Date Received: 2016-12-10
Issue: Account opening, closing, or management
Subissue:
Consumer Complaint: On XX/XX/XXXX I called Citizens Bank to ask how I get a statement ... .I was looking for a {$40.00} or {$50.00} check I wroth the IRS XX/XX/XXXX or XX/XX/XXXX ... ..my bank only keeps statements on line for 18 months. So I missed it by 4 days ... ... I was told that the bank could mail me a copy of XX/XX/XXXX If check not there, I could then get XX/XX/XXXX. The next day my account was debited {$120.00} for the statement ... ... ... .I called the bank ... was the put to a supervisor was was going to get back to me ... ... .I am stilll waiting ... ..Who in there right mind would generate a Debit for {$120.00} for a canceled check that 3 days prior could of gotten off their I pad? .. I was ripped off ... ... .looked on line. There is no mention of a {$100.00} to reproduce a statement. No one told me at the time on the phone ... ..not fair to the client
Company Response:
State: MA
Zip: 02150
Submitted Via: Web
Date Sent: 2016-12-10
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-12-09
Issue: Problems caused by my funds being low
Subissue:
Consumer Complaint: We deposited a escrow refund check into our Citizens checking account. It pended for two days, before the funds were released. Two days later, they withdrew the check without warning claiming it was invalid. Not only did Citizens charge our account a fee for the returned check, but Citizens also charged us overdrafts fees. After calling Citizens ' customer service, the were " kind '' enough to credit the return check fee and XXXX of the XXXX overdraft fees. We lost over {$250.00} in fees that were clearly not our fault. We made several attempts to recover the fees, but Citizens will not cooperate. Their customer service department said they were being " generous '' by crediting the little amount they did.
Company Response:
State: PA
Zip: 151XX
Submitted Via: Web
Date Sent: 2016-12-09
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-12-08
Issue: Managing the loan or lease
Subissue:
Consumer Complaint: This is in regards to Citizens One, and the XXXX which they service. On XX/XX/2016 I purchased an XXXX online for pickup in store, and when I got there, an issue with XXXX 's systems required us to cancel that order ( and the associated loan ) and redo the order ( resulting in a XXXX loan ). The pending charges for sales tax and first month 's payment for the first loan were never settled, and fell off of my credit card as expected. However, a month later Citizens One double charged my credit card. I contacted them and they claimed the first loan was still open, and told me they could n't do anything. I had to work with XXXX to get the correct information sent to Citizens One to close out the loan and refund my money. I received a confirmation email from Citizens One on XX/XX/2016 which stated " Dear XXXX XXXX, We were recently notified that you returned your XXXX order. Your loan number XXXX is now paid in full and has been closed. Any payments you have made to your loan will be refunded to the credit card or checking/savings account you have set up for your recurring monthly payments. Please allow XXXX business days for these payments to be returned. '' Since it 's been XXXX business days I called them, and they 're now telling me that it 's going to be up to XXXX business days before they refund the money. I complained, since I have a commitment in writing, and XXXX days is a ridiculous amount of time to process a credit card charge reversal. They told me that it was a generic email that gets sent out to everyone that closes the loan early. They could not/would not answer why it says XXXX business days if they really mean XXXX business days. After asking to be transferred to someone that could do something about it, she transferred me to XXXX, who said he 'd put in a request to expedite the refund. But they would not give me a reference number, send me an email confirming this, or do anything that will provide me with evidence of the conversation.
Company Response:
State: AZ
Zip: 85308
Submitted Via: Web
Date Sent: 2016-12-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-12-07
Issue: Managing the loan or lease
Subissue:
Consumer Complaint: I have a charged off loan with Citizens Bank and I informed them that I wanted a true statement of what I owe to the bank. I feel as though I do not owe the amount listed. I also requested a loan forgiveness due to the fact that the vehicle was not fully operable and there was a significant likely hood that the City would tow the vehicle because it did not have tags. I made the request to donate to charity ( School XXXX ) I was told that they were only willing to initially accept 80 % of the balance. After additional conversations I was told 55 % or make an offer. I made an offer and was told that was not sufficient and when I inquired about the true amount owed I never received a straight answer. I was more or less told that the bank was willing to have a liens placed against my home from the city with the intent to still collect the said balance. I was told if I wanted to escalate this issue I had to write the Office of the Chairman. I received a response from the representative that was in the customer relations department because apparently that is the only way to file a complaint with company. This is a bit discerning because if the letter was sent to the Office of the Chairman and the Resolutions department responded, did the letter actually go to the Chairman 's Office ( if it even exists ). There is no means to reach anyone at the bank and there seems to be a lot smoke and mirrors when customers attempt to manage their accounts. The practices are not consistent and leave the customer to be concerned about it their issue is being truly addressed because the level of deception that the customer is presented with dealing with various representatives that work within the various departments. I would like them to forgive the loan as it is my understanding that once a business charges off the account the Federal government gives them a tax write off. Also companies have insurance to protect them from certain debts. My loan was paid off essentially the day that it was charged off. The bank if very well aware of this. However they still want to collect no matter the circumstances that befall the client. That appears to greed. Without the true knowledge of what is the said true amount owed.
Company Response:
State: MD
Zip: 21206
Submitted Via: Web
Date Sent: 2016-12-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: Yes
Date Received: 2016-12-06
Issue: Taking out the loan or lease
Subissue:
Consumer Complaint: I bought an IPhone from XXXX and had it financed their company Citizens One Bank, for which 24 monthly payments were set up through my XXXX XXXX. I wanted to pay the balance in full but when I contacted Citizens One, I was told that they did not take checks, which I found unusual. I also re-read my agreement and I did n't see a clause that stated that I could not pay off my balance before the 24 month term, or accept a check to payoff this amount.
Company Response:
State: CA
Zip: 94547
Submitted Via: Web
Date Sent: 2016-12-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-12-06
Issue: Settlement process and costs
Subissue:
Consumer Complaint: XX/XX/XXXX my wife and I entered a contract to purchase a home in XXXX and locked in a rate on a 30-year fixed rate mortgage with Citizens Bank, after extensively comparing rates and terms among lenders. We discussed with Citizens Bank the other options we had, and ultimately went with Citizens Bank because they were able to beat or match those terms and offered a lower overall rate and offered a locked rate so that we would not have to worry about any changes in rates before closing. We were to pay XXXX % down, have an XXXX % first mortgage ( 30yr fixed at 3.5 % ) and a XXXX % HELOC. Now, on XX/XX/2016, Citizens Bank has informed us that the HELOC can not be approved since I have a short credit history. This was clear from the start, and since then my credit history has actually become longer, not shorter, clearly. In any event, they now say that they can pass the HELOC to another lender that will lend at a somewhat higher rate, and that in addition to that the 80 % first loan with Citizens will now also have to be at a higher rate ( which makes no sense ). I believe the " short credit history '' is a mere pretext to allow them to raise the rate since rates have recently gone up. We relied in earnest on their rate lock. Nothing since then has changed. The only reason they cite was a condition that was readily apparent from the outset and that has not gotten worse over -- it has actually gotten better if anything. Citizens knew that we relied on their representations in deciding to turn down other banks, and in paying the XXXX and XXXX deposits on the contract ( and in fact we sent these checks to them as proof of payment of these deposits ). They have at all points known that the rate was a material term to us, that we were relying on their representation that it was locked at 3.5 % and that their failure to conform their conduct to their representation will cause us a clear and significant detriment. Our detriment is not only the deposits and turning away other lenders but also the expenses incurred in inspecting the house and moving to close and the time we will have wasted if we do not close. My wife is XXXX and we would like to move before XXXX. Now we may be unable to do that. What is more, when they sent us the revised worksheet with the higher rate, they did not even mention that the rate on the first loan was in any way affected, but instead only mentioned changes to the HELOC. They sneaked changes into the worksheet for the first loan, and when asked about it they have tried to argue that the expense to us is now actually lower. This is plainly not true. We would like to have the HELOC approved. If they can not approve it at XXXX %, we might be able to make the XXXX % work ( by doing a larger down payment -- though we frankly do n't have the cash for that ) or we may be able to negotiate with the other lender to get an agreeable HELOC with them ( if we can get substantially similar terms ). But in no event is it fair or right for our locked, fixed-rate first loan to now become unlocked because my credit history is not long. They knew this from the outset and I believe they even mentioned it to me. I may even have an email referencing that fact.
Company Response:
State: PA
Zip: 19103
Submitted Via: Web
Date Sent: 2016-12-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-12-01
Issue: Application, originator, mortgage broker
Subissue:
Consumer Complaint: I began a refinance with Citizens Bank. I paid a {$600.00} good faith deposit. Citizens sent out an appraiser who gave an extremely low appraisal ( {$160000.00} ) on my home. As a side note, I restarted the refinance process with XXXX and got the house appraised at {$200000.00}. The low Citizens appraisal meant that I could not go forward with them as the loan products they offered based on that low appraisal were not satisfactory to me based on what we originally agreed to. I asked them to then refund my deposit and they refused. I took this up with Citizens and ultimately, they claimed the new XXXX appraisal that I sent to them was wrong - although it was more in line with actual values in my town. Long story short, at every level they refused to refund my deposit. I understand the need for a deposit to make sure that I have " skin in the game '' - however, in this case, their appraisal was the outlier and the reason that the agreed upon loan could not be completed. They insist that I signed documents that allow them to keep my deposit, but this is all on them. I would like Citizens to refund my deposit.
Company Response:
State: NJ
Zip: 081XX
Submitted Via: Web
Date Sent: 2016-12-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: Yes
Date Received: 2016-11-30
Issue: Managing the loan or lease
Subissue:
Consumer Complaint: I have a auto loan through Citizens One FDIC. Another car hit my car and insurance deemed it a total loss. I requested account history of loan for the XXXX and Insurance companies. Citizens One FDIC will not email the docks or regular mail. The accident happened on the XXXX XXXX 2016 I requested info around XXXX - XXXX of XXXX 2016 and continue requesting the documents. I have made about XXXX - 12 phone calls and faxes starting from around the XXXX of XXXX till now. Each time I call Citizens One they tell me that the documents are being processed. The documents that the insurance company requested for the check that I had already signed, to pay off the loan are still being processed by Citizens One Bank. I signed the check around the XXXX - XXXX of XXXX 2016. I called Citizens One Bank yesterday ( XXXX XXXX 2016 ) and asked them if the documents had been sent off and they said " No they are in processing ''! I asked them what do you mean processing and the support person told me that, that was not his department, but he was going to put a rush on the documents. I said " rush, its already been 11 days since the insurance company had contacted you for the Letter Promise Account Loan Payoff Letter or whatever it is that they need it is still not sent ''. Then I told him that the last time I called I asked about the monthly payments and I was told that I would still have to make them. I then told him I under stood why they would n't process the requested documents. They are waiting for the next monthly payment to send them off. They collect another {$150.00} in interest from me and then collect the checks from the insurance companies. These banks have their own fake accounts open and anytime they can skim or steal a little from the working class man by delaying a process or adding a {$1.00} service charge or adding in an extra .01 % interest on one months payment it will get funneled into these accounts and then they will shove that money into a stock or bond and double or triple it. I also said to him that I am not going to pay this coming payment because if they would have sent the documents already, like they were supposed to the account would have been close to or already payed off and I had better not get any service charges for not paying either. He agreed but I do n't know if the bank management will.
Company Response:
State: NC
Zip: 283XX
Submitted Via: Web
Date Sent: 2016-11-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-11-29
Issue: Problems when you are unable to pay
Subissue:
Consumer Complaint: I was a victim of Hurricane XXXX. I live XXXX miles from the XXXX County, XXXX ( dead center hit of the storm ). I was out of work, quarantined in my home/neighborhood, then on a curfew, completely out of service -- phone, cell, electric, heat and gas for our cars was rationed. I did not receive bills or mail, could not pay bills which resulted in falling behind in my bills. I received a government mortgage modification and it took several years to get completely back on track financially. However, regardless of the struggles and attempts to communicate with Citizens Bank they were intent on repossessing my car. Furthermore, they lied about how the money, I was advised to wire to them, was going to be allocated. In XXXX 2017, I finished paying my car loan, every penny, however, I did not receive my title. I contacted Citizens Bank only to XXXX I still owed late fees even though I was advised, late fees were covered at the time of the wired payment to Citizens Bank. I was advised the wired funds I had sent were going to be applied to late payments, as well as, fees for the late payments. However, Citizens never applied funds to the late fees. I sent a letter explaining the same to Citizens requesting relief from these late fees incurred during the natural disaster, since the bank did not apply them as they advised they would. To date Citizens bank has not responded to my letter. I also attempted to call the headquarters and could not reach anyone in my call who could confirm my letter was received ; the name of the CEO at Citizen 's ; or the correct address of the headquarters. The representative was unable to tell me anything about the bank they worked for ( ( XXXX XXXX XXXX ; customer service ). My letter was sent to XXXX XXXX ; RBS Citizens Financial Group, XXXX Citizens XXXX, XXXX RI, XXXX. In my letter to Citizens I also requested the recorded phone tapes surrounding the reposition incident be examined to support what I was told and how I was treated. I am requesting Citizen 's Bank waive the late fees ; send me my title ; remove any negative marks from my credit report on and following XXXX -- Hurricane XXXX. Your help is requested in contacting them and achieving this thank you
Company Response:
State: NJ
Zip: 07712
Submitted Via: Web
Date Sent: 2016-11-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-11-28
Issue: Settlement process and costs
Subissue:
Consumer Complaint: XX/XX/2016 My name is XXXX. I applied for a mortgage for a new construction condo in XXXX from Citizen 's bank back in XX/XX/XXXX of this year. My mortgage was approved and I was to close on XX/XX/2016. As of this date, I have still not closed. I sold my home to my daughter and son-in-law back in XX/XX/XXXX and they secured a mortgage for their home in XXXX through Citizen 's bank. I could not close on my condo until they closed on their house since I am using the money from their closing for the down payment for my condo. We utilized the same bank and the same loan XXXX to make the transition easier. The process for this loan has not been close to be easy. It is not that I do n't have experience with mortgages : my home that I sold to my daughter was financed through Citizen 's bank, I remortgaged my loan a couple of times through Citizen 's bank and I bought my second home in Maine with a mortgage through Citizen 's bank without problems. At the beginning ( the first day XXXX the loan XXXX ( XXXX XXXX communicated fairly well with us to secure the loan and after that, communication rarely happened. Then XXXX ( I am not sure of her title ) began working on the loan and has helped me at times and has been picking up where XXXX has left off. XXXX has been very little throughout this entire process in which I then contacted XXXX 's boss, XXXX who did not respond to my emails. I then found XXXX 's XXXX 's name, who I believe is the Vice President at Citizen 's Bank. She did email me back to say that she will get back to me. She did not, but instead a gentleman by the name of XXXX email me. He did help me a few times and I could get some information from him. Then I did n't hear from XXXX any longer. I have gone up the entire chain of command at Citizen 's bank with very little communication. My closing attorney 's office has done much of the communication. XXXX from Attorney XXXX 's office checks in every couple of days to everyone in this process. XXXX and those involved with Citizen 's bank has done very little. It is I who sends out email on the status. It is I who checks in routinely. It is I who asks what documents are needed. This has become a full-time job for me. I have made complaints to my local bank 2 months ago and XXXX XXXX stated that she will file a complaint on my behalf on Friday. As of Friday, I was told that the condo association needed to send more documents XXXX which they did that day ). Over XXXX weeks ago I asked specifically XXXX and XXXX XXXX, XXXX, XXXX and XXXX, I was given information on the specifics that needed to be submitted. Then XXXX called me on Friday and asked for more information. The condo that I am buying is new, but the division that it is built in is not new and has been there since XX/XX/XXXX! In the last XXXX months, there have been XXXX more condos that have been bought and closed with different banks! My bank keeps asking for more information!!!!! I have been living at my daughter 's home since XX/XX/XXXX when this was supposed to be closed. Please help. Thank you. XXXX XXXX
Company Response:
State: MA
Zip: 010XX
Submitted Via: Web
Date Sent: 2016-11-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No