Date Received: 2017-03-13
Issue: Application, originator, mortgage broker
Subissue:
Consumer Complaint: I was charged {$490.00} for a mortgage application that should not have been sold. Loan Officer XXXX sold me an application for a mortgage that Citizens later said I was not qualified for, information the loan officer knew. He used deceptive sales tactics to get me to apply, which included lowering fees more than competitors and dropping contingencies - all despite knowing I could not even qualify! In addition, the loan officer did not even keep to contractual deadlines or keep in any regular communication with myself, the client. The deadline problem did not only occur with the application in question but also a previous and different mortgage with myself, the same client. I did not have a good experience with Citizens on either my original mortgage closing or my application for a second mortgage. I communicated with Citizens about getting a second mortgage because the bank had all my information and therefore could quickly tell me about what type of loan I could purchase, or whether or not I could even qualify. I was not informed that I did not qualify for the ( conventional ) mortgage I applied for until after the mortgage commitment date was due! Even my realtor, XXXX, had trouble getting XXXX to keep in regular contact. On the day of the mortgage commitment he had to hear from XXXX boss, XXXX, about why there was no mortgage commitment from the bank on the day due! I applied for a conventional mortgage to move to a different house in the same neighborhood but was told, after passing the mortgage commitment date, that for the loan to still move forward it would have to change to an investor mortgage. The reason given being the loan may not pass Fannie Mae rules, rules that the loan officer claimed he had not and could not have had any knowledge of, despite working the industry for 20 years, closing about XXXX loans a year, and had all my information from a previous closing in which he could have asked underwriting before getting me to sign the application! Afterwards, I filed a formal complaint with XXXX with the Office of the Chairman who promised a thorough investigation but came back saying Citizens did nothing wrong. She claimed the loan officer properly informed me about why my application could not be approved. The bank is basically lying and trying to walk back their mistake because I clearly told the Office of the Chairman - with evidence - that the loan officer did not communicate any problems or issues with my application until after the mortgage commitment deadline was passed. They wanted to change what type of mortgage I was applying for, all after the fact, when they should have know prior to formally applying that my application could not be approved! It was very clear that the bank should not have attempted to sell an application since they had information available that it could not be approved, especially to a long time customer.The bank, especially the loan officer, did not act in the best interests of the customer as they charged me for unreserved services.
Company Response:
State: PA
Zip: 18951
Submitted Via: Web
Date Sent: 2017-03-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2017-03-11
Issue: Money was not available when promised
Subissue:
Consumer Complaint: I had an emergency situation to transfer money to someone in XXXX XXXX. I choose the wire transfer methods as this is the fastest method to transfer money. I worked with XXXX ( Branch Manager ) in Citizens Bank XXXX XXXX branch inside XXXX XXXX. After understanding all the information for the recipient bank and intermediary bank XXXX processed the wire on XX/XX/2017 and he informed me that the money will be in recipient account on XX/XX/2017. I did express the urgency of this and he assure everything will be ok. Until today XX/XX/XXXX the recipient has not received the money. When I called XXXX he said he has put a tress on the transfer. I called him every day and he could not get any response on where is the money until today. He gave me the number for wire transfer department. I called them every day and they have no idea where this money went. I transfer XXXX dollars and they ca n't find this money. They could not provide any estimated date when they will have any information available for me. There answer is they do not have any updates and it may take several days to investigate. I have told XXXX and XXXX XXXX ( wire transfer manager ) that it is costing me {$500.00} per day in penalties/inconvenience fees for each day the money get delayed. Unfortunately this bank took nothing seriously and keep telling me that they ca n't do anything at this point.When intermediary bank response they will contact me. The Citizens bank should be responsible for my money and for their process and for agreement with their intermediary bank. I ca n't be responsible for their miscommunication and ignorance. I do not deal with their intermediary bank. How can I be responsible for communication between them. when I asked them if I can talk to some serious level person at Citizen bank they said they will escalate but I have not received any other information or solution for the problem. Please help me to find my money and help me to pay this additional charges that incur because of Citizen Bank process and inefficient dealing.
Company Response:
State: OH
Zip: 44136
Submitted Via: Web
Date Sent: 2017-03-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2017-03-11
Issue: Account opening, closing, or management
Subissue:
Consumer Complaint: I spoke with the bank Representative around XX/XX/2017 to request a payout information for my HELOC ( Home Equity Line of Credit ). The bank representative never disclosed to me about any fees whatsoever. A few days after that I notice a {$25.00} fee assessed by the bank.
Company Response:
State: IL
Zip: 60563
Submitted Via: Web
Date Sent: 2017-03-15
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: No
Date Received: 2017-03-10
Issue: Problems caused by my funds being low
Subissue:
Consumer Complaint: In XX/XX/2017, I terminated the services of XXXX and switched to XXXX. Knowing how companies are, I thought it would be in my best interest to stop payment on any future funds they decided to take. I went to Citizens Bank on XXXX/XXXX/17, in person, and paid the {$35.00} to stop payments to them. I was told I was all set. On XXXX/XXXX/17, Citizens allowed them to withdraw {$600.00} from my account. I called Citizens on XXXX/XXXX/17, and I was told the money would be put back by the following morning. On XXXX/XXXX/17, I was still overdrawn because of that charge. I called Citizens Bank again, and I was told they had to file paperwork which would result in waiting another 10 days for the money to be returned. They did offer their apologies for the inconvenience. However, when I had to tell my landlord that I could n't pay my rent for another 10 days I informed him that Citizens Bank extended their apologies. Surprisingly, that did n't fly. Now, to add insult to injury, they 've charged me a {$35.00} overdraft fee. I paid the stop payment fee well before this {$600.00} charge was presented. They XXXX, not me. They did n't fix their error in a timely manner, and they charged me for their error.
Company Response:
State: NH
Zip: 038XX
Submitted Via: Web
Date Sent: 2017-03-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2017-03-10
Issue: Deposits and withdrawals
Subissue:
Consumer Complaint: On Friday XX/XX/XXXX I deposited XXXX ( several checks ) into my business account at citizens bank in XXXX inside of XXXX. The bank deposited XXXX some odd dollars instead of XXXX. Right away I went to the teller and said you gave me too much money. He said it was friday and to come back monday and we could remove it. I went back monday it was n't there, tuesday it was n't there. Thursday I went back and to my suprise they withdrew the money ALONG WITH MY DEPOSIT. Now if i would n't have checked they would n't have told me??? If i would have kept that money it would be theft. Why were they allowed to take MY money from MY account and NOT notify me?? They still have NOT given my money back. they told me I had to go back saturday to fill out paper work??!!! to get MY MONEY? And from there it could take days. I want to file a complaint as they were not permitted to go into my account. how many other peoples accounts do they do that with???? I consider this theft and want my money. I should not have to wait
Company Response:
State: PA
Zip: 151XX
Submitted Via: Web
Date Sent: 2017-03-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2017-03-09
Issue: Incorrect information on credit report
Subissue: Public record
Consumer Complaint: Hello I am disputing XXXX different hard inquiries on my credit report from 2015 from Citizen 's bank which are currently negatively impacting my credit. I have tried to handle the matter with the bank directly by sending a letter to dispute the inquiries with no response. I at no time during this period of time applied for credit with Citizen 's bank and there should be no inquiries reflected from this company during that time period. Therefore, I am asking to have these inquiries removed from XXXX of the major reporting bureaus.
Company Response:
State: OH
Zip: 44305
Submitted Via: Web
Date Sent: 2017-03-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2017-03-07
Issue: Making/receiving payments, sending money
Subissue:
Consumer Complaint: Unfortunately, I have a XXXX complaint to file in less than a full year against Citizens Bank, NA for awful banking policies and payment schedules. Again, I feel as though I am being taken advantage of by an institution in which I put my trust for my banking needs and services. To make a long story short, I set up some authorized debits for payment to other service providers during the week of XXXX. In fact, the XXXX providers in which I was scheduling payment for was XXXX services and Citizens Bank Credit Card services. Both of these payments were scheduled and processed on Thursday, XXXX XXXX. Of course, Citizens processed their credit card payment immediately, which posted to my account the following day on Friday, XXXX XXXX, 2017. Unfortunately, they withheld the payment to XXXX and placed the payment in my authorized holds and funds on my account. Well, the weekend passed, and the payment had still not posted on Monday, XXXX XXXX, 2017. It seemed as though my payments to other institutions were frozen, despite having had more than enough funds to make the payment. Fast forward to today, Tuesday, XXXX XXXX. I woke up and checked my account, as I am expecting a paycheck to clear and be posted to my account. To my surprise, the payment to XXXX is posted and processed for Monday, XXXX XXXX, 2017. Lucky for Citizens, this immediately over drafted me. Normally, if a payment posts to my account that will normally overdraft me, I have until XXXX that same evening to post a payment and bring my balance to the positive. Unfortunately, I was not given this opportunity, nor was I alerted that the processed payment to XXXX was posted. Instead, I was able to see the payment the day after it was supposedly processed to which I also received a overdraft fee attached. I have not encountered this particular set of circumstances in the past, and I am surprised that Citizens would actually allow a policy that causes so much confusion and frustration to stay in place. This is also not to mention that I have Overdraft Protection on my account to keep my purchases from going over my available funds. Once again, I feel like I have been duped by a large banking institution based on their inability to communicate proper payment schedules. Additionally, it is disheartening to know that they do not have the integrity to process payments in a timely manner to prevent these types of situations from reoccurring. It would be one thing if all of my pre-authorized debits had been placed on hold and processed on XXXX XXXX, but it is clear that Citizens gave their own payments priority over another institution 's to the extent that when they finally processed my payment to XXXX it was inevitably going to overdraft me. This is especially concerning due to the fact that the payments did not even show up on my posted payments, holds, and funds on citizensbank.com. In essence, there was no way to prevent an additional charge or payment from generating an overdraft, because the calculated funds left in my account were not accurate or up to date.
Company Response:
State: RI
Zip: 02861
Submitted Via: Web
Date Sent: 2017-03-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2017-03-07
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: My mortgage company has not paid my Real Estate Taxes out of my escrow after stating it would be paid. My tax bill is now past due and I can not get any response or help from them. THe bank is Citizens One
Company Response:
State: MD
Zip: 211XX
Submitted Via: Web
Date Sent: 2017-03-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2017-03-06
Issue: Account opening, closing, or management
Subissue:
Consumer Complaint: Starting on XXXX XXXX, Circle Gold Checking Accounts at Citizens Bank no longer allowed 6 foreign ATM transaction fees per month. The only way that I found out about the change was that the fees showed up in the online banking system. I complained to them about the change without notice and they pointed me to the memo section of the XXXX 2016 statement which is only visible if you know to go looking for it. It was not on any other statement or sent as a message in the online banking system, so there was no way to assure that people were aware of this change which would impact them, I consider it a bait and switch. With the push for paperless statements, which you have to pay otherwise, a dedicated message should be sent to people through the online system in the months leading up to a change that will cost the account holder money.
Company Response:
State: PA
Zip: 19382
Submitted Via: Web
Date Sent: 2017-03-06
Company Response to Consumer: Closed
Timely Response: Yes
Consumer Disputed: No
Date Received: 2017-03-04
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: I have a mortgage with Citizens One Home Loans which commenced in XXXX 2016. The mortgage amortization schedule was incorrect established at inception which they acknowledged. However I believe they made errors when recasting and adjusting the payments which caused inaccuracies in my 2016 YTD principal, interest and escrow balances. I have been trying to obtain resolution for several weeks but despite several requests for them to review my 2016 payment profile, they have not yet responded. Most recently I have been in touch with XXXX XXXX in the Chairman 's Office, who promised to get back to me within a few days, but over 2 weeks later I still have not heard back despite calling him on 2 further occasions.
Company Response:
State: NC
Zip: 280XX
Submitted Via: Web
Date Sent: 2017-03-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No