Date Received: 2016-09-09
Issue: Application, originator, mortgage broker
Subissue:
Consumer Complaint: I submitted a HELOC loan application XX/XX/XXXX along with my supporting financial information including proof of income, tax returns, and home owners insurance information. After not hearing from the bank ( Citizens Bank in the XXXX XXXX Branch, XXXX, NY ) for several weeks I called the branch to learn that the bank employee that was 'handling ' my application and who had custody of my personal financial information, had left the bank. When I enquired where my information was, the bank employee told me he did not know but he would look for it. Later that day he called me to tell me they found it in a drawer of the former employees desk. I then requested the branch mail my financial information back to me. After a week and a half I had not received the information and I called the bank and spoke to the branch manager who told me she had it and if I wanted it back I had to come into the branch. I did so. At that time I lodged a complaint with the regional supervisor of the branch. At that point the regional manager asked me if I still wanted to proceed with the HELOC loan. I told her I did not as all I had were problems with this branch ( see a current complaint I have pending with this branch regarding fraudulent loan practices ). She then told me the bank would discontinue my application. I then told the regional supervisor I wanted to lodge a complaint against the branch for the shoddy mishandling of my original application and personal financial information. She said she would but after several weeks of not hearing from her nor receiving anything from the bank acknowledging my complaint I escalated the proceeding to the 'Office of the Chairman ' Two weeks later I received a 'rejection letter ; for my HELOC dated the day after my request to have my application withdrawn. The reason they gave was 'excessive loan to income ratio ' Since the bank never had my income information ( found in a desk drawer of a departed employee ) One other totally amazing fact about my so-called rejection letter, they rejected me for a loan I never asked for! They claimed it was for {$190000.00} when the fact of the matter was, it was suppose to be for only {$90000.00} I maintain that the banks rejection of my loan was discriminatory and vindictive because of my complaints and withdrawal of my application. The upshot of all this is when I told the banks 'Office of the Chairman ' they said they would investigate all these matters. To date they have not done so nor have I been informed in writing by the bank about my complaints. One final thing, according to my FICO score which the bank sent me it was XXXX!!
Company Response:
State: NY
Zip: 14534
Submitted Via: Web
Date Sent: 2016-09-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-09-09
Issue: Making/receiving payments, sending money
Subissue:
Consumer Complaint: On XXXX/XXXX/2016 I authorized an online bill payment from Citizens Bank to pay my XXXX auto loan. On XX/XX/XXXX I received a phone call from XXXX loan dept stating that my loan payment was not received and I was charged a {$75.00} late fee. I called Citizens and stopped payment for the online bill payment check and was charged a {$35.00} stop/hold fee. I called XXXX loan dept back and paid them over the phone with a personal check # XXXX from my Citizens account. I filed a dispute with Citizens to retrieve the initial online bill payment funds in the amount of {$500.00}. On XXXX/XXXX/16 I received a letter from Citizens informing me that the investigation regarding my ACH dispute had concluded and my claim was found to be valid. The letter stated that my account would be permanently credited in the amount of {$500.00} ; and it was. The next day, XXXX XXXX, I received a letter from XXXX, the service provider for Citizens bank. XXXX stated that our payment obligation was to XXXX and not Citizens. I did not respond to this demand letter as it was dated after Citizens letter stating my claim was valid. On XXXX/XXXX/16 there was a miscellaneous charge Dda Debit to my account in the amount of {$500.00}. Citizens took the money back and they are refusing to work with us. They refuse to tell us who benefited from these funds. They refuse to show us a copy of the cashed check. They refuse to show us the endorsed back of the check. We did not benefit from this 'missing ' online check. We would like to have it researched to find out if it was cashed and who cashed it. We want our money back. Citizens stole our money. Additionally, I am not interested in working with XXXX. My relationship is with XXXX and they need to resolve this immediately.
Company Response:
State: NY
Zip: 143XX
Submitted Via: Web
Date Sent: 2016-09-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-09-08
Issue: Problems caused by my funds being low
Subissue:
Consumer Complaint: RBS Citizens Bank NA is intentionally deceiving its customers by manipulating its transaction processing in order to extract {$35.00} overdraft fees. Citizens represents to its customers that they will not be assessed an overdraft fee if they cover the overdraft balance on the same day ( i.e. by moving money from their Citizens savings account to their Citizens checking account ). However, they intentionally withhold processing of certain transactions until XXXX. Therefore, customers overdraw in the middle of the night, and only have 59 seconds to both recognize the overdrawn account and to complete the transfer request. I have been a Citizens customer for 27 years, this has never happened before, and Citizens refuses to waive the {$35.00} overdraft fee, even though funds were moved from savings to checking to cover the overdrawn account on the first full day of noticing the account. Citizens ' intentionally manipulative policies entice customers to rely on the ability to move funds to avoid a fee, and then takes advantage of this misplaced reliance to extract exorbitant fees. Citizens must either change its processing to put through transactions as they occur ( similar to other national banks ), or notify customers that they should not rely on the " same day '' policy -- as that same " day '', in most cases, is less than 60 seconds.
Company Response:
State: MA
Zip: 023XX
Submitted Via: Web
Date Sent: 2016-09-08
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-09-08
Issue: Using a debit or ATM card
Subissue:
Consumer Complaint: Last Thur I used the outside ATM machine at Citizens on XXXX in XXXX, Ma XXXX. The machine kept my card, for what reason I do n't know. This ATM machine is serviced by the XXXX. They service it every Thur. So I waited a week to retrieve it from the bank. Today I called and they told me they did n't have it. The woman at the bank told me if they had to service the machine in between, they might have thrown it out. So now I have to wait another week, while they order me a new card. I 'll never use that ATM Machine again, but no one should have to wait two weeks for there card, especially if it 's no fault of theirs. I love My Citizens, but a little upset with this issue. XXXX XXXX
Company Response:
State: MA
Zip: 027XX
Submitted Via: Web
Date Sent: 2016-09-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-09-07
Issue: Using a debit or ATM card
Subissue:
Consumer Complaint: I used citizens bank ATM machine XXXX/XXXX/16 and it " ate '' my debit card. On the next baking day the manager said I cant get my card for 5 days. After a 2 month interval I used the same machine and the sme thing happened again. I was told an executive would contact me. No one ever did.
Company Response:
State: CT
Zip: 064XX
Submitted Via: Web
Date Sent: 2016-09-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-09-07
Issue: Managing the loan or lease
Subissue:
Consumer Complaint: XXXX XXXX were purchased from a XXXX area XXXX XXXX on XXXX/XXXX/XXXX using the 0 % interest offered by Citizens Bank dba Citizens One. These loans were paid off on XXXX/XXXX/XXXX. I have asked for and been promised written loan payoff documentation by several CSRs and their managers between XXXX/XXXX/XXXX and XXXX/XXXX/XXXX. I have never received that payoff documentation but Citizens One again verbally confirmed payoff this morning, XXXX/XXXX/XXXX, of my XXXX XXXX loans on XXXX/XXXX/XXXX. This loan payoff documentation is now critical since Citizens One sent me an email on XXXX/XXXX/XXXX regarding " XXXX Loan Annual Privacy Notice for your Citizens One XXXX loan '', which indicates that some of their records still show l have open loan ( s ) for the XXXX. Since Citizens One never reported the XXXX XXXX loans to any credit bureau, I also have no credit report showing the loans in the correct status of CLOSED CURRENT. On XXXX/XXXX/XXXX I opened a Citizens Bank CEO Case, number XXXX, and was told I would be contacted within two business days. I informed Citizens Bank and Citizens One that if this issue was not resolved to my satisfaction by XXXX CT XXXX/XXXX/XXXX, I would initiate a CFPB complaint. I repeated that warning to both the morning of XXXX/XXXX/XXXX and again at XXXX CT. I was not contacted and no resolution has been attempted. My latest interaction with Citizens Bank was at XXXX CT XXXX/XXXX/XXXX with a CSR that first told me I had to contact their legal department, and then when legal would not accept the call transfer, told me the case was being handled by the CEOs office and would not let me speak with anyone working the case. This financial organization has had almost nine months to provide the requested and promised written loan payoff documentation. Due to lighting strikes in this area, I am submitting my complaint to CFPB an hour earlier than planned.
Company Response:
State: TX
Zip: 77379
Submitted Via: Web
Date Sent: 2016-09-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: Yes
Date Received: 2016-09-06
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: Called CitizensOne to request removal of PMI after viewing XXXX % LTV on mortgage statement website. We received denial letter because " Loan is not at XXXX % LTV '' letter states " XXXX Appraised value and current XXXX balance which is XXXX % LTV. Also instructed to bring balance down to $ XXXX which is XXXX % LTV?! '' When we questioned CitizensOne the rep said the XXXX is a mistake and they need to use an AVM from earlier the same year. They also said I would need to provide the full XXXX appraisal, which had already been used as a means of denial for PMI removal. The same letter also stated that I could order a new full appraisal at my own expense, from XXXX ( and only those XXXX ) companies. Research shows several fraudulent cases on both companies specifically centered around housing appraisal fraud. I do not feel comfortable, and i feel I am being forced to use XXXX of these XXXX MORTGAGE COMPANY suggested appraisal companies. Multiple phone calls have yielded phone calls and voice mails, each with more incorrect data. We also have copies of XXXX conflicting voicemails regarding the same loan with different amounts as balances. We are going off the letter from Citizens One, which reflects the closest to our online statement. Customer service rep also made remarks about me being an XXXX and that this seemed " suspicious '' I explained I was not an XXXX at Citizens or a subsidiary for several years now.
Company Response:
State: RI
Zip: 02861
Submitted Via: Web
Date Sent: 2016-09-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-09-05
Issue: Dealing with my lender or servicer
Subissue: Trouble with how payments are handled
Consumer Complaint: I am the co-signer on my granddaughter 's student loan and Citizens Bank has ruined my credit rating listing 2 delinquent payments. The loan is being paid but I understand she has 15 years after graduation to pay off the loan and she graduated in 2014.
Company Response:
State: VA
Zip: 23229
Submitted Via: Web
Date Sent: 2016-09-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-09-02
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: i have a mortgage with citizens bank for my home for a small amount, maybe 10-15 % of its market value. i have had this mortgage since 2012 and make my payments in a timely manner. i opted to pay my own taxes and have been doing that, but possibly twice i underpaid or was late in a tax payment and citizens bank insisted that they needed to set up an escrow account. These events were unusual for me, coinciding with a trip abroad and then an emergency in the family and i rectified them as soon as i was aware. As i have been paying taxes, they have paid overlapping payments, requiring refunds which seem to be sent to them, or payments forward. The escrow account that they have set up demands an amount for escrow that is outrageous, resulting in approximately a 50 % overage by the end of a tax year. i have tried to call the person at citizens bank who manages my account but she is " away from her desk or on another call '' EVERY time that i call and never returns a phone call despite my messages. customer service keeps referring me to her and assures me that they have contacted her department and that i should expect a call back. i want to pay my own taxes. i also want citizens to be put on notice that they are not allowed to charge excessive amounts to any of their clients and that customer service should include answering phone calls!
Company Response:
State: NY
Zip: 11216
Submitted Via: Web
Date Sent: 2016-09-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-09-01
Issue: Taking out the loan or lease
Subissue:
Consumer Complaint: myself and my partner applied for a loan with Citizen bank in XXXX Ct. starting on XXXX with loan officer XXXX XXXX XXXX We gave her all the information about the business that we wanted to get a loan for. the business is across the street from the bank. We were asking for {$300000.00} and we were putting in {$200000.00} of our own money. XXXX started to process the loan and 2 weeks later assured us that this loan would be no problem. It was going through XXXX. XXXX told me that by XXXX XXXX we would be able to obtain the loan. We set a closing date of XXXX XXXX. I left my job of 19 years making over {$100000.00} to be able to start working on applications with the town and organizing the business. the business is a XXXX that has been in business for 16 years. It is called XXXX. There are XXXX others the original was started in 1935 in XXXX. XXXX then was laid off. It was a week before I found this out. I went to the bank and asked what was going on with the loan and I was introduced to XXXX XXXX. I was told he would be taking over the loan application. XXXX would call me and ask me for information and I told him it was in the file. I asked why the request for paperwork already filled out. He informed me that he had to get the folder from XXXX XXXX who had taken it home??? Strange. As we approached the end of the month of XXXX I informed XXXX that we had a closing date of XXXX XXXX. We had a meeting and he asked me if I trusted him and I replied yes. XXXX asked me to give him until the beginning of the following week and I agreed. As of Wednesday I had not heard back and requested a meeting. XXXX set it up for XXXX the XXXX of XXXX. At that meeting he informed the loan had been denied. Before that I had a conference call with XXXX and the XXXX to answer questions about the loan and they asked me when I would start the business and I answered asap. When meeting with XXXX on the XXXX I asked why the loan was denied and he responded that I did not tell him of a foreclosure on a house 6 years prior that was part of a divorce. My ex-wife abandoned the house and I had to pay alimony and could not pay that and XXXX mortgages. I have the divorce decree to prove that. XXXX said it looked like I was hiding it. I asked why no one ever asked about my credit rating and he said " i thought XXXX did that already '', and then he said he should have, so he could explain it to the underwriters. I asked him to review that with them and he said he would, but to look for other lenders. I asked him what do I say about being denied and he said " tell them Citizen did a bad job ''. I informed the VP of the bank and he said he would get them all together the following week to try and get this through. They already set up a business acct., credit card business and payroll acct. On Tuesday the XXXX of XXXX I received a phone call from XXXX XXXX with Citizen XXXX, stating that they approved the loan and that XXXX was backing the underwriters. I told this to XXXX the VP at Citizens and he said he was contacting everyone because the had a meeting on Thursday the XXXX. to discuss the loan. On Thursday I received a text from XXXX saying the " i struck out ' I asked why and he said he could n't fight the underwriters. I believe that because I spoke up about the length of time for the loan to be decided and the fact that XXXX was not honest about the process and that XXXX approved the loan, I was discriminated for complaining about how the process was being handled and informing the VP about XXXX 's comment. I never received a letter of denial and the reasons for it. I have spent over {$25000.00} for a business that should already be in operation. I have also lost wages of {$28000.00} because I left my job with the promise of a quick closing. I contacted the state banking commission and they asked me to send it to you. thank you.
Company Response:
State: CT
Zip: 060XX
Submitted Via: Web
Date Sent: 2016-09-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: Yes