Date Received: 2017-01-13
Issue: Deposits and withdrawals
Subissue:
Consumer Complaint: Consumer Information Date Filed : XX/XX/2017 XXXX XXXX XXXX XXXX UNITED STATES Daytime Phone : XXXX Evening Phone : XXXX Fax : Email : XXXX ( email ) Business Information Business ID : XXXX Name : Citizens Financial Group , Inc . Address : XXXX City : XXXX State/County : XXXX Zip/Postal Code : XXXX Business Phone Number : ( XXXX ) XXXX URL : The consumer indicated that they WOULD speak to the media about this complaint. Complaint Detail / Problem Complaint Type : Service Issues Problem : I had to send a {$25000.00} check from an insurance company on an insurance claim to Citizen 's bank as no one at their local branches could endorse the check. I can not talk to anyone in the department that handles this. My check is now somewhere at the main office, and there is absolutely no one who can tell me where it is, who has it, and when they will return it to me, and how they will return it to me. I have a call into the office of the chairman, hotline, escalated help line, what a joke. I am dealing with XXXX, that is rude and condesending. She told me she will get back to me within two days. I asked if she could call the department and talk with someone, instead of sending a email. She will not call the department, it is all by email.I would imagine someone might be able to walk into that department, and talk to someone there if they really wanted to help their customers. I tried to deposit the check on XXXX. This is XXXX, the XXXX. Unbelievable. I can tell you I will move my checking account and loan to another banking organization that does not treat 20 year business customers like this. Desired Resolution / Outcome Desired Resolution : Finish the Job Desired Outcome : To overnight my check back to me, and/or deposit it to my account. The problem is I will be getting other insurance checks for this claim and have to go thru this all over again. So this entire situation will happen again soon as I receive more checks from the insurance company. This is insane, that they expect their customers to send large checks out to them, and not know who has them and how and when they will be returned. Complaint Background Not all of these questions are required. Please provide as much information as you have. 1. Product/Service Purchased : banking 2. Model Number : 3. Contract, Account, or Policy # : 4. Order # : 5. Purchase Date : XX/XX/2017 6. Date Problem First Occurred : XX/XX/2017 Dates you complained to the company/organization 7. First Date : XX/XX/2017 Name of Sales Person 13. First Name : 15. Last Name : 17. Purchase Price : {$25000.00} 18. Disputed Amount : {$25000.00}
Company Response:
State: OH
Zip: 440XX
Submitted Via: Web
Date Sent: 2017-01-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2017-01-13
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: I am writing to day to express my extreme displeasure with the Payoff Letter procedures at Citizens One. I refinanced my home XX/XX/XXXX and the payoff balance quoted by Citizens did not cover my entire loan balance when funds were received. All I want is my loan to be paid in full and not feel as though I have been cheated. XX/XX/XXXX - request for a payoff letter received by Citizens One. The letter specifically stated Principal, interest, amount to pay off the loan, and fax fee ( {$15.00} ). XXXX XXXX - Citizens pays Hazard insurance. Per my copy of the bill sent to Citizens the bill was dated XX/XX/XXXX. My policy was enforceable through XX/XX/XXXX. XXXX XXXX - My husband and I close our new loan, closing was performed by a title company. XXXX XXXX - funds are released due to the 3 day right of rescission period and holidays. We received our funds on this day. XXXX XXXX - I contacted my insurance agent to see if my hazard insurance had been paid. They said no. XXXX XXXX - I received a call from my agent the next day stating the insurance was paid. XXXX XXXX - I tried to log into Citizens website but got locked out and discovered customer service department does not operate on weekends, no calls and no system support. I called the automated line and followed the menu to my current payment amount and was told that a payment of {$1100.00} was due as of XXXX XXXX, this amount is my normal payment plus the escrow shortage. XXXX XXXX - I called Citizens and was told that they had been trying to reach the title company/closing agent but their calls had not been returned. I was never contacted. It was then explained to me that my payoff was short and that they were now charging interest on the difference. The customer service rep said she could not waive the interest but would escalate my complaint to a supervisor leaving me with the impression that the supervisor had the authority to waive the interest XXXX XXXX - On the morning of XX/XX/XXXX, a Supervisor returned my call, stated that I could ignore the collection call that I received ( I never received a collection call ) and that she could not waive the interest. I stated once again I would not pay interest on an escrow shortage and if it was necessary I would file a complaint with the Office of the President, OCC and CFPB. The supervisor seemed to key in on the CFPB organization and escalated my complaint to their Office of the Chairman. XXXX XXXX - My auto payment of my mortgage went through for XXXX. I have not heard from the Office of the Chairman today, maybe tomorrow. XXXX XXXX - I did not hear from the Office of the Chairman today. I checked on line my loan did not show it was paid in full. XXXX XXXX - I pulled my loan up and found that Citizens applied my payment and payoff funds. Citizens also then charged me interest for XX/XX/XXXX ( XXXX ) and collected a {$15.00} fee for something. Just so everyone knows it is XXXX XX/XX/XXXX and I have not heard from anyone at Citizens. If a payoff letter is good for 10 days then the bank should stand behind it or put proper internal controls in place to ensure that the borrower is notified when a subsequent transaction has taken place. Citizens One needs to enhance their operational controls so that the disclaimer on their payoff letter is not so one sided ( the Bank benefits ).
Company Response:
State: MI
Zip: 48313
Submitted Via: Web
Date Sent: 2017-01-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: Yes
Date Received: 2017-01-10
Issue: Making/receiving payments, sending money
Subissue:
Consumer Complaint: Citizens Bank/XXXX. My bank ( Citizens ) has allowed an unauthorized charge of {$160.00} ( XXXX on XXXX XXXX, 2017 ) to be removed from my account. They have refused to help me or give me a credit. The bank states the charge is an annual fee. I never agreed to an annual fee and I still do not agree with the charge. I do have a contract with Citizens bank stating fee for {$14.00} a month will be charged and a small percentage. I have never agreed to any annual fees. The agreement will be attached. The bank has also refused to stop any payments from Workday even after requesting it several times.
Company Response:
State: MA
Zip: 01810
Submitted Via: Web
Date Sent: 2017-01-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2017-01-10
Issue: Application, originator, mortgage broker
Subissue:
Consumer Complaint: I applied for a refinancing mortgage XX/XX/2016 from XXXX 's Banks under the advice of a sales rep who I had worked with before from another institution. I provided all documents same or next day. The lender kept responding with higher rates and rising closing costs. In other words, it was a complete bait and switch operation. I spent over {$1000.00} in application fees and appraisals. They keep promising a resolution, but 4 months later, no refinancing. I have missed all the favorable rates and if I start over with another lender, my application will be tainted with numerous inquiries to credit authorities. I am requesting that they close the loan on the terms that were initially offered.
Company Response:
State: NY
Zip: 10010
Submitted Via: Web
Date Sent: 2017-01-10
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: No
Date Received: 2017-01-08
Issue: Settlement process and costs
Subissue:
Consumer Complaint: This is my third complaint filed against Citizens Bank ( Charter One ) due to their ignoring me and the only way I can get a response from them. I received a letter on XXXX XXXX, XXXX from Citizens One answering Case # XXXX in response to the fact that the bank was taking my whole mortgage payment and not applying anything to principle. This has since been straightened out in a letter from XXXX XXXX XXXX, Office of the Chairman. Again after many phone calls for months. and trips to the bank with no answers, including filings " Notice of Error '' I contacted XXXX XXXX XXXX on XXXX XXXX, XXXX to tell him that my attorney had filed a " Notice of Error '' on XXXX XXXX, XXXX which was never acknowledged stating the terms of my loan modification agreement and also the fact that I had still not received the {$380.00} reimbursement to me for the attorney fee charged my association and therefore charged to me due to the foreclosure that was wrongfully executed per XXXX XXXX XXXX. I had been promised by XXXX XXXX of the " Office of the Chairman '' that this bill would be covered. There were several statements that were told to me that kept getting changed when I asked the right questions. All of these papers from the " Notice Of Error '' were faxed to XXXX XXXX XXXX on XXXX/XXXX/XXXX with a note to please let me know if he got them. XXXX XXXX, XXXX call to find out if he got the fax and left my cell phone number. XXXX XXXX, XXXX called again to call me and let me know if he got the fax. XXXX XXXX, XXXX XXXX XXXX called to let me know he got the fax and turned it over to the law department. XXXX XXXX, XXXX, left message with both phone numbers to let me know if the check had gone out yet.. No response which is the game to wear you out. On XXXX XXXX, XXXX left message again with both phone numbers and told him it would be the last time I will call -- -- horrible treatment for a customer who has been with the bank for over 34 years paying off a previous mortgage of 30 years, paying diligently every month on a equity line of credit and this is what they call exceptional service. As XXXX XXXX stated in is letter to me, that they are consistently exploring ways to improve our customers experience, then start here. My experience has been disastrous, horrible and life threatening. I ask that you send a check in the name of my association for the {$380.00} owed to them in my name immediately. The name and address are in the papers that were faxed to XXXX XXXX. My 30 year mortgage @ 5 % because of your foreclosure makes you the winner but in my eyes you are a pitiful bank where " XXXX your neighbor, it will make money '' is your mantra ... I was told by one of your employees " if this had passed his desk, it would not have happened '' ... ... how sad that I 've been a victim of getting the wrong desk and the wrong person .... XXXX XXXX XXXX
Company Response:
State: OH
Zip: 441XX
Submitted Via: Web
Date Sent: 2017-01-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: Yes
Date Received: 2017-01-08
Issue: Money was not available when promised
Subissue:
Consumer Complaint: XX/XX/XXXX I had wired funds to my step brother in XXXX.I had used wire services of Citizen bank.As of today XX/XX/XXXX, 6 weeks later the funds has not been received.I had talked to various people at their wire department since XXXX have been getting conflicting answers from them at the very least and some of them were just plain rude.The XXXX people I talked to most are XXXX XXXX and XXXX ' ( who did not want to give me her last name ) .I had requested them for an identifying number so that recipient bank can trace the money.But all XXXX said was'XXXX ( intermediary bank ) told my brother to get into the recipient bank branch and CLAIM HIS MONEY '.
Company Response:
State: OH
Zip: 44094
Submitted Via: Web
Date Sent: 2017-01-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2017-01-06
Issue: Dealing with my lender or servicer
Subissue: Received bad information about my loan
Consumer Complaint: I had attended XXXX and was forced to take out the XXXX loan to attend school. I had to take out a {$22000.00} loan with a 14.9 % interest rate and had to make {$400.00} payments while I attended school. I was enrolled from XX/XX/XXXX to XX/XX/XXXX. I was told by a few of my former classmates that they had received a reduction in their balance. I was curious what the criteria was to receive the reduction?
Company Response:
State: MI
Zip: 48842
Submitted Via: Web
Date Sent: 2017-01-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2017-01-06
Issue: Deposits and withdrawals
Subissue:
Consumer Complaint: I opened an account at Citizens Bankers several years ago. I have a XXXX and frequently do not read the statements. Finally I realized the money was going out too quickly and went to the bank. They found that the money had been withdrawn over a period of months through XXXX to Colorado! The XXXX was consulted an did nothing for several months. Then they said they could not take the case. Citizens Bank says the money was withdrawn through a XXXX account that I set up. So they are not responsible. Yes I did set up the account a couple of years earlier and I not know that it should be closed. I just sent money to a friend one time! I lost about {$40000.00}! it was all withdrawn in {$320.00} dollar increments sometimes many times in one day. Is the bank really not responsible to alert me about any of that when they say that they will protect the money of their depositors? Surely there are violations of banking laws here! Apparently no attempt has been made by the police in XXXX to call Colorado to follow up and identify who has been stealing the money. There are many more pages of statements if you need all?
Company Response:
State: MA
Zip: 026XX
Submitted Via: Web
Date Sent: 2017-01-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2017-01-05
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: Citizens Bank charged {$600.00} in interest for a payment that they received on the exact day and charged our interest for 18 months without our knowledge. This was for an escrow correction, so the check was sent in the mail instead of being sent electronically like it usually was. They acknowledge that the check was received on the due date. They never issued a statement in that 18 months and would have continued to defraud us forever without informing us. They did this all despite the fact that there was more than enough money in the account to cover it the entire time. They have refused to remove the charge. The employee we spoke to was XXXX XXXX. We complained to the bank and XXXX from the Office XXXX contacted us, said they would respond within 2 days and never did. We followed up and she actually asked why we were bothering her if we knew they were n't going to fix the issue.
Company Response:
State: MA
Zip: 020XX
Submitted Via: Web
Date Sent: 2017-01-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: Yes
Date Received: 2017-01-04
Issue: Dealing with my lender or servicer
Subissue: Having problems with customer service
Consumer Complaint: I took out a private student loan in XXXX with Citizens bank ( or possibly a bank that was acquired by Citizens ) as the underwriter. I never missed XXXX payment on the loan. Unfortunately my cosigner filed for bankruptcy in XXXX. Little did I know that the loan contract contained an automatic default clause. I logged in to make my regular payment every month ( please see the payment history attached which ends in XXXX XXXX - the dates are especially important ). When I logged in XXXX XXXX to make a payment, it was the first time I saw that the loan was in default. I did not understand why it was put in default so I called XXXX. XXXX told me about the automatic default clause if a cosigner files for bankruptcy. I had to figure out who was handling my loan. It turns out the underwriter ( Citizens Bank ) was now handling the loan ( specifically the Bankruptcy department ). I was told by their bankruptcy department that they executed the auto default clause. They stopped all communication with me and said that the loan had been charged off even though I never missed a payment. I understand that bankruptcy law allows for an automatic stay so that Citizens Bank could not ask me for payments while the bankruptcy was ongoing. Even with the automatic stay I called their bankruptcy department and regularly made payments that were above the monthly minimum payment when the loan was in good standing. I asked them several times why they charged this loan off when I was making all my payments and they said the automatic default clause is just that, it gets executed automatically. While I was making payments I spoke with bankruptcy staff and asked them how this would be reported on my credit. They said they were n't allowed to report to credit agencies during a bankruptcy. After the bankruptcy ended, the loan was transferred to asset recovery. The last staff member I spoke to in the bankruptcy department before the loan was transferred to asset recovery told me that this loan would never be reported on again to the credit agencies because of the bankruptcy. When I spoke to asset recovery staff they told me that this loan would be reported as a chargeoff within XXXXXXXX days, which is completely different from what the staff in the bankruptcy department told me. Now I have been paying regularly on this loan even through the bankruptcy. I even offered to pay the entire balance off in XXXX payment as long as they would commit to not reporting this as charged-off to the credit agencies. I spoke with XXXX supervisor and he said to call him back at a specific time on a specific day. When I did they said he was n't available. I then called back once a week to inquire and each time they would not let me speak to a supervisor when I asked. When I asked asset recovery why would they do something like this to someone who was paying on time and never missed a payment. They said because of the default. When I explained that automatically defaulting on a student loan because of cosigner bankruptcy is possibly illegal considering what spokesmen from the CFPB have said about that practice in XXXX, the XXXX staff person tried to backtrack and say that the default was due to missed payments in XXXX. They changed their story and started saying that this was in default and charged off because of missed payments in XXXX ( Please see the attached letter from the Office of the Chairman stating that the loan was charged off in XXXX XXXX - an obvious discrepancy, the payment history from XXXX says the loan was charged off in XXXX XXXX - they were trying to change the story and say that it 's because of missed payments and not because of a bankruptcy, but my payment history shows that I never missed a payment ).
Company Response:
State: CA
Zip: 94541
Submitted Via: Web
Date Sent: 2017-01-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No