Date Received: 2016-10-06
Issue: Making/receiving payments, sending money
Subissue:
Consumer Complaint: We are notifying CFPB I ca n't just sit back and do nothing.. In lieu of the issues that have occurred with XXXX XXXX, it is clear that I must report the issues I have had with Citizens Bank. We are reporting about a monthly withdrawal that we never signed for or approved of and have been complaining about it for over a year. We finally just switched bank accounts ( after 36 years ) and were waiting for the our account to be credited - then you debited the money again. We thought that the $ XXXX month was a small amount, but if Citizens Bank was doing a similar scam with EVERY account it dealt with, it could be millions in fraud. In fact I will also make a fraud claim.
Company Response:
State: MI
Zip: 480XX
Submitted Via: Web
Date Sent: 2016-10-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-10-06
Issue: Taking out the loan or lease
Subissue:
Consumer Complaint: On XXXX/XXXX/2016 I purchased XXXX XXXX XXXX at the XXXX store through their upgrade program. Evidently at that time I also applied for a Citizens One personal loan for the cost of the Iphones and the XXXX XXXX policy. The personal loan application was not disclosed to me and I did not receive any documents or disclosures about the loan. On Sunday XXXX I received two emails from Citizens One that I was approved for two personal loans which completely surprised me. On Monday morning XXXX I called Citizens One and spoke to XXXX. She confirmed that I applied for two loans and was approved. She state that two credit checks were processed against my credit and that I authorized the application. I told her that I knew nothing about the application and requested she send me all my loan documents, disclosures and loan application clearly showing the terms and conditions of these loans. She told me this could not be done as they are a paperless company and that I would have to go online, set up an account and pull my documents which I have no idea how to do this. I asked to speak to a manager and she abruptly responded that a manager was not available. I requested that a manager call me as soon as one was available. I am still waiting for that phone call. All borrowers should have the right to understand loans issued by any banking institution. All disclosure documents including the application should be readily available to be sent to borrowers.
Company Response:
State: CT
Zip: 06611
Submitted Via: Web
Date Sent: 2016-10-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-10-06
Issue: Deposits and withdrawals
Subissue:
Consumer Complaint: Over five years ago, I opened a " XXXX Checking '' account with Citizens. The account encouraged electronic transactions so, when XXXX were processed, the monthly {$4.00} fee would be waived. All statements would be electronic with email notification. This was perfect for me. I used my work email address for these notices and had a good relationship with the bank. In XXXX, I lost my job and my major source of income. My direct deposit days were over and I ceased using the account. In XXXX, my XXXX chose to open an account with Citizens, and the teller asked if I had an account ; I told her that I had one years ago but had closed it. She made no comments and continued with opening our XXXX XXXX account. I guess I had never closed the account as I thought I had in XXXX - because I received a notice in the mail in XXXX XXXX stating that my account had over {$500.00} in it, that it would be closed due to inactivity, and the funds would be turned over to the state of New Hampshire. I signed the form stating not to close the account and then called the bank to find out what was going on. The person I spoke with at Citizens ' call center number was quite helpful. It turns out that a small deposit was made monthly by my former employer to the Citizens account in their error, which was supposed to be sent to a different savings account instead. I had no idea that this deposit was going to Citizens. Despite the fact that my email address had been invalid for many months and likely generated a bounce back for every single communication that Citizens bank sent, I did n't receive postal mail or even a courtesy phone call to inform me of this - ever. Even when the deposits stopped, I was charged fees. And somehow, along the way, I was being charged {$9.00} monthly fee instead of the {$4.00} - a 100 % increase. Not only did I receive no notices via mail or otherwise, but also no notice of the fee change. This fee was deducted for not months but years, and put a significant drain on any money that had been saved. The amount of money taken in fees is comparable to what many people earn in a week. A few days later, I visited Citizens branch in downtown XXXX NH to discuss the fees and procedures in person. The account representative was not friendly and placed blame squarely on me. She did not understand my situation and I felt that she was less than helpful. I did leave her with my phone number - and received no call back. A few days later, after no information, I logged in to the electronic banking. There were XXXX fee refunds, and a new fee charge. Oh, and your branch still never contacted me. I came in person to speak with the same representative, waited for almost 30 minutes with no representative to help. Being that I was upset and also burning up my lunch break, I closed the account at the teller line.
Company Response:
State: NH
Zip: 038XX
Submitted Via: Web
Date Sent: 2016-10-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-10-05
Issue: Loan modification,collection,foreclosure
Subissue:
Consumer Complaint: I am a XXXX representing a seller involved of the short sale of th their property. The second lien holder ( a member of the HAMP and HAFA ) program is refusing to approve acceptance of the short sale with the amount of {$12000.00}. afforded to them by the first lienholder in compliance with HAFA rules. Instead, they are using this as an opportunity to collect a debt for much more than that ( {$41000.00} ). I have written them and talked to them on several occasions and they have advised me that the loan has been charged off. In my point of view, they are in violation of HAFA guidelines.
Company Response:
State: CA
Zip: 95670
Submitted Via: Web
Date Sent: 2016-11-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-10-05
Issue: Account opening, closing, or management
Subissue:
Consumer Complaint: THE CITIZENS BANK ON XXXX XXXX AND XXXX XXXX WHICH IS LOCATED AT XXXX XXXX XXXX XXXX. THE MANAGER XXXX IS VERY DISRESPECT TOWARD ME THIS IS NOT THE FIRST TIME. I CAN NOT CONTINUE WITH THIS BANK WHICH IS CLOSE TO MY HOME AND I DO NOT LIKE GOING IN THERE.
Company Response:
State: PA
Zip: 19132
Submitted Via: Web
Date Sent: 2016-10-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-10-04
Issue: Settlement process and costs
Subissue:
Consumer Complaint: I applied for a loan modification in XXXX if 2015 for the second time in three years with Citizen 's Bank, aka CCO. To date I have not received it. They have been " reviewing '' my file since XXXX this year and claim that it is the last step in the process, with no explanation on why it is taking so long. This has been the most frustrating process, with their loss of documents, asking us to send again and again the same thing, and then forced to wait.
Company Response:
State: NY
Zip: 11706
Submitted Via: Web
Date Sent: 2016-10-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-10-04
Issue: Shopping for a loan or lease
Subissue:
Consumer Complaint: I was pressured by high stress sales tactics into taking an auto loan I could not afford by XXXX XXXX in XXXX XXXX, New York. They insisted on finding a bank to issue a loan after being refused by three or more other banks. They did not make it clear that the total amount of the car purchased was higher than the value. Now I am in the position of having to apply for a loan modification on my mortgage and guess which bank is giving me a three-year runaround? The same bank, Citizens One, that approved my auto loan. So, I guess my issue is with both XXXX XXXX and Citizens One Auto Finance. I already have a complaint filed on my mortgage loan modification with Citizens One.
Company Response:
State: NY
Zip: 11706
Submitted Via: Web
Date Sent: 2016-10-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-10-04
Issue: Deposits and withdrawals
Subissue:
Consumer Complaint: 1. On XXXX XXXX, XXXX I closed a Citizens Bank account, taking the proceeds in the form of a ( Citizens ) bank check. The amount of the check was {$1000.00}. 2. On XXXX XXXX, XXXX I deposit this check into my ( another ) Citizens Bank account. This check was promptly returned to me as unpayable stating the reason as " refer to maker '' ( the maker being Citizens Bank ). After numerous inquires and a variety of answers, I was informed Citizens Bank had escheated the check to the XXXX of Pennsylvania. 3. On XXXX XXXX, XXXX, with the help of a Citizens Bank representative, an investigation request was sent to the XXXX Pennsylvania. 4. The PA XXXX has informed me that they did not this receive the escheated check ( or proceeds thereof ). 5. On XXXX XXXX, XXXX I again contacted Citizens Bank requesting a paper trail, or any documentation showing the check had been escheated to Pennsylvania. The Citizens Bank representative essentially told me she could not obtain any such documentation, and basically there was nothing further Citizens Bank could do to help me resolve this missing check problem. 6. So as it stands now, Citizens Bank is saying they escheated the check to Pennsylvania, and Pennsylvania has no record of the check. It appears that Citizens Bank is now washing their hands of the issue, and refuses to provide any additional assistance. 7. It is my contention that Citizens Bank has the obligation to provide the documentation to track the whereabouts of this check.
Company Response:
State: PA
Zip: 19023
Submitted Via: Web
Date Sent: 2016-10-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-10-04
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: Re : Citizens One Home Loans I have attempted to resolve a dispute with Citizens One Home Loans ( " Citizens '' ) to no avail. Here 's the background of the dispute. We had an outstanding mortgage loan balance of {$30000.00} which we sent a check in XXXX that Citizens cashed on XXXX XXXX, 2016. I did n't realize that there was interest charge in arrears which would have been from XXXX XXXX through XXXX XXXX. I ultimately agreed with interest charge for this period. The dispute involves Citizens trying to charge me interest on the full amount of {$30000.00} subsequent Citizens cashing my check on XXXX XXXX, 2016. Below is a list of activities that occurred : I called Citizens on XXXX/XXXX/16 to resolve the variance in dispute. The Service Representative said she would research the issue and call me back the next day with the correct payoff amount. I would have made the payment over the phone. I did n't receive a return call and therefore spoke to another customer representative on XXXX/XXXX/16 who stated that they did n't apply the check to the outstanding principal which violates Citizens policy which is " Additional funds received, if not specified, will be applied first to outstanding fees then to your principal. '' See Citizens document attached to my letter dated XXXX XXXX, 2016. I stated that they should not charge interest past XXXX/XXXX/16. The rep indicated that 's the way they calculate interest. When I pushed back on the legality of this practice, the rep merely stated - we will continue to charge full daily interest of {$4.00} until the minor outstanding balance was received. I was then referred to the Office XXXX and tried numerous times to call the office to resolve the dispute without a return call. Therefore, I calculated the correct interest amount and remitted a cashier check in the amount of {$180.00} along with the attached letter. I also asked numerous times for a copy of regulations that allow interest to be charged on paid off debt. Of course, they have not sent that yet. Citizens in the meantime returned my check of {$30000.00}. Citizens then proceeded to have their collection department call me to collect on the delinquent payment and added another 30 days of interest to my bill. I was also informed that my {$180.00} check was being sent back. On XXXX XXXX, 2016, I made the full payment request of {$30000.00} in protest requesting that the excess interest charges be remitted back to me. Attached is the letter I included with the payment in protest. I strongly believe I should n't be penalized with additional interest and strong arm collection efforts, for Citizens inability to correctly apply my original check to my outstanding balance. I then received a notice today ( XXXX/XXXX/16 ) that my loan was in default for lack of payments for XXXX and XXXX. I do n't believe Citizens practice is in conformance with regulations and it probably violates debt laws. I am requesting that your office investigate Citizens practice they have subjected me to and determine the appropriateness of the practice. Furthermore, an investigation should be conducted of other early paid off loans to determine if other consumers overpaid interest. I have an excellent credit rating and do n't want Citizens to mess it up. I have never worked so hard to pay off debt. I am happy to discuss the specifics of the dispute with your office. Feel free to call me at XXXX.
Company Response:
State: NY
Zip: 14224
Submitted Via: Web
Date Sent: 2016-10-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: Yes
Date Received: 2016-10-04
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: Towards the end of XXXX my financial situation changed drastically because of a medical issue with my spouse. Many bills were paid late or not at all. My mortgage was well past XXXX60 days. The bank sent out an appraiser and the next thing I know I know I received a letter that stated to fix or take down an above ground pool that was empty of any water because it needed a liner. Well my premium increased a couple hundred dollars even after I notified XXXX that the pool was removed and taken down. I had gotten many quotes from other companies online and by phone. Said to say I forgot about this issue. I received a letter from Citizens One stating I needed to provide proof of insurance. This was on my back burner because I was so behind already on my mortgage. It was way past due. Citizens has a department called XXXX insurance that i thought I would use till I was able to get a Home Owners policy.My mortgage was only around {$7000.00}. On the back of my mortgage statement it says I am required to maintain fire and extened coverage for " at least the amount of the outstanding loan or replacement cost value of property ''. Well I thought i was getting coverage for the outstanding loan balance because this balance is in the interest of the bank. Well on or around XXXX XXXX XXXX I sent my copy of my full XXXX XXXX policy via internet. This was sent to Citizens One Hazard Insurance Dept. In XXXX XXXX I received from the US Postal office that was post marked XXXX XXXX XXXX a letter that the first sentence reads " Enclosed is a Hazard insurance policy we have obtained in accordance with your Deed and Trust/Mortgage documents. This was not just a Hazard policy but full coverage of {$530000.00}. with a premium of {$4700.00}. This was after I showed proof. I called and asked how this could happen and this was not what I needed with a loan balance of {$7000.00}. They gave me a credit of {$2700.00} and the rest of the premium was added to my escrow. Which now has a shortfall of {$2700.00}. I have been calling both the bank and the insurance department to no avail about this mislead charge for Hazard coverage. I have asked numerous time to send me the documents that say this coverage is mandated on the mortgage contract. I was told to read my own documents by the last female that spoke with me the week ending XXXX XXXX XXXX. She told me this is the way it is because my insurance lapsed and now I got to pay.I asked her repeatedly to make sure she documents what she said word for word on my account. There own bank statement says about having coverage for at least the amount of the outstanding loan and she said well " thats to bad '' and thats why we took out full coverage on your home " because you did n't pay and your lucky we gave you any credit ''. She also said she will make sure no other credits are given. All I have been asking from the bank is to produce the documents and or charge me a fair resonable charge for Hazard coverage. I have not gotten an answer for none of these request. Again I received a post marked XXXX policy after I showed proof of insurance with a full coverage policy. The letter was also dated on XXXX XXXX is after I showed proof. Does this bank and its employees have the right to mislead and force what ever they want on the consumer. Last week alone on XXXX XXXX or XXXX I spent 2 hours trying to get answers but all I got was " This is how it is and you need to pay ''. This amount added to my escrow increased my payment {$170.00} more. My payment was {$790.00} now its {$960.00}. This added amount to my escrow is unjust, unfair and totally misleading when I thought I was just getting Hazard coverage for fire, hail or rain or other peril or just to cover my loan balance. When is Hazard coverage the same as full home coverage. I asked many on XXXX XXXX XXXX to accept my payment of {$790.00} but no-one would accept it. I was totally mislead
Company Response:
State: OH
Zip: 44146
Submitted Via: Web
Date Sent: 2016-10-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No