Date Received: 2016-11-17
Issue: Application, originator, mortgage broker
Subissue:
Consumer Complaint: I filed chapter XXXX in XX/XX/XXXX. I have XXXX loans with cco morgage and they are XXXX, XXXX, XXXX cco morgage since I filed they have not reported my payments to this date XX/XX/XXXX to the credit reporting agency 's so my credit scores are all very low. Now I want to sell my house and pay off cco morgage but because my scores are so low I ca n't find financing. Could you make them report even though I 'm in chapter XXXX?
Company Response:
State: MA
Zip: 01089
Submitted Via: Web
Date Sent: 2016-12-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-11-17
Issue: Can't repay my loan
Subissue: Can't decrease my monthly payments
Consumer Complaint: I filed a complaint already about this company not allowing me to reduce my monthly payments, and only giving me options that would still take all of my money from me. A week or so after filing the complaint, I got a call at a very inconvenient time and asked that they call me back the beginning of the next week. Two weeks later and they still have not called me. I tried emailing them regarding the status of the matter, and their contact page will not allow me to send an email. Whenever I call I am just left on hold for what seems like hours. It 's very apparent that they are trying to avoid the matter and focus on purely taking what money I have without helping me at all.
Company Response:
State: IN
Zip: 46815
Submitted Via: Web
Date Sent: 2016-11-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-11-15
Issue: Making/receiving payments, sending money
Subissue:
Consumer Complaint: On XXXX XXXX 2016 XXXX XXXX XXXX contacted me toconfirm a check drawn on my Citizens Bank checking account was indeed valid. It was presented at a XXXX branch in Delaware the previous day in the amount of {$42000.00}. I confirmed that the check was not authorized and that it was fraud. I called Citizens Bank fraud hotline immediately and reported it. An affidavit would me mailed to me. I was told I would have to go to a branch to close the account. I immediately went to the XXXX XXXX branchin XXXX. XXXX XXXX XXXX XXXX assisted me in closing my account and informed me that the funds would be returned by 10 days but usually less. He indicated the check was presented as an electronic payment no signature required. To him the check was clearly a fake. An incident report was filed with the XXXX MA police. Detective XXXX XXXX was assigned. I followed up daily with XXXX XXXX for the next week. I had requested records of any phone inquiries made on my account and any IP addresses of any PCs that logged in to my account. They were able to provide me with the last three calls only just me reporting the fraud and following up twice on the XXXX and XXXX. On XXXX XXXX branch manager XXXX XXXX informed me that my funds would not be returned for 6 to 8 weeks as this was not electronic fraud that it was paper check fraud. I disagreed based on what his own employee had told me. I informed him that I had not received the affidavit.He informed me that my case was referred to the Office of the Chairman. XXXX XXXX was assigned. I subsequently informed XXXX XXXX of my intention to pursue Regulation E. On XXXX XXXX XXXX XXXX and I spoke via phone. I was told I would need a subpoena to get any information on my account regarding when it was accessed. She indicated Citizens Legal department was reviewing my question of electronic versus paper. I also asked XXXX XXXX if they deemed it paperfraud Iwanted Citizens definitionof properly payable in writing. I told her that I had not received their affidavit and she said it should have been sent on the day I reported the fraud. On XXXX XXXX I received the affidavit in the mail post marked XXXX XXXX. I completed and returned the following day. On XXXX XXXX XXXX XXXX informed me there was no update on my claim nor from her Legal Department. On XXXX XXXX XXXX XXXX informed me that her claims team sent the claim to XXXX on XXXX XXXX. They would not be able to follow up for two weeks. Her Legal team deemed this case to be paper fraud not electronic. She could not answer the question about properly payable. She informed me that the check was presented as if I had authorized payment over the phone. Not that I had but that it was it was not overly concerning and that is what those types of payments look like. I asked why they did not follow up with me before releasing the funds as the activity is so extraordinary for my account. She stated that I would upset if they delayed my payment. She indicated that her Legal teams response would be sent to me via Fed Ex as she could not email it. She would email me the tracking number. Still waiting. On XXXX XXXX XXXX was able to confirm receipt of the claim but XXXX XXXX had no additional updates. On XXXX XXXX XXXX XXXX called to tell me there was no update on my claim. I requested that I be paid interest from the time my funds were withdrawn until it gets returned to me. She also informed me that due to my strong language she would not longer verbally communicate with me. We agreed that Citizens would update me daily via email. One email was received on XXXX XXXX with no update and I have not received any responses since.
Company Response:
State: MA
Zip: 02150
Submitted Via: Web
Date Sent: 2016-11-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-11-17
Issue: Problems caused by my funds being low
Subissue:
Consumer Complaint: On XXXX/XXXX/16, I checked our accounts with Citizen 's Bank, online, and discovered we 'd been charged XXXX overdraft ( OD ) fees. I 've sent Citizen 's letters in the past concerning these types of OD fees. Before laws changed I was given a few refunds based on my concerns, but eventually responses were " we are sorry but we 've already refunded overdraft fees as a courtesy and will no longer do this. '' Later we received a substantial refund resulting from another court decision. This time I ask for your help. I believe my issues with these overdraft fees impact anyone receiving these notices and fees ; it puts customers at an unfair disadvantage. 1. Information available to me online is presented in the included png image. It shows that the account was overdrawn for less than {$5.00}, but I believe that was the same day I made transfers from another checking account connected to this account when my husband needed to spend more money than I knew was available. He uses this account and I check it often, we did not find any balance problems XX/XX/XXXX-XX/XX/XXXX. 2. The OD notice, included as a pdf, shows a line on page XXXX called " Items paid from funds available '' with a total but no details. I ca n't begin to understand how this account was overdrawn without those details. This does n't happen often since laws changed, but when it does, I have no idea what the bank sees when it makes these decisions. What was debited? When? When were funds transferred between connected accounts vs. when they showed up on account records? 3. We opted out of overdraft protection ; we decided we do not want to pay a fee to have checks and ATM transactions available if we do n't have money in our accounts. We rarely use checks and have managed just fine. a. This overdraft notice includes a {$19.00} " Outstanding Debit Card Authorization '' that was never authorized. My husband could n't get authorization for that parking fee, so he used another bank 's card. I can provide a copy of that charge. The refusal prompted me to transfer money, but I did n't see an overdraft. The following week he did use the citizens debit card thus the {$19.00} authorization on XX/XX/XXXX. The {$19.00} on XX/XX/XXXX was never authorized. b.Furthermore, it appears that the items may include a check - again I ca n't be sure. We believed that not opting for the bank 's overdraft program meant checks would not be paid if there is not enough money available. I disagree with these fees. We are aware that we were cutting it close. There are times in life when money is tight. This is one of those times. We have not fully replenished our savings, our backup, since my husband had a XXXX last XX/XX/XXXX. Until we do {$70.00} is not money we can spare based on information we do n't have, but that appears to show items were charged against the account that should n't have been. Thank you for your assistance, and I hope the issue that notices like this do not provide details for " items paid from funds available '' is something you will consider as important information that should be provided - for all banking customers. Sincerely, XXXX XXXX XXXX
Company Response:
State: MA
Zip: 026XX
Submitted Via: Web
Date Sent: 2016-11-17
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: Yes
Date Received: 2016-11-14
Issue: Credit decision / Underwriting
Subissue:
Consumer Complaint: The entire lending experience with Citizens Bank was terrible. The lender kept pushing a XXXX ARM, which we had considered initially but decided to go with a 30yr fixed. When we received the closing disclosure, it was a XXXX ARM, we immediately requested that it be corrected to the 30yr fixed we decided upon but they kept delaying and saying it was changed but would n't send it to us. They waited until the next day and then tried to convince us to waive our rights so it would n't push the closing date due to the 3 day clock reset. This seemed very intentional, like it was something they often do, because they sent us an email instructing us to draft a letter : -- -- From the loan officer : I have outlined the basis of the letter in this email. Please elaborate on why you wanted the product changed and make sure to include your contact information at the bottom as they will need this. " To Whom it may concern, This letter is to waive my right to review the new Closing Disclosure 3 business days prior to closing. I must close on the property at ( property address ) or I face financial hardship in the form of losing my Earnest Money Deposit and property falling through. I must close on this property on XXXX. There is substantial expense associated with my drive and move to ( property address ) and require this property so I may begin ( new job ) on time. In addition this letter is to address the change in rate and product. This was done at my request, I requested a 30 year fixed rate loan that increased my rate to ( % ) and increased my APR. I decided that the 30 Year Fixed was a safe option to avoid the market causing my ARM rate to increase. I felt as though the difference in payment monthly was worth the security of having a fixed rate and knowing the rate could not increase. I am fully aware that the rate and APR increased and am fully aware of the difference in monthly payment however I still wish to go with the 30 Year Fixed and need to close on XXXX. My contact information is below and should anyone have any questions please do not hesitate to reach out to me. I look forward to closing my loan. '' Please make sure to physically sign and date this at the bottom and send back so we can close on time. Thanks -- -- We responded with this : " We do n't feel comfortable moving forward by waving our rights to review a closing disclosure. We would like to receive the corrected closing disclosure for the 30yr fixed including the corrected deposit amount and we understand that this will reset the clock. We would really appreciate it if this could be done tonight since our closing date has already been pushed more than expected. " They finally sent us the correct closing disclosure. On several occasions we asked about having to open a checking account and were told we would have the opportunity to later if we desired but there would be no discount for having an account. We decided we did n't need one, during closing we set up our mortgage payments to come directly out of our primary bank account with another institution. On XXXX XXXX we received an email stating a form was to be signed that was forgotten during closing. The form was dated XXXX XXXX and was an ACH for a direct debit of the mortgage payment from a bank account with Citizens Bank. We said we were not going to sign it, we had already set up payments from our bank and signed an ACH form, and this form was not " forgotten '' at closing. The form had an account number on it, we asked how they could have an account number if we do n't even have a Citizens bank account ... .It turns out they opened checking, savings and credit line accounts in my husband 's name without our authorization, they even charged the credit line for the opening deposit into the checking account all without any authorization or signatures! We are still fighting to get them properly closed.
Company Response:
State: NY
Zip: 120XX
Submitted Via: Web
Date Sent: 2016-11-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-11-08
Issue: Taking out the loan or lease
Subissue:
Consumer Complaint: I was applying to Citizens Bank/Citizens XXXX XXXX XXXX XXXX XXXX, RI XXXX for a loan in reference to the XXXX, as per : XXXX The XXXX Upgrade Program is financed through : Citizens One Subject to eligibility* I applied in store on XXXX XXXX 2016 - was denied, due to the XXXX employee mistyping information. The employee did n't verify the information so I was declined loan, I waited 75 minutes and called Citizens One to get a case started to resolve the issue, was given a dispute number.. I wated the requiste days, and was told that CO Bank would reach out to me. They never did, so I engaged again only to be told they would reach out within a couple more days. I had to have the agent send me an email to verify they would. The agent gave me my needed details. I waited, no call so I engaged again and the next agent didnt seem to know what I was calling about. I gave my dispute number and they seemed to think I had just started calling ; after I got her manager I was able to get some details. The department that handles the disputes for this issue ( ironic they need one ) had a decision just no one called me. So I had yet another manager level agent send me an email guaranteeing that the bank would contact me ; but at this point realised the fact that I have to have the company email me to ensure they stay honest sort of scares me a bit.
Company Response:
State: VA
Zip: 22202
Submitted Via: Web
Date Sent: 2016-11-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-11-07
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: My property is in Deed of Lieu status. I have not missed any payments because I have re modified my loan. That why it looks like I have been late. The loan number is XXXX with Citizens One.
Company Response:
State: TN
Zip: 37415
Submitted Via: Web
Date Sent: 2016-11-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-11-04
Issue: Money was not available when promised
Subissue:
Consumer Complaint: Dear Sir/Mam, I am writing to you in regards for an issue involving the wire transfer of {$2000.00} to my Beneficiary 's account who holds an account with the XXXX bank located at XXXX, XXXX branch. I hold an account with Citizens Bank located at XXXX XXXX XXXX, XXXX XXXX XXXX XXXX, MA, USA. Since two months were over and as the money transferred from my account to the beneficiary 's account was never credited to his account under the specified period of time ( reason still unknown ), I had to recall the wire transfer with the help of Citizens Bank back to my account but neither the money has been credited back to my account. Upon further searching, I was told by Citizens Bank that the XXXX Bank had already sent the wire transfer money to XXXX and XXXX XXXX XXXX who acts as an intermediary bank in regards to the Citizens Bank has been waiting for XXXX to respond to them in this issue. ( as informed by Citizens Bank official ) I would really appreciate and would be highly obliged if you could help me resolve this issue as soon as possible just because being a recent graduate, the amount of {$2000.00} means a lot to me and the issue has taken a way longer than normal which in itself has been very stressful! Thank you!
Company Response:
State: MA
Zip: 021XX
Submitted Via: Web
Date Sent: 2016-11-04
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-11-05
Issue: Managing the loan or lease
Subissue:
Consumer Complaint: In short, I paid off my car over a year ago and RBS Citizens has not submitted the paper work to the state to release the lien on my car. I go for a copy of my title and the State is telling me that there is a lien on my vehicle. I call RBS Citizens and they tell me that I have to pay to have a copy of the lien release letter sent to the state. They also claim that they sent the release letter to the state and they have n't sent it. Neither have they sent me a copy of my title.
Company Response:
State: IL
Zip: 60651
Submitted Via: Web
Date Sent: 2016-11-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-11-03
Issue: Can't repay my loan
Subissue: Can't get flexible payment options
Consumer Complaint: I am a graphic designer making {$31000.00} a year ( before taxes so closer to {$28000.00} ) with normal expenses ( food, rent, utilities, car payments, etc. ) and have not been able to get help on working out an affordable payment plan. My parents signed me up for these loans. Citizens Bank ( the loan company ) uses a service called XXXX XXXX for payment and are almost impossible to contact for help with loans. They allowed me to push back my loan payments by 6 months after I sent a hand written letter explaining that I can not afford the payments ( a monthly payment of {$530.00}, keep in mind I make less than a teacher starting out. ) I requested an income driven repayment plan so that I could afford to pay my loans off and not go bankrupt but they have been no help at all. Consolidation is the only option they will offer and I have to make at least 3 payments of {$530.00} a month before I can consolidate my loans and get my payments down to something reasonably affordable for a student right out of college ( I can only afford about {$110.00} a month. ) I do n't even have enough money to pay XXXX payments or I will go bankrupt and there is no telling what my monthly rate will even be after the consolidation. In the email provided to me by the payment collecting service that Citizens Bank uses ( attached to this review ) I am provided a link that does not exist. When I go to log into my account, I can not get in and can not verify who I am without providing a Debit Card number ( to which my debit card number does n't even work, and when I call for assistance I get put on hold for hours. ) I can not get any help on this issue and it will financially ruin my future if I can not. Also, I find it unethical that a loan company, private or not, would expect me to pay for every loan I 've taken out all at once, especially when I just got out of college and it took me 6 months to even find a job.
Company Response:
State: IN
Zip: 46815
Submitted Via: Web
Date Sent: 2016-11-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No