Date Received: 2016-08-19
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: I paid off my Heloc on XXXX XXXX, 2016 and have not received my original note back. I received confirmation that the line is paid off and closed.
Company Response:
State: IL
Zip: 60502
Submitted Via: Web
Date Sent: 2016-08-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-08-20
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: I had a Home Equity Loan with Citizens Bank. This was paid off with about {$200.00} extra. I contacted Citizens and they said loan was not closed and property was still leaned. They said there would be a {$160.00} charge to record deed. They are claiming they never have been notified to close the loan. If you look at the " Principal Balance '' it is - {$200.00}. The " Total Balance '' is - {$45.00}, a difference of {$160.00}, which means they have their records mixed up. They took the {$160.00} but will not close the account, and issue a refund.
Company Response:
State: PA
Zip: 151XX
Submitted Via: Web
Date Sent: 2016-08-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: Yes
Date Received: 2016-08-18
Issue: Managing the loan or lease
Subissue:
Consumer Complaint: I upgraded my son 's XXXX in XXXX 2016 at the XXXX and set up the Personal Loan through Citizens One. My credit card expired after the first installment and when I tried to register for an online account to manage the account and set up a new card, the screen would go blank after completing all of the information. After XXXX attempts, I contacted customer service who recommended that I use XXXX XXXX or XXXX instead of XXXX ( this is an XXXX loan through XXXX ) Then I attempted to pay through the automated phone system and was told that they did not accept Debit cards. I called a 2nd time and was told to clear my browser history. Doing that would have cleared out the XXXX other windows I was intentionally keeping open because I was actively using them. A third phone call to request the information to set up automatic online bill pay through my bank was as unsuccessful as they " do n't do that '' nor do they take paper payments. They offered to take my bank account and routing numbers for them to keep on file. I declined as I had already spent 90 minutes on this problem and did not have my checkbook with me. I expressed my complete dissatisfaction with their Customer Service and explained that this had taken up an hour of my day. Never has it been more difficult to pay a bill than it is with this bank.
Company Response:
State: IL
Zip: 60068
Submitted Via: Web
Date Sent: 2016-08-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-08-17
Issue: Loan modification,collection,foreclosure
Subissue:
Consumer Complaint: I applied for a modification for my home and signed a final agreement several months ago and the bank just informed me that the amount of repayment is going up from {$980.00}. to {$1200.00} per month. This is short of a few dollars of {$300.00} increase. I absolutely can not make that payment. I have been consistently paying {$980.00} since XXXX XXXX this year and this is the payment that fits my budget. I am not able to make payment for anything more than that. It appears that the tax arrears were not rolled into the modification, which was my understanding would happen.
Company Response:
State: NY
Zip: 12304
Submitted Via: Web
Date Sent: 2016-08-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-08-16
Issue: Problems caused by my funds being low
Subissue:
Consumer Complaint: I had overdrawn my bank account with XXXX Bank. Once I realized this, I made a deposit to my account then I contacted the bank, spoke with a representative and he assisted me with reversing the NSF fee that had been accessed to my account. At the end of our conversation I asked him was my account now current? He said XXXX you still owe {$1.00}. I thanked him for his assistance and I immediately drove to the ATM to make another deposit. I deposited {$20.00} at XXXX. And the ATM generated me a receipt stating that my balance was now a positive {$18.00}. Two days later I made a purchase at XXXX for {$17.00} because I was under the impression I had funds available in my account based on the receipt I had received from XXXX Bank 2 days prior. The next day after I made my purchase I go on the Citizens app I have downloaded on my phone to check my balance, and now my account is showing XXXX! I was so upset, did n't understand how my account could still be overdrawn when I had did everything I knew to do to bring it current. So on XXXX XXXX, 2016, I went into the XXXX XXXX, MI branch where I opened my account up to get some answers. XXXX of the employees tried to assist me, but I was informed that their branch Manager was on vacation and she was the only one that could assist me with my issue. She was suppose to return from Vacation on XXXX XXXX, and no one else could help me in her absence. Which in my opinion is TOTALLY UNACCEPTABLE! After I still had not heard from the branch Manager I decided to return to the branch for some answers on XXXX XXXX, 2016. She was out of the branch again on that day and the employees tried to contact her by phone and she said she would be available the next day if I wanted to come in to discuss my problem. Meanwhile based upon XXXX Bank policies and procedures my account was accessed an NSF of {$30.00} every 3 days my account stayed in Negative. So when I went into the branch on XXXX XXXX, 2016, XXXX was finally there. I explained to her my issue and she told me that any deposits made after XXXX do not post to your account until the next business day. Therefore, when I made my deposit since it was after XXXX. My account was accessed an extended over draft fee of {$30.00}. So when I made the {$20.00} deposit technically my account was still overdrawn because the deposit I made was not enough to cover it. So I asked her since I made the deposit after XXXX. Why does n't your system update after the XXXX if that 's your banks policy? She told me their banking system updates daily at XXXX XXXX. I then told her as a customer that 's contradictory to what the sign posted on the ATM, as well as what my receipt displayed. And to me that 's unacceptable! I 'm a customer and as a customer I can only go by their signs that they have as well as my XXXX Bank ATM receipt. If their signs that 's posted says their systems update at XXXX. Then that 's what their systems should be programmed to do. Not say XXXX, but technically they update XXXX. That 's totally misleading and unacceptable for a bank to have legal practices like this. And as a customer, I suffer as a result of this now my account is overdrawn XXXX which is TOTALLY UNFAIR! All of this could have been avoided if my original receipt would have reflected a negative balance. I could have made an additional deposit to bring my account current. So I could have avoided additional, non regulated banking fees.
Company Response:
State: MI
Zip: 48221
Submitted Via: Web
Date Sent: 2016-08-18
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-08-16
Issue: Application, originator, mortgage broker
Subissue:
Consumer Complaint: I applied for mortgage with Citizens One Home Loans XX/XX/XXXX. I was approved on condition that my prior home was listed on the market. Based on this information the bank got us into contract for the new home. There was an offer on our prior home about two weeks into the listing and I forwarded to commitment letter to the bank. Shortly thereafter the prospective buyer pulled out. I immediately notified the bank. They gave me the go ahead to continue our process of purchasing the new home. The mortgage agent stated to me my loan was already approved. My lawyer then took it over and worked with the bank with the subsequent process. Then a few days to the closing date the agent called and said the loan could not be released because it was contingent upon sale of our home. This came as a surprise to us all as both my attorney and I had documentations to prove that was not what was said. Right after that they stopped answering phone calls and responding to emails and left us to be in default of the contract. Our deposit was at stake. The seller was kind enough to give us additional time. He was also kind to rent the house out to us while we waited. Within a couple of months we had an offer on our house. We reached out to another bank for a new loan application and then called Citizens One to inquire about the process if we came back to them. The loan agent promised us that the process will continue from exactly where we left off and he will have us close on our house 1 week after we closed on the old house. He lied. He dragged us along, delayed in getting back to us, lost multiple documents, asked for the same documents multiple times, failed to respond to us nor our attorney multiple times and essentially got us in a position that we could not start a new process without being in default again. We had our old home in contract on XXXX XXXX and closing was set for XXXX XXXX, XXXX. He promised that was enough time to get everything done. Our extended contract had a hard end date of XXXX XXXX. We went into default again. With several threats from my attorney the managed to get us to the closing table on XXXX XXXX. The closing documents did not get to us till the night of XXXX XXXX. The closing cost was twice what they had on the work sheet given to us and our monthly escrow was twice the stated amount on the work sheet. The final mortgage payment was XXXX % more than the amount on the work sheet. We had no choice but to proceed with it as there was no time for questioning and our deposit was at risk. Once we had our first bill I called the bank and was told they were aware the escrow " was off '' and it 's being looked into. Now 5 months down the road I am still being hit XXXX % more mortgage payment than what was advertised to me. I called the bank several times but no resolution. I reached out to the mortgage agent and he said it was out of his hands even though he was the one who actually misled us. I threatened to take legal action and then he finally responded telling me to reach out to the escrow department. It took me several tries over several days and different times to finally get someone to speak to. The person told me they are looking into it. So I said I want it to go on the recorded line that I am not paying the next bill until there is resolution. Based on my county confirmed taxes etc, in five months I have actually payed more than what I owe a year. I am curious to hear what they have to say. This is a TERRIBLE bank, they lie, they do not have the customer 's interest. This is the worst experience ever. I wrote this on their feedback site and responded to the request for feedback and they never called to follow up. THEY DO N'T CARE. AVOID THIS BANK. THEY WILL RIP YOU OFF
Company Response:
State: NY
Zip: 105XX
Submitted Via: Web
Date Sent: 2016-08-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-08-11
Issue: Problems caused by my funds being low
Subissue:
Consumer Complaint: Overdraft fee of {$39.00} for a {$3.00} dollar difference on XXXX/XXXX/16.
Company Response:
State: RI
Zip: 028XX
Submitted Via: Web
Date Sent: 2016-08-11
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-08-11
Issue: Dealing with my lender or servicer
Subissue: Don't agree with fees charged
Consumer Complaint: I applied and received approval for an education loan from Citizens Bank National Association to refinance my existing XXXX federal student loans. After executing the loan documents online, I was informed that the new loan would be funded on XXXX XXXX. On XXXX XXXX, I logged in to the Citizens Bank web portal to discover that Citizens Bank had created a loan account naming me as the debtor, and assigned the servicing of the loan to a third party. I checked the third party servicer 's records to discover that their records matched those of Citizens Bank, and that there was a debt in my name for the amount I initially agreed to. Interest had begun to accrue on this purported loan as of XXXX XXXX. I then checked my existing federal loan servicing account ( the " Original Loan '' ) to discover that the Original Loan was still outstanding and that according to their records, I was still responsible to make payments to them. I called Citizens Bank to figure out how I ended up with XXXX outstanding loans, and their representatives explained that it could take up to two months for my Original Loan to be repaid. The representatives claimed that a check had been mailed to my Original Loan servicer, but they had not been in direct contact with the Original Loan servicer, and I have not seen any records to confirm that the check had been mailed to the proper address. I was not informed that they would be charging me interest for a loan while their check was in transit, notwithstanding the fact that no actual funds had been funded on my behalf by Citizens Bank, and in effect, I was being charged interest by Citizens Bank for the repayment of funds that have yet to be credited on my behalf ( their check being purportedly in transit, but not yet redeemed ). I asked Citizens Bank 's representatives to defer interest on the purported loan that they made to me until funds were received by my Original Loan servicer. The refused, citing two separate provisions of the promissory note I had allegedly agreed to, claiming that these provisions together entitled them to charge me interest for up to 60 days without ever making a disbursement of funds. In other words, they said that they were entitled to charge me interest for a loan that has yet to be credited to me.
Company Response:
State: TX
Zip: 787XX
Submitted Via: Web
Date Sent: 2016-08-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-08-11
Issue: Account opening, closing, or management
Subissue:
Consumer Complaint: The bank ( Citizens Bank NA ) took all of the money in my checking and savings accounts in XXXX 2016, most of which was my Social Security XXXX check, closed my accounts, and has not returned my money. This was due to me allowing some shady " Loan Companies '' access to my accounts, stupidity on my part, and in the course of their investigation, the bank decided that we could no longer do business, closed my accounts, and kept my money.
Company Response:
State: OH
Zip: 44109
Submitted Via: Web
Date Sent: 2016-08-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-08-09
Issue: Account opening, closing, or management
Subissue:
Consumer Complaint: I am an XXXX trustee of a trust maintained at Citizens Bank of Pennsylvania. I was REPEATEDLY ASSURED that the trust accounts would not be subjected to any fees, costs, or bank charged. Citizens started assessing a statement fee of {$2.00} a month. I called, they apologized and refunded {$2.00} in XXXX 2016. They reinstated this fee again. I visited a branch and requested that a regional manager call, to no avail. I am a trustee charged with maintaining the integrity of the accounts ( more than {$800000.00} is on deposit here ). They are stealing money and they are not responding.
Company Response:
State: PA
Zip: 19355
Submitted Via: Web
Date Sent: 2016-08-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No