Date Received: 2017-02-10
Issue: Application, originator, mortgage broker
Subissue:
Consumer Complaint: I am filing a complaint against Citizens Bank of XXXX. Citizens Bank currently holds the primary mortgage on my home. Approximately 6 months ago, I received an unsolicited call from a Citizens Mortgage Loan Originator named XXXX XXXX out of XXXX, XXXX in regards to refinancing my current mortgage. She provided a rate approximately 3/4 point lower than my existing loan. She sold me on the refinance based upon lowering my monthly payment in addition to providing a no-cost closing. I started the process. A couple of weeks later, I received a call from her boss, XXXX XXXX, sharing that XXXX was a new employee, I was her first client and she miss-quoted the 30-year fixed mortgage rate. It was 1/2 point higher than what she quoted. He explained that it was still close to 1/2 point under my current rate thus it was a good idea to move forward. He assured me that he would make it " worth my while '' to move forward based upon the error and would make some additional adjustments on the closing documents. I explained that I would still move forward but since Citizens Bank holds my current mortgage and as a business owner I understand the amount of paperwork normally involved, I asked if Citizens Bank could expedite the process. Both XXXX and XXXX assured me of this from a time and paperwork standpoint. Six months later the process has been anything but expedited from either standpoint. No less than 50 emails, numerous calls and more than a substantial amount of documentation needed, the loan was denied on XX/XX/2017. This denial came as an extraordinary surprise based upon the facts as I am aware of them and I believe there is more to this. XXXX told me many times during the process that the closing was imminent. Both XXXX and XXXX also shared on numerous occasions that this was the worst case of errors, miss-handling, and an uncalled-for length of time by Citizens Bank that they had ever experienced. XXXX explained that they switched underwriters more than once due to inadequacies. I can not begin to share all of the issues they apprised me of in this writing. Communicating that this has been a frustrating experience would be putting it mildly. XXXX had to extend the rate lock several times to accommodate. Regardless, I continued with the process. Finally, I contacted XXXX for the closing date as XXXX was not returning my calls. XXXX informed me that XXXX was denying the loan based upon a greater than 60 % liability to asset ratio and that they would be returning the fees that I had already paid. I can assure you that the reason given is not correct and I suspect this outcome was concluded for some other reason such as letting the rate lock expire in the current rising interest rate environment due to so many extensions, or due to something else. Due to the level of frustration and miss-handling experienced, in addition to the denial letter ( I 've never been denied anything monetarily ), I wanted to pursue an investigation and resolution. In a highly-regulated environment such as this, I 'm not sure how XXXX could make such an initial gross error in quoting me 3/4 point under the market. To be blunt, I have not dealt with a more incompetent group at a bank within the realm of this circumstance. In conclusion, Citizens Bank should review this case and follow through with the refinance that was presented. If I had any idea it would have taken this long and with so many issues, I could have refinanced with my current business bank, XXXX who also offered the same rate at that time. It is obviously too late to accomplish this due to the rate situation. This denial will cost me {$150000.00} in savings over the 30-year fixed rate mortgage. Two, I want to make sure this denial is not reported to my credit agency as my credit score is near perfect and I did
Company Response:
State: IL
Zip: 60005
Submitted Via: Web
Date Sent: 2017-02-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2017-02-09
Issue: Account opening, closing, or management
Subissue:
Consumer Complaint: i had closed XXXX of many accounts i had with citizens bank, although the account was closed i could still view my register with all my critical information, then without warning all records were removed from my account on XX/XX/2017, all this was done without warning, i need these records for my tax filings, i have tried call but they pass me along from person to person, keep me on hold, i get cutoff weith no return phone call and then they tell me they will give me the info at a huge cost, they say they do n't have to give notice for deleting your history, i know i need a new bank but i need my records, i am retired, have limited income and do n't feel i should pay for what is mine. thank you
Company Response:
State: ME
Zip: 040XX
Submitted Via: Web
Date Sent: 2017-02-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2017-02-08
Issue: Application, originator, mortgage broker
Subissue:
Consumer Complaint: on XX/XX/XXXX I submitted a application for a refinance on loan I have with citizens one bank for which I have a mortgage with now. this a new complaint for an old problem I have a claim # XXXX I was told that I would need to have permanent income to qualify for a refinance because I was on temporary workmens comp income. I was deemed XXXX in XX/XX/XXXX, also I have a pension and rental income I sent XXXX XXXX this income imfo and we did a loan app. I had to supply all kinds of documentation which I did. then I was told once everything was accepted I would need to submit either credit card or debit card so they would be able to pay for appraisal. I was told they would not take money or order appraisal if my loan looks like it was not going to be approved. this is XX/XX/XXXX during the month all was well, looked like they were going to approve my refinance. but then they kept emailing me for documentation I had already sent to them, I questioned why you did n't have this because I know I had sent it. now we at the end of XX/XX/XXXX I was asking when were we going to close all I got was robo type answers from XXXX XXXX. his prepared statement was that he would check into it shortly unfortunately his shortly was 2 weeks. when I asked about why I had to send duplicate imfo he submitted the same robo answer. so I emailed him back and replied that your shortly is 2 weeks or no response at all. then on XX/XX/XXXX I got a called from XXXX XXXX to imform me that my refinance was denied after all this time, he knew it was denied before me, then he went into my account on XX/XX/XXXX and took the appraisal fee when the time to withdraw it from account it had expired. just like I had so much time to submit my documents if I did not submit them in time the loan would be cancelled. this is bad business and borders on criminal. this time there excuse for not refinancing me is that my rental properties looks like a loss on paper from my taxes. for real!! these people are bankers they know how that works I showed XXXX the same taxes when they refinanced XXXX houses for me they knew when you file your taxes sometimes it shows a loss but that does n't mean you are not able to handle responsibilities I 'm sure they have a lot of investors such as myself that they refinanced and did first mortgages for this is how banks make money.
Company Response:
State: OH
Zip: 43607
Submitted Via: Web
Date Sent: 2017-02-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2017-02-07
Issue: Using a debit or ATM card
Subissue:
Consumer Complaint: Someone obtained my debit card info and submitted XXXX charges to my account on XXXX/XXXX/2017. XXXX charge was {$53.00}, the other was {$43.00}, totaling {$97.00}. Both charges were through XXXX, XXXX. shown on my bank account with the phone number : XXXX. The call on XXXX/XXXX/2017 was answered in XXXX. ( They told me they also had XXXX other office in XXXX, CO. ) They told me to email their fraud department at XXXXXXXXXXXX. I received a reply in a few hours. However, they advised me that they could only block my card number and could not reimburse me because they already transferred the funds to a third party. I am having my bank, Citizens Bank, try and recoup charges through their fraud department. I think it is unfair that XXXX can not have records to indicate who the third party is, in the event they have to go after this third party. There should be a law to prevent this.
Company Response:
State: MA
Zip: 023XX
Submitted Via: Web
Date Sent: 2017-02-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2017-02-08
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: I had a large loss on my business building that I have a loan with at Citizen 's bank, in XXXXXXXX. My insurance check had to go to the home office to get endorsed. No one from the office of the chairman, who had my initial complaint warned me ahead of time, even though they knew a large check was going to be sent to me, with them also as a payee. I got the check Wednesday XXXX XXXX. My bank manager over nighted it to the home office. It was received at XXXX XXXX XXXX. XXXX XXXX. Continued contact with the office of the chairman spokesman, XXXX XXXX, proved to be uninformative. He knew nothing, and seemed to not be able to communicate with the loan department, which is absolutely ludicrous. They expect intelligent people to believe that the supervisor of XXXX, XXXX, and XXXX have no way to call and talk to the loan department who handles insurance disbursements. Going through the office of the chair, was suppose to expedite my payments. On Wednesday XXXX XXXX, I am told the check is not endorsed by me, and they have to send it back. It took them XXXX days to figure that out. The check was sent back to me. XXXX XXXX did not know if it was regular mail, or overnight. By XXXX on XXXX XXXX XXXX, I felt that the check was not overnighted. I went out and when I got home at XXXX XXXX, the envelope with the check was in the door. I would have taken it right back to the bank, Thursday if I had known it was coming. As it was, we took it up Friday with a XXXX page letter describing out business building that is getting rebuilt as it is an agricultural outdoor building without all the guidelines for the third disbursement. I was asking for the first and second disbursements as we have already gotten the building down, and need the funds to continue with the building of the new building, including the purchase price which is due in two days now, when it is delivered. I was told on Friday XXXX XXXX by XXXX XXXX supervisor in the office of the chair, that she would do whatever necessary to expedite payment. Both XXXX and XXXX, talk and say nothing concrete. They have no real facts from the department that handles disbursements of funds. They are basically sweet talking me so that the bank can keep these funds as long as possible. My bank manager had my endorsed check and letter on Friday the XXXX, at XXXX XXXX and failed to get it in the XXXX box in time to be picked up Friday night. It never got shipped until Monday the XXXX, and received Tuesday the XXXX. I assumed that I would have my funds deposited Tuesday when they received the check- I was told Monday evening by XXXX XXXX that he would arrange a conference call with the loan department, for Tuesday and my questions could be answered. No call, so I called, XXXX, XXXX and XXXX XXXX. Finally got a call from XXXX, who now tells me it is so hard to arrange a conference call with everyone at one time because of meetings. I told her the conference call was their idea. I want my disbursements. At this point, the office of the chairman, supervisor knows nothing and can not tell me with Citizen 's bank will disburse MY- let me repeat MY money from my insurance proceeds to rebuild my building where I make a living, so that I can pay the loan, and my other bills. They have stolen my money with no way for me to talk to anyone that has any control over the release of my funds. How can banks get away with this. Everyone knows this is our living, and that we can not work without our building. Citizen 's bank managers, regional managers, and even XXXX XXXX XXXX who runs the XXXX Citizen 's banks have been contacted, and no one, can step in and help a customer who has had a loan for 17 years with them, and a checking account for over 20 years. This is how they treat their good customers, never late one day on a loan. My advise to anyone -- do n't get a loan with CITIZEN 'S
Company Response:
State: OH
Zip: 440XX
Submitted Via: Web
Date Sent: 2017-02-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2017-02-06
Issue: Deposits and withdrawals
Subissue:
Consumer Complaint: About a few weeks ago. I went up to the bank, and i ask the bank teller how much i had available. I let her know that i made prior purchases before I went into the bank. She told me how much i had and i asked her how much was my direct deposit was and she told me so i went back to are you sure how much i have available and she said yes that is correct so i took the amount out for my car payment and other bills. So the following thursday i check my balance and it said i was {$68.00} negative so i called customer service and i spoke to a XXXX that was friendly at first then got very rude after i was explaining my interaction with the bank teller the previous Friday. So he proceeded to tell me that I know about all this I did n't accept the overdraft protection and I told him that I did n't and I did n't really care for it but that had nothing to do with the fact with that it was the point that I was told how much I had available and my bank account and I asked for him to have those reverse done. He told me that he was unable to do that because they have tried to fix it in the past and has gave me courteous payments back. Then he started speaking to me very poorly telling me that I 've already been told started bringing up the past and everything and I told him that nobody asked him for that extra stuff nobody 's talking about the past we 're talking about what currently is going on now and everything I asked him for his name and he would not he refused to spell it to me he would n't tell me what his last name was i ask him to tell me what his ID was. He refused and told me thst he could not tell me that, so then I asked him to speak to a supervisor he connected me with a XXXX. I explain to her what happened and she explain to me why he could n't tell me what his ID and his name was and at first I was referring to him as XXXX when she corrected me to XXXX and even XXXX was going along with that his name was XXXX. So XXXX look at my account and told me that there was nothing that she could do.she also told me that i shouldnt trust the bank.then she asked me if there is anything else that she could help me with i told her no. I also for got to mention that XXXX had a very hostile trying to egg me on and push my buttons. I went up that following friday like i normally do to talk to XXXX and at first she was sitting there at the computer behind the teller desk i went over and said excuse me. Do you have a couple minutes she said that she was in a hurry and she had to leave to go to a meeting and i was telling her how customers service was talking to me and she was trying to give me a business card to call them again and I told her no that 's the reason why I 'm talking to you is because they could n't handle and help with my situation then some other lady came over was like oh we really got to get go into this meeting and everything so I asked XXXX to call me back on my lunch which she did not call to talk about this issue so I kind of felt a little slighted and mistreated of nobody cared about my situation so I had to borrow money from my father to put in my bank account before I had another fee issued into my bank account to fix the problem, and if my father was n't able to lend me the money to put in my bank account I would n't not have the money to make my car payment that week. I have this bank for XXXX years loved it did n't have any issues up until about XXXX or XXXX months ago when I was explaining to them that there was something wrong with their system which they 're claiming that there 's not and they 're having a very serious IT problem in their IT Department. I would like to have my {$68.00} back to give back to my father from there mistake. I 've been wanting to go to another bank because of these issues I 've been having the past XXXX or XXXX months.
Company Response:
State: OH
Zip: 442XX
Submitted Via: Web
Date Sent: 2017-02-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2017-02-05
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: On XXXX XXXX, XXXX Citizens One issued me a 90-Day Notice to Cure mortgage default. On XXXX XXXX, XXXX I sent an Error Resolution Notice Under XXXX XXXX XXXX by certified and regular mail. On XXXX XXXX, XXXX Citizens acknowledged receipt in the first of several acknowledgments. ON XXXX XXXX, XXXX Citizens states that they will request more time if they can not resolve my Error notice inquiry within 30 days and on XXXX XXXX, XXXX Citizens One sends me notification that my inquiry was sent to Office of the Chairman. On XXXX XXXX, XXXX Citizens applies funds to my loan account and begins a serious of payment reversals and loan activity. On XXXX XXXX, XXXX, despite loan activity and in non-compliance of deadline, Citizens fails to answer my XXXX XXXX, XXXX inquiry. Citizens demonstrates a pattern of practice of non-compliance under RESPA, that it continues this non-compliance after issuing me a 90-day notice to cure is exasperating, I implore CFPB to investigate Citizens servicing of my loan. On XXXX XXXX, XXXX I sent a sent a written inquiry for failing to respond and request to immediately answer.
Company Response:
State: MA
Zip: 015XX
Submitted Via: Web
Date Sent: 2017-02-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2017-02-05
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: On XXXX XXXX, XXXX I sent an Error Resolution Notice Under XXXX XXXX XXXX by certified and regular mail. On XXXX XXXX, XXXX I received an answer from Citizens regarding a credit reporting and dispute inquiry that I had never made and/or claimed. ON XXXX XXXX, XXXX I sent a Citizens a wriiten inquiry regarding the XXXX XXXX, XXXX answer to my wriitten error inquiry. Citizens failed to acknowledge receipt of this inquiry with five days. Citizens failed to answer my XXXX XXXX, XXXX inquiry by 30-days. On XXXX XXXX, XXXX I sent a sent another written inquiry for failing to respond and request an immediately answer and the documentation in support of Citizens claim on XXXX XXXX, XXXX.
Company Response:
State: MA
Zip: 015XX
Submitted Via: Web
Date Sent: 2017-02-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2017-02-03
Issue: Deposits and withdrawals
Subissue:
Consumer Complaint: I apologize for having to intrude on your valuable time with this matter. I do so as a last resort having exhausted all customary channels with the local representatives at Citizens Bank. I had XXXX IRA CD 's at XXXX ( XXXX ) maturing in XXXX. In XXXX I received XXXX Maturity Notices from XXXX showing the maturity dates and details of the XXXX CD 's. At about the same time I also received a solicitation in the mail from Citizens promoting a 15 month 1.5 % CD. I visited the local XXXX NY branch of Citizens bringing the letters from XXXX and the advertisement I received from Citizens. I met with XXXX XXXX XXXX. I explained to him that, although I would be out of town, it was my desire to transfer the XXXX CD maturity proceeds to Citizens when they matured. XXXX XXXX XXXX said that he could collect the proceeds from XXXX upon maturity of the CD 's to fund the new CD at Citizens. We agreed, XXXX XXXX XXXX made copies of the letters from XXXX and he completed the necessary transfer forms while making several phone calls to get instructions on how to fill out the forms. I signed the form as he requested. Upon my return home several weeks later, I was surprised to find a mail notification from XXXX advising that the proceeds were transferred prior to maturity, resulting in an early withdrawal penalty of {$2400.00}. XXXX XXXX XXXX erroneously processed the transfer requests immediately, approximately 5 days and 13 days before maturity. He did not wait until after the maturity dates as he agreed to do. The early transfers resulted in a {$2400.00} penalty to the CD balance plus a {$370.00} tax liability. The original XXXX CD rates were 3.25 % and 3.44 %, much higher than the 1.5 % rate I received upon transfer to Citizens, so there was no incentive to transfer the CDs to a lower rate before maturity. I am requesting that Citizens Bank make me whole by reimbursing me for the loss I sustained as a result of Citizens Bank failure to follow my instructions.
Company Response:
State: NY
Zip: 145XX
Submitted Via: Web
Date Sent: 2017-02-03
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: No
Date Received: 2017-02-03
Issue: Problems caused by my funds being low
Subissue:
Consumer Complaint: It XXXX, Citizens Bank charged me {$1900.00} in overdraft and returned item fees. I applied for overdraft protection and was denied. I accrued {$70.00} more in fees in the first month of XXXX and therefore closed my account. While I feel that Citizen Bank 's methods for processing payments, and their terms in general, are unscrupulous -- that is not my primary issue. My issue is that the bank has been harassing me for the past year, alleging that I " owe '' them hundreds of dollars. Any money that I " owe '' them is not from authorized purchases or debits from my account, it 's more bank fees that they have charged me -- and I have no intention of giving them any more of my money. Not to mention, I think their methods for collection ( calling 2x a day for months ) borders on harassment.
Company Response:
State: NY
Zip: 14617
Submitted Via: Web
Date Sent: 2017-02-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: Yes