Date Received: 2017-02-02
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: I have had my mortgage with Citizens One Bank since XXXX. My XXXX XXXX payment was made through XXXX Bank online bill pay before the end of the month. But due to the holiday, the payment apparently did n't go through until XXXX XXXX. According to XXXX XXXX, this caused my credit score, which was reaching the high XXXX range, to drop significantly. I am asking that Citizens One will remove this as showing 30 days late due to the circumstances. I talked to XXXX of their customer service reps and he said this is prone to happen when you go through a 3rd party bank. To avoid this issue moving forward, I agreed to have my payment automatically drafted through Citizens One and the customer service rep is sending me the forms. My hope is to restore my credit score to the previous high ranking.
Company Response:
State: OH
Zip: 44310
Submitted Via: Web
Date Sent: 2017-02-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2017-02-01
Issue: Deposits and withdrawals
Subissue:
Consumer Complaint: I have a business account with Citizen 's Bank on XXXX and XXXX XXXX XXXX in XXXX, DE whom I have been banking with for over eight years. Someone stole one of my business checks which they forged for {$5200.00} along with my signature. This incident happened in XXXX of 2016 which I have been disputing since then. I have spoke with several different managers and I filed a complaint with BBB. Never once did the bank offer any kind of assistance in this matter. The bank 's position was the check was not secured and they will not reimburse me for the money which they allowed to be drawn from my account. I am not happy with their decision, couple with the reasons that the bank has given for not reimbursing me are conflicting in the correspondence that I received. I see this issue as unethical to charge me for something that they should have safe guarded.
Company Response:
State: DE
Zip: 19720
Submitted Via: Web
Date Sent: 2017-02-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2017-01-27
Issue: Deposits and withdrawals
Subissue:
Consumer Complaint: I deposited a refund check from my daughters school via my online mobile banking App. The check was made available a few days later and I paid a few bills and did XXXX transfers to my kids checking account. Later that same morning there was an extended hold placed on the check which caused an overdraft of over {$600.00}. I called the bank to find out why the hold was placed and they said they were having a problem verifying funds with the issuing bank. I called the issuing bank and was able to get through to them to verify funds and explained to them what the issue was and they told me all my bank had to do was call the same number I did. I waited a few days and then contacted the school which put me in touch with the finance office of the company where the check was drawn. They informed me that the check has cleared and has already been paid to my Bank. I called the bank back and they are unwilling to release the funds and said that they are still trying to verify funds. I have deposited XXXX of these same refund checks drawn on the same bank since XX/XX/XXXX and have never had a problem. I feel that this is just another way for Citizens bank to get fees from me, the check has already been paid and I would like my funds released immediately. I have not been able to buy gas, food or pay any bills and I am extremely angry. They have placed a hold on my account until XX/XX/XXXX which I think is outrageous. If this mater is n't resolved I plan on going to the media and filing a law suit against the bank.
Company Response:
State: MA
Zip: 02124
Submitted Via: Web
Date Sent: 2017-01-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2017-01-26
Issue: Settlement process and costs
Subissue:
Consumer Complaint: I obtained a loan for the purchase of my home through Citizen 's Bank. I was initially told verbally I would have no points associated with my loan. On documentation ( commitment letter ) leading up to the closing I had points listed. I had contacted the mortgage company stating they had previously stated I would have no points which they again verbally confirmed and I had them confirm via email as well. On my closing date, XX/XX/2016, while reviewing my closing cost details with my attorney, under the heading " Loan costs '' was a charge of {$260.00} labeled " 0.125 % of loan amount ( points ) ''. My attorney contacted my mortgage broker, XXXX XXXX, who stated it was an error which they would rectify via check after closing. My attorney advised to continue with the closing versus correcting the documentation first because we were already 3-4 weeks past the initial closing date. Three months later, and i 've been told for the past 1-2 months the " check is being processed ''. I was advised by my attorney to file a complaint. This is my formal complaint.
Company Response:
State: NJ
Zip: 07840
Submitted Via: Web
Date Sent: 2017-01-26
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: No
Date Received: 2017-01-25
Issue: Transaction issue
Subissue:
Consumer Complaint: I was moving and made a purchase of XXXX for a bed at XXXX online with my citizens bank visa credit card on XX/XX/XXXX canceled transaction on XX/XX/XXXX closed bank account on XX/XX/XXXX and I was told that if the refund was rejected because of a closed account then a check will be issued I did not receive anything so I called again and again and they kept telling me that it was refunded and when I called citizens bank they said they did n't I finally went into a citizens bank and they said that the account is still closed and the refund was not issued I had a bank representative call with me and XXXX said they will issue a refund and I received an email on XX/XX/XXXX stating that a refund was issued and I should contact citizens so I went back to bank and called again and got a response from XXXX that a full refund was issued and contact bank
Company Response:
State: MA
Zip: 02132
Submitted Via: Web
Date Sent: 2017-01-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2017-01-24
Issue: Account opening, closing, or management
Subissue:
Consumer Complaint: I was a long time customer of Citizens Bank. I decided to close my account because if the bank 's investment policies in 2011. I 'm glad I did because they have not improved their investing standards -- I stand with others removing funds due to Citizens ongoing support of XXXX. I will work tirelessly to convince others to join me in doing so until your institution ceases investing in XXXX XXXX, XXXX XXXX XXXX, and XXXX. I refuse to be a silent participant in your decision to support the destructive fossil fuel economy in general, and the XXXX ( XXXX ) in particular. The XXXX threatens air and water quality and violates sacred lands of the XXXX.
Company Response:
State: NC
Zip: 27514
Submitted Via: Web
Date Sent: 2017-01-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2017-01-24
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: 2nd Mortgage Payoff I am very disappointed with Citizens One Bank and their payoff of practices with regards to my 2nd Mortgage. It is my educated opinion that Citizens One practices are unethical and not in the consumers interest. I have also filed a complaint, XXXX, related to their practices of mortgage loan payoffs with regards to my 1st mortgage. XX/XX/XXXX Payoff letter requested. Interest cost {$2.00} per day, starting on XX/XX/XXXX, until paid in full, please see calculations on supporting documentation. Disclaimer on Citizens One payoff letter states " any outstanding checks or charges that are not included in the above payoff amount are the responsibility of the customer. '' XX/XX/XXXX Closing documents signed. XX/XX/XXXX Funds received by customer and Citizens One Bank. Citizens One did not dispute this assumption on my part when I complained about my 1st mortgage payoff. Interest due {$27.00} plus payoff XXXX = {$13000.00}, less that original check amount of {$13000.00}.??, see below. XX/XX/XXXX Citizens One generated letter stating my loan was paid in full. XX/XX/XXXX Collection letter generated by Citizens One. XX/XX/XXXX Called customer service. In speaking with customer service I was told that a check was received for {$13000.00}.??, that it was posted to my account, reversed and returned to the closing agent on XX/XX/XXXX. I was also told that on XX/XX/XXXX a second check was posted, {$13000.00}, which paid the loan in full. At no time was I ever informed that my payoff was short as implied in the payoff letter quote above. Citizens went back to the title company and charge me interest on the loan balance while they waited for resolution. I was also made aware at the time of my call that since my loan was paid in full that Citizens only maintains the loan on their online banking system for two days after pay off so I, as the customer, ca n't see how the final payoff was completed, no transparency. In addition when I asked to confirm the date the original check was received I was told that the only department that could confirm the date was the payoff department but they do not take phone calls and customer service does not have access to that information. This entire experience has left me to wonder how much of Citizens One 's interest income is made up of income derived by not applying payoff funds when received, not backdating funds to the date received or by not following through by contacting their customer when funds are short, if it is stated as my responsibility they have a duty to inform me of the shortage. Citizens One practices are one sided, their side to increase income, and are seriously in need of a review of internal controls ( collection letter generated after paid in full letter ). I firmly believe that the CFPB should look into the payoff processes at Citizens One for both their mortgage and consumer loans divisions.
Company Response:
State: MI
Zip: 48313
Submitted Via: Web
Date Sent: 2017-01-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: Yes
Date Received: 2017-01-24
Issue: Can't repay my loan
Subissue: Can't get flexible payment options
Consumer Complaint: I have both federal and private student loans. My federal student loans are under a payment agreement, however, the private student loan lenders will not work with me. All of my private student loans came out of deferment in XXXX of 2016 or within a month or two of that time period. I gave XXXX in XXXX 2016 and then had a 3 month unpaid XXXX leave. Now that I am back at work I am struggling to pay for child care and get back on my feet. It seems at this point the student loans will have to go into default because I do not have the money to pay the lenders. My complaint is that if the lenders would help I could and would be willing to pay. Also, for my loan with Citizens One I owe more in interest then the beginning balance of the loan. I originally borrowed {$8600.00} and now owe {$16000.00}. I have student loans with XXXX XXXX, XXXX, and XXXX.
Company Response:
State: NC
Zip: 27858
Submitted Via: Web
Date Sent: 2017-01-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: Yes
Date Received: 2017-01-24
Issue: Problems caused by my funds being low
Subissue:
Consumer Complaint: I have had a non active checking account for many years. It has held a {$5.00} balance as a local branch person told me to keep it open. XX/XX/2017 the bank assessed a dormant fee of {$10.00}. These are terms they just dreamed up I guess. Banks do n't earn money they fee people. I contacted via online through the onlne banking system. I told them to reverse the new made up fee and to close the account and send me the {$5.00}. 3 TIMES Reached the call center today after receiving a collection letter for their made up fee reiterated the entire story to some " Business banking specialist '' and they maintain their XXXX stance on their fee. Was n't this the same bank that was scamming people on forced placed insurance a while back too.
Company Response:
State: MA
Zip: 020XX
Submitted Via: Web
Date Sent: 2017-01-26
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: No
Date Received: 2017-01-23
Issue: Problems caused by my funds being low
Subissue:
Consumer Complaint: On XX/XX/XXXX, the banks were closed. Prior to that on XX/XX/XXXX I had a pre-authorized payment to XXXX scheduled. I checked my account on XX/XX/XXXX and the payment had not been taken out. I checked on the next day the bank was open which was Tuesday XX/XX/XXXX to see if the pre-authorized debit had been taken out, and it had. Unsure why the pre-authorized debit had taken an extra business day to post to the account, I called the bank. My account was positive at this time on XX/XX/XXXX. I was looking at the account on my tablet as I spoke to a rep ( there should be a recording on XX/XX/XXXX of this conversation ) who also assured me that the large pre-authorized debit which should have been taken from my account on the scheduled date of XX/XX/XXXX had actually been PAID and POSTED that day, XX/XX/XXXX. We could see there were other PENDING OUTSTANDING debit items on hold ( which do n't incur overdraft fees, you just make sure the money is in the account prior to them being posted ), but my account was NOT NEGATIVE. The next day on XX/XX/XXXX, the items had been re-arranged to show that they were NOT ON HOLD ANY LONGER for XX/XX/XXXX but they actually were showing PAID on XX/XX/XXXX ( even though they were purchases made well AFTER the pre-authorized debit that had showed paid on XX/XX/XXXX ). This resulted in a fee of {$35.00} and a subsequent sustained overdraft fee of {$30.00}. I called the bank and told them that I disagreed with how the transactions were processed and that I wanted a rebate of the fees. I was told that since they had rebated a fee previously for the same issue, ( being told an item was paid but it actually resulted in an overdraft and it should not have ) I would not be able to have the fees reversed. A few years ago, I remember this bank having an issue with the way transactions were posted which resulted in them collecting fees on consumers ' accounts that they should not have which resulted in a class action lawsuit to reimburse their customers. I think something similar is happening again.
Company Response:
State: NY
Zip: 14221
Submitted Via: Web
Date Sent: 2017-01-23
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: No