Date Received: 2016-07-27
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: Since XXXX 2016 I have had trouble with posting payments to my account. I have made all payments within payment time and they have not posted when made I have never been late on any payments. I followed all Citizens procedures and contacted Citizens Bank the last 5 months at least 70+ times on a recorded line. I also was told not to make payments and still made all on time, They said their software was not capable to handle my Home equity mortgage payment. we were reported to credit bureau which caused our credit score to drop from XXXX,XXXX,XXXX, to XXXX to XXXX They have agreed to fix this for me because of their mistake but I have heard this for the last 4 months We want our Credit Scores fixed with XXXX credit bureau asap, I have had credit scores around XXXX my whole life and have never been late on anything. Please help us with this issue Thank you very much XXXX
Company Response:
State: OH
Zip: 44720
Submitted Via: Web
Date Sent: 2016-07-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: Yes
Date Received: 2016-07-26
Issue: Deposits and withdrawals
Subissue:
Consumer Complaint: My husband and I have joint checking account at Citizens Bank in XXXX, PA. Last week he presented his payroll check to be cashed on Friday and it was denied. Saying that the funds would n't be available until SATURDAY! Never in our lives did we have a payroll check denied on a Friday. I was livid and called the manager. she made and exception and told me that everytime he would bring in a payroll check he would have to ask her to have it cashed on the Friday it was presented. The company he works for is actually only about XXXX from the bank. No history of complaints, it 's just their POLICY! We think this is terribly wrong, never had it happen before anywhere! Please report this and help us find out how in the world a bank can refuse to cash a payroll check when presented? Thanks so much, we are pretty much done with the banking system - XXXX and XXXX XXXX
Company Response:
State: PA
Zip: 19464
Submitted Via: Web
Date Sent: 2016-07-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-07-21
Issue: Account opening, closing, or management
Subissue:
Consumer Complaint: Citizens Bank monthly maintenance fee completely drained my account. This account had no activity for over a year. Had to make a overdrawn account payment to close the account. I recognize that the management of this account is my responsibility and obviously should have withdrawn the funds from the account. I also should not have signed up for paperless account statements. With paper statements I would have probably recognized the stupidity of not closing the account.
Company Response:
State: PA
Zip: 17013
Submitted Via: Web
Date Sent: 2016-07-21
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-07-21
Issue: Loan modification,collection,foreclosure
Subissue:
Consumer Complaint: Good afternoon- I submitted a complaint to the CFPB on XXXX XXXX. My case number assigned by Citizens is XXXX for Account XXXX held with Citizens Bank. The complaint number issued by CFPB is XXXX. Attached is a copy of that complaint for your review. In the complaint, I stated that the bank was severely dragging their feet on an approval or denial for the short sale package that was submitted back in XXXX of this year for the home I currently own. I received a call from XXXX XXXX in regards to my complaint on Monday XXXX XXXX and he assured me that he would be on top of my file so that the approval could be issued by the second deadline of first lien holder. This extension is the second and final extension that the first lien holder is granting to the closing of this short sale. I was told by the first lien holder that they could only grant XXXX thirty day extension to my file, which they granted for this be closed by XXXX XXXX. I have been following up via email, calls, voice mails etc. to the relationship manager at Citizens as well as the office of the Chairman assigned to my case, XXXX XXXX, and it is XXXX XXXX and this is still not resolved. The closing should have been set up for next Friday XXXX XXXX and I still do not have an approval. I have jumped through many hoops that have been placed in my path by the bank and I have documentation to that effect. With no approval, the buyer can not setup their final inspections, which will cause them not to be able to close by the XXXX of XXXX therefore forcing us to miss the second and final deadline given by the first lien holder and causing the home to go into foreclosure. I have provided everything that they have required of me and then have also provided my time and attention to this matter on other things that they have required / requested from other parties in this matter that were not my responsibility, but in order to provide them what they needed timely I did those things. Had I not provided those things, I could swallow the pill of foreclosure on my home easily however this is not the case as I can prove through my documentation of this case the last several months. It should not be to the point that this home should foreclose due to the negligence on the part of the bank. I am emailing this information in hopes that someone will look into this matter and see the negligence that has been caused to my detriment and order the violator to remedy the harm it caused me! If I have to escalate this issue up further, I surely will do that, but I am hoping that someone will get in contact with the Office of the Chairman, XXXX XXXX, at Citizens Bank so that this can be resolved because all of my previous attempts to contact him have failed over the last 3 weeks. XXXX XXXX can be reached at XXXX or XXXXXXXXXXXX. I have copied him here. OR, please contact me at XXXX or at this email address I am mailing from. Thank you for your consideration to this urgent matter!
Company Response:
State: GA
Zip: 30058
Submitted Via: Web
Date Sent: 2016-07-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-07-20
Issue: Account opening, closing, or management
Subissue:
Consumer Complaint: Citizens Bank, allegedly from XXXX, CT made a hard credit inquiry on me to XXXX. This was not authorized and efforts to remove it are impossible. Their phones are just answering machine. This is illegal and I want the inquiry removed.
Company Response:
State: CA
Zip: 92629
Submitted Via: Web
Date Sent: 2016-07-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-07-20
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: I have applied for a XXXX Refinance with a Mortgage Lender, which involved submitting a request to RBS Citizens to Subordinate a Home Equity Line of Credit to the new first lien mortgage. I was approved for the refinance and the application for the Subordination was sent out to RBS Citizens, which included all of the documentation requested in their request checklist ( compiled by the title company ) and the request was submitted the first time with the incorrect fee for the Subordination request. The request was sent out ( XXXX ) with the check for the correct amount ( {$250.00} ) and returned as the request was denied because an appraisal was not submitted. I called RBS Citizens to find out why the request was denied, as I did apply for a XXXX Refinance and subordinate lenders are required to approve the request ( provided the account has a satisfactory payment history, which I do have ). They told me the reason for the denial was because I am required to submit an appraisal because my line was frozen and when a Home Equity Line is frozen, regardless of using a XXXX Refinance or not, we needed the appraisal. I paid for the appraisal. The appraisal was done and the application for the Subordination was submitted again. I hear nothing, so I called thus again ( keep in mind, my title company has been calling for status updates as well as myself ) and now I am told they need 10 days to log the request in and reply to the request. This happened late XXXX and was told the 10 day mark would be XXXX XXXX. No response at all, so I wait longer. I called again and was told by different customer service representative that the appraisal was not required ( even if my line was frozen ) if applying for a HARP refinance. Now I still have no answer and I spent in excess of {$400.00} for an appraisal, which was not needed in the first place. I called the title company today again to ask if they received the package returned or have they received any updates, which they did not. My frustration with this is endless and I can not finish my refinance until this is resolved. EVERY time I call or my Title Company calls, I receive a different story with no direction on how to resolve this issue. I can not imagine that RBS Citizens is doing this to all of their customers who request subordinations for their Home Equity Lines but I would like to get to the bottom of this and have my subordination approved and receive a refund for the money I spent for the cost of the appraisal which was not needed in the first place. I appreciate your assistance and welcome you to contact me at XXXX XXXX XXXX XXXX.
Company Response:
State: PA
Zip: 19006
Submitted Via: Web
Date Sent: 2016-07-20
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-07-15
Issue: Getting a loan
Subissue: Can't qualify for a loan
Consumer Complaint: I responded to a promotional rate for refinancing student loans that I believe was a fraudulent offer, wasting considerable time. Other lenders have approved my application and I was shopping for a more competitive rate, that was offered by XXXX Citizens Bank declined a refinancing application for current student loans, stating insufficient income. What is significant is that I have an XXXX credit score, earned in excess of $ XXXX per year for the last three years, and $ XXXX for the last XXXX, and have virtually no debt outside of my mortgage ( {$1500.00}, and a {$500.00} car note ) and have been a bank customer for over a decade. All the loans are in repayment, and current. I would like CFPB to investigate, as this is either a fraudulent offer, or the bank is engaged in discriminatory practices as I am XXXX, and seeking a loan with a 5 year term.
Company Response:
State: PA
Zip: 193XX
Submitted Via: Web
Date Sent: 2016-07-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-07-13
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: My lender, Citizens One Mortgage falsely reported to the credit bureaus that I was late on my mortgage payment. I learned of this error when I tried to refinance my home. I was denied because of this error. I contacted my mortgage company and told them I required a letter stating that I was not late that month. They told me it would take 30 days to research. 30 days passed and I received no resolution, then I received a letter saying it would take 45 days because it required more research. After 45 days, then I received a letter that acknowledged the error on their part, but would not state that I was n't late which is what I told them I needed in order to move forward with my refinance. When calling customer service they urged me to speak with their refinance department which made me suspicious that they were holding up my document to force me to stay with their company. Multiple emails and phone calls and still no resolution. After fighting this issue now for two months I have received a letter stating that the error will be updated in ninety days, so an error that was not my fault is taking six months to resolve which is costing me money I desperately need and my mortgage company refuses to provide the very simple request of a piece of paper that states I was not late on the month in question. They will and have provided letters admitting they made an error, but they refuse to provide what I need to refinance my loan. How can a mortgage company be permitted to make errors and then abuse their victims with no repercussion?
Company Response:
State: FL
Zip: 33161
Submitted Via: Web
Date Sent: 2016-07-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-07-14
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: I have tried to get the escrow account for property taxes and insurance closed since XXXX, beginning with verbal requests of XXXX Bank. As shown in the attached correspondence, the Bank has agreed in principle to close the account and remit the balance to me with my agreement to pay all future taxes and insurance. However, they stipulate that I must pay them a fee. It is my position that I do not owe them any fee to get my own money returned to my control. The documents attached show that Citizen 's contends that I benefitted monetarily by agreeing to the escrow account. However, they can provide no documentation to prove that claim, nor do they have any document showing my recognition of such a claim.
Company Response:
State: OH
Zip: 44143
Submitted Via: Web
Date Sent: 2016-07-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-07-12
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: Refinanced our home mortgage with XXXX XXXX XXXX. Closed on this on XXXX/XXXX/16. Closing agents sent payments to Citizens Bank to close the XXXX loans on XXXX/XXXX/16. The payoff amounts sent to Citizens were actually higher than the amounts owed on the loans. In excess of {$1400.00} on XXXX loan and {$220.00} on the other loan. This excess was not deposited into our existing Citizens Bank checking account. I called our local Citizens Bank branch office today and XXXX told me that they have the money, they will not put it into my checking account. They will issue XXXX checks to me on XXXX/XXXX/16 because it takes 10 days to process this. Seems extremely unethical banking practice.
Company Response:
State: NH
Zip: 03110
Submitted Via: Web
Date Sent: 2016-07-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No