wanted to state that my experiences with Citizens Bank have been ongoing practically since the time I joined in 2011. Three areas of concern entail not establishing a set normal withdrawal limit as well as an overdraft limit ( resulting in unnecessary charges ) and transitioning from just an NSF fee per occurrence to including a XXXX sustained fee then to a XXXX sustained fee charged in XXXX intervals totaling XXXX. Your assistance would be greatly appreciated in establishing a set policy instead of having the bank make changes without notifying consumers in advance. Thank you, XXXX XXXX Customer account XXXX
Company Response:
State: MA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2017-03-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: Yes
Date Received: 2017-03-20
Issue: Dealing with my lender or servicer
Subissue: Need information about my balance/terms
Consumer Complaint: From XX/XX/XXXX - XX/XX/XXXX, I was enrolled in a health professions program. I received Stafford, PLUS, and Perkins loans during that time period to finance my education. After completing 2.5 years of the program, I was dismissed due to a health condition. After the grace period of six months, I was unable to pay back the loan at the required rate due to unemployment or lack of funds. By XX/XX/XXXX, I had a steady job and consolidated my loans so that I could repay them. The total balance was XXXX. I have been paying on the loan consistently from XX/XX/XXXX to XX/XX/XXXX. In XX/XX/XXXX, I took advantage of a student loan refinancing offer from Citizens Bank and refinanced my loan. My balance at that time was XXXX. Today my balance is XXXX. I would like assistance in determining whether my current loan balance is accurate. It seems that after paying on the loan consistently for 15+ years that my balance should be lower.
Company Response:
State: PA
Zip: 19464
Submitted Via: Web
Date Sent: 2017-03-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2017-03-20
Issue: Identity theft / Fraud / Embezzlement
Subissue:
Consumer Complaint: i got a letter in the mail today from citizens Bank saying I was denied credit. The problem is that I never applied for credit card with them and furthermore I have had a fraud alert on my credit report with all XXXX bureaus stating that I have had people submitting fraudulent applications in my name and in case anybody applies for a credit card under my name to call me first and verify that is me before they run my credit!! Needless to say I never received a call yet they still ran my credit which severely impacts my credit score. when I tried calling them I just keep getting rerouted and rerouted from Department to Department until eventually I got a departmnent that was closed!! This should be illegal ... what is the whole point of a fraud alert if they do n't follow the rules??!!!
Company Response:
State: CA
Zip: 91423
Submitted Via: Web
Date Sent: 2017-03-21
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: No
Date Received: 2017-03-18
Issue: Problems caused by my funds being low
Subissue:
Consumer Complaint: I work XXXX hours a week. After public transportation costs and taxes, I TAKE HOME half of what I make. When the bank removes the indefensible {$110.00} dollars in fees for the bank policy, infringement of less than {$1.00} ( or MAYBE just over that - I can not tell ) and after paying for winter heat - this is when my account hits XXXX cents which, is the total sum it resides at now. I will not be able to get to work as paying the train fee of {$21.00} a day - is now, impossible. I 'm sure banks have a renewed sense of delight over the new president whom is set to roll back any moral, ethical ( Dodd.Frank ) or even HUMAN sense of offering banking services to anyone except the ultra-rich/1 % or people to busy grinding out a life in this country to fight with banks each month or each fee. XXXX help us and CFPB.
Company Response:
State: RI
Zip: 02909
Submitted Via: Web
Date Sent: 2017-03-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2017-03-17
Issue: Deposits and withdrawals
Subissue:
Consumer Complaint: on XX/XX/XXXX I made a deposit to my XXXX acct. at citizens bank for XXXX the teller made a mistake and wrote XXXX I told her it was XXXX they made me come the next day so they could fix the mistake. They deposited XXXX into my acct. I assumed all was good but 5 months later XX/XX/XXXX they debit my acct for XXXX saying their was an encoding era and they never received the funds from my deposit they then took what funds were in my acct. and said I owed the balance. XX/XX/XXXX is when looked at my acct. online and was beside myself. I lost a days wages a check bounced on me and i could not pay my subcontractors. Their is something seriously wrong with doing this 5 months later what if i could not contact the customer to be reimbursed the funds or he died. how would i be able to fix this without major implications to me and my family. I want something to be done about this!
Company Response:
State: PA
Zip: 19087
Submitted Via: Web
Date Sent: 2017-03-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2017-03-15
Issue: Cont'd attempts collect debt not owed
Subissue: Debt was paid
Consumer Complaint: I have contacted RBS Citizens on several occasions regarding my title. I am being told that my automobile is listed in repossessions. RBS citizens repossessed my vehicle over a year ago and payment was current. They refused to bring my vehicle back and I had to go pick it up due to their error. I contacted their corporate office today and was informed my vehicle was shown as paid off. When I asked about the title I was transferred again to repossessions. This even shows as a closed account on my credit report. I have found unexceptional mistakes that RBS citizens has made with consumer accounts. They expect consumers to just take it. The last payment was made in XX/XX/2016. I have not received a statement since and have been awaiting my title. Corporate shows it as paid off and my credit report shows this account as closed. RBS Citizens have been trying to avoid me and their mistakes are not my fault.
Company Response:
State: MS
Zip: 39211
Submitted Via: Web
Date Sent: 2017-03-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2017-03-14
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: I have a mortgage ( original Charter One Bank ) now serviced by Citizens One XXXX. The loan is a XXXX ARM with an interest rate of 2.500 %. About a year ago Citizens One contacted me and asked why I was making payments on the XXXX day of each month instead of earlier. The terms of the note provide no late charge if paid by the XXXX day of month. I complained that this was sort of like harassment - but changed the monthly payments to XXXX to not hear about this again. A few days ago I received a mortgage statement showing an " overdue Payment '' of {$980.00}. The statement is dated XXXX XXXX, 2017 and does not include any late charge. This seems like a wrongful attempt to obtain payments before the agreed due date. If this is systematic I hope CFPB can investigate and demand they stop.
Company Response:
State: IL
Zip: 60467
Submitted Via: Web
Date Sent: 2017-03-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2017-03-13
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: I received in the mail from my mortgage company Citizens One Home Loans, a document stating that I owe {$2300.00} on Escrow. My loan is set up for me to pay my own taxes. I paid my summer taxes on time, but I did n't pay the winter taxes until after they where due. When I realized it I paid them as well. I send them a copy via fax, proof of payment, with the loan number, and the parcel numbers on them. Now I have received from them on XX/XX/XXXX a new letter stating that, I will have to pay and additional {$190.00}, because they have not gotten proof, of payment of my XX/XX/XXXX taxes, which was sent XX/XX/XXXX. They are now saying that I need to pay the additional payment until they can research the information, and the next payment must include the additional {$190.00}, on my account will reflect partial payment and it will be reported to the credit burial. Thank you XXXX
Company Response:
State: MI
Zip: 482XX
Submitted Via: Web
Date Sent: 2017-03-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No