Date Received: 2016-06-24
Issue: Deposits and withdrawals
Subissue:
Consumer Complaint: Dear XXXX, We, XXXX XXXX and XXXX XXXX, opened a 14 months CD account on XXXX XXXX XXXX with an interest rate 1.25 % and a deposit XXXX XXXX which got its maturity on XXXX XXXX XXXX at Citizens Bank, XXXX XXXX XXXX, XXXX, XXXX, XXXX # : ( XXXX ) XXXX. The account number was XXXX. However, after its maturity on XXXX XXXX, this CD account got renewed with an interest rate 0.03 %, and we received no notification about its renewal except for an electronic alert enclosed as follows & gt ; & gt ; Dear eNotice Customer, & gt ; & gt ; A CD Maturity Notice has been generated for your 14 MONTH CD, account & gt ; & gt ; XXXX. & gt ; & gt ; To view your eNotice, login to Online Banking at http : //www.citizensbank.com. & gt ; & gt ; Remember : Always look for your Safe With Citizens ( R ) Image and Phrase before & gt ; & gt ; entering your Password. & gt ; & gt ; Thank you. & gt ; & gt ; Please do not reply to this e-mail as it is automatically generated. If you are a Retail & gt ; & gt ; Customer and have any questions, please feel free to contact us at XXXX, if & gt ; & gt ; you are a Business Customer please call us at XXXX. We moved from XXXX XXXX to XXXX XXXX last week on XXXX XXXX XXXX, and before our move, we visited the branch of Citizens Bank at XXXX XXXX XXXX, XXXX, XXXX where we opened all our accounts, and tried to make clear the final steps of our business with them. At our first visit on XXXX XXXX XXXX they informed us the renewal of this 14 months CD account, and our response to this was to close it immediately as we did not expect any renewal ( from Open/ Renewal Date : XXXX/XXXX/XXXX to Maturity Date : XXXX/XXXX/XXXX ). They penalized our closure with the following data XXXX/XXXX/XXXX Interest Transfer Out - {$60000.00} {$0.00} XXXX/XXXX/XXXX Interest Penalty - {$9.00} {$60000.00} XXXX/XXXX/XXXX Penalty Early Withdrawal Transaction Penalty - {$50.00} {$60000.00} for a total amount of XXXX $ penalty. We felt very uncomfortable about the way this was done as they said their system indicates a mail delivered to us which we never received - we had similar issues before. We called Citizens Bank online customer service and got responded that moving a long distance where no branch of Citizens Bank is accessible is a reasonable reason that this renewed CD account be closed without any penalty. After this phone call, we went back to this branch and had a talk with its manager on XXXX XXXX XXXX who deliberately run us out as he knew we are going to move soon. As we neither receive a phone call nor an email since then XXXX XXXX XXXX, we assume they would do the bad business with us and look for exterior authoritative help. Thank you in advance! XXXX XXXX and XXXX XXXX
Company Response:
State: TX
Zip: 78240
Submitted Via: Web
Date Sent: 2016-07-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: Yes
Date Received: 2016-06-23
Issue: Loan modification,collection,foreclosure
Subissue:
Consumer Complaint: I engaged my second mortgage company back in XXXX regarding me selling my home via short sale as instructed by my first lien holder. I worked diligently with the relationship manager assigned to me to get all required documentation to them. The last item they needed was the approval from the first lien holder, which I did not have and I instructed them that I would send it as soon as I received it. I continued to keep the second lien holder abreast of the first lien holders position, but after my file being opened for over 3 months they told me that they would have to close my file and I would need to start the process from scratch! I pleaded with them not to close the file as I was told by the first lien holder that I would have the approval within a couple of days. They still closed my file and I received the first lien holder approval and a close date that next day and called the second lien holder who told me that my file was closed and all I could do was to resubmit. I resubmitted everything that day and then the back and forth with the second lien holder started again where they would tell me that they did n't receive one thing or the other. Every time they said they did n't get something that I had sent, I would immediately send it so as not to delay the process knowing the closing was already set by the first lien holder. Finally, 2 1/2 weeks prior to the scheduled close date, they said that they had everything but would need to perform their own appraisal because for some reason they said that they could not accept the one performed by the first lien. Again, I pleaded that the deadline to close was quickly approaching and they still claimed they had to do their own BPO. I and my realtor have been following up with the relationship manager at Citizens the second lien holder for the last 2 1/2 weeks about the appraisal and still none has been done and they still have yet to issue their approval on the short sale. The fist lien holder has instructed that they will foreclose if we do n't close by the deadline, but may be able to push the closing out if it slips, but no promises. I feel that the second lien holder has been dragging their feet with the whole process and is not being compliant or working diligently to assure that the short sale closes. Seems they are trying to force a foreclosure by their negligent acts and I would like for someone to look into this. As of today, I have been reaching out daily and was told that they file is with the processor, but still no appraisal. The closing date is set for next Monday, but still not approval from the second lien holder and dragging feet. Please look into this!!
Company Response:
State: GA
Zip: 30058
Submitted Via: Web
Date Sent: 2016-06-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-06-22
Issue: Deposits and withdrawals
Subissue:
Consumer Complaint: I had attempted to obtain old account statements online from Citizens Bank, and a day or so later submitting the request I received a secure message through the online portal with a list of associated fees. When attempting to respond to the message, I received an error message that my response had not been submitted, so I called customer service. Customer service informed me they could only put a new request in on my behalf, and in roughly 48 hours I would receive a phone call with fees that I was required to agree to in order for the order to be processed. Over the course of the next week I had yet to receive a call regarding fees, and I had forgotten about the request until XXXX separate packages arrived with sets of statements, XXXX for the online request and XXXX for the in person request. I immediately checked my accounts and found I had been charged {$90.00} in XXXX account and {$40.00} in a second. I called customer service yet again to resolve and I was told it would be two business days until they could review the recorded call ( this call happened on a Saturday and I was assured I would be called the following Tuesday by an employee named XXXX XXXX in Pennsylvania ). The following Friday I called because I had yet to hear back and was immediately put through to a manager who contacted XXXX directly ( which appeared to acknowledge the issue that this was well outside the norm of acceptable ). XXXX called me later Friday and told me it would be another two business days before he could review the call and offered no resolution. Last night ( the XXXX Tuesday in which a call was promised ) I finally received a call back from XXXX. He told me he had reviewed the call and felt I was aware of the fees. I directly asked him if he listened to how the call ended, where I was required to receive a call back with fee information, and he said the best they could do was take half off the expense ( which rectified the duplicate charge and nothing else ). At the end of the call XXXX refused to escalate the issue and would not give me a contact if I had further questions. As of now XXXX has only credited half of the {$90.00} charge and has not credited the other portion of {$40.00} I was promised.
Company Response:
State: MA
Zip: 020XX
Submitted Via: Web
Date Sent: 2016-06-22
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-06-22
Issue: Application, originator, mortgage broker
Subissue:
Consumer Complaint: I sold my long-term home in XXXX XXXX at the end of XXXX and sought to buy a condo in early XXXX . The price of the condo was {$310000.00}. I was referred to Mortgage Broker XXXX XXXX a t Citizen 's Bank to obtain a mortgage. XXXX XXXX told me I did not qualify for a mortgage although I had sufficient cash from the sale of my home for a very large down payment. He offered to take out a mortgage in my name and to have me pay him the monthly mortgage payments and condo fees. I am not very sophisticated in mortgage matters and I trusted him and followed his advice. I gave him {$100000.00} in cash and he took out a mortgage for {$210000.00}. I thought the condo would be put in my name but instead it is in XXXX XXXX 's name. I have paid the mortgage and condo fees each month although XXXX XXXX claims the tax benefits of the interest payments. XXXX XXXX has threatened to evict me on several occasions as he no longer wants the mortgage in his name. I am of limited income and can not get a mortgage. I feel like I was taken advantage of XXXX XXXX and Citizens Bank, as I am not even sure if he or the bank even considered me for a mortgage. Also, Citizens Ban k and XXXX XXXX should have advised me to put more money as down payment or even pay cash for the condo, which I could have done. At some point after the purchase of the condo XXXX XXXX went to work for XXXX XXXX as a mortgage broker. He provides me with XXXX XXXX pre-paid envelopes and I send my monthly payments to him at XXXX XXXX . I believe XXXX XXXX should know what he is doing and he should be disciplined for taking advantage of me. I am a XXXX year old XXXX woman with health problems and limited income. The actions of XXXX XXXX , a licensed mortgage broker, and both Citizens Bank and XXXX XXXX have caused me financial hardship and emotional distress. I feel like I was cheated out of owning my condo.
Company Response:
State: MA
Zip: 021XX
Submitted Via: Web
Date Sent: 2016-06-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-06-16
Issue: Taking out the loan or lease
Subissue:
Consumer Complaint: To : Citizens Bank XXXX Rhode Island ; XXXX XXXX I am filing a grievous with Citizens bank as follows : I am writing in to report everything that has transpired due to the incompetence of Citizens bank XXXX Rhode Island. On XXXX XXXX when I went online to register my vehicle, I but was unable to do so. I than called the registration bureau and they advised me that my registration was under suspension, due to the title never being received for the new lien holder XXXX. I was completely unaware of it being suspended. I called XXXX and they informed me that Citizens never sent the title to them and had in turn lost my title. This is over a year ago that I had refinanced my vehicle XX/XX/XXXX this should have been taking care of long before now. I called Citizens to find out why they never sent it and was informed by them after getting the run around and having to request to speak with a manager numerous times that they had mailed it, but to the incorrect address, therefore resulting in it becoming lost. I have been going back and forth with Citizens to have them send a release of lien to XXXX. My credit union did receive the Release of Lien last Friday, XXXX XXXX, however, was not signed leaving it Null and Void. XXXX called Citizens stating they received the release of lean in unsigned and was informed by Citizens it would be resent that day as a rush, which should have been received no later than Tuesday or Wednesday from what Citizens stated. Citizens could n't just XXXX it instead sent it through regular XXXX Mail. It was never received in so again, I called Citizens back to find out where it was. They stated it was never mailed that XXXX XXXX wanted the title, which is incorrect. XXXX XXXX was aware they had lost the title and specifically requested the release of lien in which Citizens had sent, however, not signed! Citizens informed me it would be sent out again and XXXX XXXX and should receive it by XXXX XXXX. I just received a call from XXXX that they will not get it until Friday XXXX XXXX. This should have been received months XX/XX/XXXX. This has completely disrupted my entire life, it has disrupted my employment having to alter my work schedule which they were not happy about just so I could get ride. I had plans XXXX weekend with my girls and had to cancel them due to the incompetence of Citizens bank. I had to reschedule a doctor 's appointments, and depend on everyone to help in even getting to the grocery store or anywhere I needed to go. I had plans once again to go camping this weekend and again I had to cancel it due to not knowing whether it would actually come this time. Having your vehicle is your independence and because the incompetent behaviors of Citizens bank they have literally upset my entire being. I am extremely upset ( distraught ) there is absolutely no need of Citizens getting away with playing with their customers lives like this, it is extremely unprofessional as a Financial Institution. From the first time of myself or XXXX calling this should have been expedited, however, was not. This all would of not transpired had RBS got the address correct when mailing the title XX/XX/XXXX therefore places them responsible for my loss. " No amount of money will get that back for the loss my family has had throughout this nightmare. '' ** I have a Statement from XXXX that I can send Via : email with more details of what transpired. Sincerely, XXXX XXXX
Company Response:
State: ME
Zip: 040XX
Submitted Via: Web
Date Sent: 2016-06-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-06-15
Issue: Deposits and withdrawals
Subissue:
Consumer Complaint: I opened a checking account with Citizens bank on XXXX 2016 so I can get my social security payments deposited with them. On that day of XX/XX/2016 I deposited {$45.00} check that I need it to cash. In XXXX XXXX, 2016 I received the letter from social security administration letting me know that they were going to deposit my benefits checks to the new account I opened with citizens bank.Social security administration told me in the letter that it can take 1 to 2 months for them to deposit my money. Yesterday XXXX/XXXX/2016, I went online to see my balance which was {$1.00} before yesterday and then the bank put my balance to minus {$9.00} to my new checking account. I called the citizens bank branch in XXXX, NY and I spoke to them and they said that they are charging me a {$9.00} fee for not making deposits. I explain them that social security was going to make my benefit payments on my checking account next month and I told them that I 'm on fix income and I can not afford to pay any fees. the person at citizen bank told me that I have to pay the fees and on top of that more fees per day until my fees are paid. I 'm a XXXX person and is n't my fault that it takes up to 2 months for social security to deposit my benefits to my new checking account. This is the only income that I have and can not afford their fees. As a new customer to the bank I feel that I was wronged and communicated this to the bank I feel that they should delete these fees.
Company Response:
State: NY
Zip: 137XX
Submitted Via: Web
Date Sent: 2016-06-18
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-06-13
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: I sent an error resolution written inquiry on XXXX XXXX, 2016 regarding a number of issues including, failure to post payment and erroneous late charges/property inspection fees. The bank responded on XXXX XXXX and the XXXX 2016 that my inquiry was received. I have not received any further communication and my inquiry is unresolved. XXXX ) Additionally in XXXX 2016 another payment was not posted to my loan.
Company Response:
State: MA
Zip: 015XX
Submitted Via: Web
Date Sent: 2016-06-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-06-11
Issue: Other transaction issues
Subissue:
Consumer Complaint: I have recently initiated an International Wire transfer ( XXXX ) in my bank by filling in the Foreign Wire Request Form. It was accepted by a bank rep. It was on XXXX XXXX. Date the transfer should have been available to recipient is XXXX XXXX. As of today, the transfer has n't still reached them. In my bank they say the transfer is complete now. They called to double check the last name of the recipient saying their correspondent bank have probably made a mistake there. Yesterday, I asked them to open an investigation request to check the current status of the transfer.
Company Response:
State: MA
Zip: 02703
Submitted Via: Web
Date Sent: 2016-06-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-06-10
Issue: Fraud or scam
Subissue:
Consumer Complaint: My mom owns timeshares XXXX at a place called XXXX. She had been paying a monthly maintenance fee and had been researching ways to get out of the contract or sell them. Then one day she receives a phone call from a company called XXXX XXXX XXXX and they offer her {$56000.00} to purchase the timeshare. All they asked she do was send {$5600.00} in fee 's to the closing company XXXX XXXX XXXX and they would send her the funds from the sale. They communicate through email and they fax her official looking paperwork and my mom wires the money to XXXX thinking they will send her the $ XXXX. This whole thing is a Scam. Now I am trying to get her the money back and have these criminals arrested. She took a cash advances on her credit cards and can not afford to lose this money. I am just so angry with the criminals for ripping off my Mom and want them brought to justice. The XXXX who sent the wire asked no questions and just sent the funds to XXXX. I work in banking and we are trained conduct conversations with clients prior to sending funds to spot red flags. Had this banker done his job he would have realized this was a scam. I am meeting with the branch manager tomorrow. I also contacted the wire room at the bank and their investigations department but I know the chances are slim of getting the funds back or having an arrest made. My mom is filing a police report and a report with the FBI. I also called XXXX Bank where the funds where sent and they said the XXXX Bank where the funds where received is in XXXX and is separate from the XXXX Bank. I have been unable to get in touch with XXXX Bank in XXXX but am still trying.
Company Response:
State: PA
Zip: 152XX
Submitted Via: Web
Date Sent: 2016-06-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-06-08
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: Since XXXX we have paid our equity loan on time up to including XXXX XXXX. Citizens Bank returned the XXXX XXXX payment stating the account XXXX is closed. When I called the bank, I was surprised to be referred to XXXX, a debt collection agency who then referred me back to Citizens Bank ( XXXX XXXX XXXX XXXX XXXX who said the account changed last year and is now in foreclosure and then referred me back to the collection agency. Last year we were in chapter XXXX bankruptcy and the mortgage and equity payments as NEVER included or an issue in bankruptcy and again we always paid on time. The issue is that Citizens Bank never informed us of the account change and continued to add late charges and penalties totaling {$2100.00} XXXX XXXX ( Citizens Bank ) stated that due to the bankruptcy reason, Citizens Bank could not contact us. I stated that every month the bank accepted our monthly payment and although we were discharged in XXXX XXXX, the bank made NO attempt to call, email or send a letter stating the account was changed. My attorney ( XXXX XXXX ) from XXXX XXXX XXXX XXXX XXXX wrote a letter ( XXXX XXXX, XXXX ) to XXXX XXXX, SVP Citizens Bank Mortgage Services. At this point in time, no one from Citizens Bank will respond or speak with me or my attorney regarding the negligence of imposing penalties and late fees. We are asking that the penalties and late fees be removed because Citizens Bank was negligent in not notifying us of the account changes and continued to impose penalties and late fees. On XXXX XXXX, XXXX, we received the FIRST statement which shows fees and penalties removed and also added back in on the same statement. XXXX XXXX ( Citizens Bank ) said this was a confusing statement and referred it to her manager to respond to me. After two weeks, I never heard from Citizens Bank and called XXXX XXXX who stated her office was busy and can not speak further until payment is received including all penalties and late fees. My wife and I feel extremely frustrated that the bank has made no attempt to recognize the negligence with the only response is to put our home in foreclosure. Attached are copies of the letters from my attorney 's office, bank statement, Debt collection agency, and foreclosure notice from Citizens bank.
Company Response:
State: NY
Zip: 10541
Submitted Via: Web
Date Sent: 2016-06-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No