Date Received: 2016-01-07
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: Citizens one bank is skewing the financial figures in my escrow account to make the short fall caused by the property tax increase to appear greater than it actually is in order to raise my monthly mortgage payments significantly. ( Please view PDF doc named Escrow -shortfall ). Also, they are double charging for the short fall. Citizen XXXX has already deducted the short fall amounts from the escrow contributions from my monthly mortgage payments for XX/XX/XXXX. They increased my monthly mortgage payments for XXXX to pay back the money that they advanced me for the Escrow short fall, which was already paid back XX/XX/XXXX. They deducted from the XXXX contributions {$39.00} on XXXX/XXXX/XXXX and then again deducted {$360.00} on XXXX/XXXX/XXXX to repay Escrow advance. Why do I have to pay back the short fall twice? XX/XX/XXXX they simply factored in the Escrow short fall into my monthly payments and did not deduct anything from the Escrow contributions. This year they did both! ( Please view PDF doc named Account Activity ). Another issue that concerns me is that the actual Escrow short fall for XX/XX/XXXX was only {$400.00}. How can the escrow account be short {$1000.00}? ( Please view PDF doc named Escrow shortfall ). Citizen One bank claims they are charging me over double the amount of the actual shortfall because the Escrow amount fell below {$830.00}. It would not have fallen that much if they simply incorporated the short fall into my monthly mortgage payments like are supposed to instead deducting it immediately from the Escrow contributions. By deducting the {$400.00} directly from the contributions they unnecessarily increased the XXXX deficit and made it look larger then it actually was. They did this to INCREASE MY MORTGAGE PAYMENT OVER A XXXX DALLERS for XX/XX/XXXX and THIS IS BEFORE THE Mortgage ARM AJUSTS. The rate for my ARM is not set to adjust until XX/XX/XXXX. ( Please view PDF doc named Mortgage Statement ). Since the escrow shortfall was deducted already from my Escrow contributions for XX/XX/XXXX, my mortgage payment should remain the same as before. Which was {$1400.00}. Because of Citizens bank double charging me for the {$400.00} escrow short fall, my mortgage payment now jumped to {$1500.00}. There should be no increase Until XX/XX/XXXX when the ARM for the mortgage is set to adjust.
Company Response:
State: IL
Zip: 60004
Submitted Via: Web
Date Sent: 2016-01-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: Yes
Date Received: 2016-01-05
Issue: Problems caused by my funds being low
Subissue:
Consumer Complaint: Overdraft fees were computer manipulated over the holiday week of XXXX and new years. All the money was in my account to cover all with drawals. Some transaction did not show for a week. With ease money was switched from my account to citizens bank. Simply Bank fraud and manipulation. I have been overseeing the manipulation for 40 plus years. I appreciate your agency help me return my hard earned money.
Company Response:
State: NH
Zip: 030XX
Submitted Via: Web
Date Sent: 2016-01-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-01-05
Issue: Problems caused by my funds being low
Subissue:
Consumer Complaint: Account manipulation from my personal checking account.
Company Response:
State: NH
Zip: 030XX
Submitted Via: Web
Date Sent: 2016-01-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-01-02
Issue: Problems caused by my funds being low
Subissue:
Consumer Complaint: I have XXXX different accounts with citizens bank. I rented a car in enterprise and they took XXXX separate amounts on XX/XX/XXXX and XX/XX/XXXX so I could n't transfer the money to cover my gas and electric bill so I got charged the overdraft fee on XXXX of my accounts. I called citizens and explained the situation and at the time it was only showing XXXX overdraft fee which they reversed but later on that day the other fees came in but they refuse to reverse the fee? XXXX returned the money they was n't supposed to take out but now I am stuck with the over draft fees.
Company Response:
State: RI
Zip: 02895
Submitted Via: Web
Date Sent: 2016-01-02
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: No
Date Received: 2015-12-30
Issue: Making/receiving payments, sending money
Subissue:
Consumer Complaint: Overdraft Charge on Electronic Payment. I Did Not opt IN for ATM, debit card or electronic payment overdraft. So my expectation is that the bank will NOT attempt to make a payment if I do not have funds on my accounts. Citizens Bank is charging me {$35.00} overdraft fee on electronic payments I programmed in its electronic payment online banking. Note that the bank CANCELED the payment and will charge me an overdraft for a payment that it will NOT perform. The overdraft fee is called, a return fee. The explanation is that Citizens bank needs to reimburse, Citizens Service provider that tries to make the payment when there is no funds available. My Rationale : I understand that my OverDraft Opt out rights are being twisted. If the account does not have funds and Citizens Bank knows about it, Citizens should NOT perform the payment ( as actually it did NOT ) and NO Fee should be imposed. Citizens Bank twisted this logic, by NOT performing the payment and calling the the fee ( {$35.00} ) a return fee. Talking to the bank representative, the payment will be resubmitted automatically and if there are still lack of funds another fee will be imposed. This behavior seems to twist the opt-out rights afforded by legislation.
Company Response:
State: CT
Zip: 068XX
Submitted Via: Web
Date Sent: 2015-12-30
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: No
Date Received: 2015-12-28
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: I have a mortgage loan with citizens one. XX/XX/XXXX to XX/XX/XXXX. In XXXX of XXXX citizens one charged us a bankruptcy and foreclosure fee. We were current with R I Housing hardest hit home fund. My escrow payments increased significantly since we been paying our mortgage ourselves since XX/XX/XXXX. I asked for a statement and citizens charged us and can see the charge for B/R and F/C. We were under the hardest hit home at the time. I contacted citizens several times and they ca n't explain what this fee is for snd why I was charged. On XXXX/XXXX/XXXX there is a fee of XXXX for misc. B/R and F/C fees. This has caused a shortage in my escrow. We do n't owe these fees this is a mistake on their part that they refuse to correct.
Company Response:
State: RI
Zip: 028XX
Submitted Via: Web
Date Sent: 2016-01-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: Yes
Date Received: 2015-12-24
Issue: Disclosure verification of debt
Subissue: Right to dispute notice not received
Consumer Complaint: I was contacted by phone from XXXX right before or around the 7 year date of past due payment to Citizens Bank VISA. I owed approximately {$9000.00}. They did n't tell me I had a right to dispute. They offered for me to settle with them at a reduced rate, of which I had no funds to provide. They said I could work out a payment plan monthly. I told them I could n't afford to pay much back in payments monthly because since XXXX I had been on XXXX. I also told them I know it is my responsibility to pay it back. I wanted to pay it back too. Then I told them I was n't working and had no idea when I would be returning to work. I have n't had substantial earnings having tried several places of employment only to have symptoms return and have to quit the job. Holding employment PT for 6mo or less. I 'm working now since XXXX of XXXX at only XXXX a week as that is all my XXXX and I know that I can manage. For the month of XXXX XXXX XXXX did n't take my auto-pay payment and did n't contact me. This payment is taken on or about the XXXX of each month since, I think, XXXX XXXX. I have paid back close to XXXX already. They may have not taken auto-pay because in XXXX I reported a lost or stolen debit card and the XXXX sent me a new one with different debit card #. I called to explain this to XXXX on XXXX/XXXX/XXXX after receiving my XXXX statement but I could only leave a message as the call was n't taken from me. In addition, I called to let XXXX know that I have recently found out that they can not collect XXXX for payment of collections. I am fearful they will take more money from me now that this month of XXXX XXXX the {$150.00} garnishment from my Bank account was not processed, which they may believe is intentional on my part. This would break any phone agreement we made in XXXX. I 'm also contacting you to ask, " Can they take this money from me legally? '' And, " Who can represent me if they are n't allowed? '' Thank you for reviewing and responding to my concerns.
Company Response:
State: NY
Zip: 14206
Submitted Via: Web
Date Sent: 2015-12-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2015-12-22
Issue: Credit card protection / Debt protection
Subissue:
Consumer Complaint: I have made several attempts about a charged off account from Citizens one ( RBS ) bank. As this account has constantly been inaccurate, they are consistently destroying my credit report with unfair credit reporting. They have changed the information on the credit report XXXX different times in the past year alone, each time furnishing inaccurate and untrue information. I have disputed this multiple times with the credit bureaus. Further, they had a debt collector, XXXX, call my home an harass me at all hours of the night. Further they used inappropriate language telling me I am a " scumbag that does not pay my bills. '' They then threatened me that if I did not pay they were going to freeze my bank account and get me locked up in jail. The man I spoke to refused to give me his name and started to name all my family members insinuating that my family would be at risk if i do n't pay. XXXX XXXX 's address is : XXXX XXXX XXXX XXXX XXXX XXXX XXXX, XXXX, NH XXXX according to XXXX. Further, I 've attempted to contact the company to remove this debt, but the only information I 've received from the credit bureaus is a phone number that is inaccurate. I 've been harassed and my credit worthiness has been hurt by this! I am including a snapshot of the phone number that they are reporting, which gives a disconnected line every time you attempt to call.
Company Response:
State: NY
Zip: 11234
Submitted Via: Web
Date Sent: 2015-12-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: Yes
Date Received: 2015-12-22
Issue: Problems caused by my funds being low
Subissue:
Consumer Complaint: On XXXX/XXXX/2015 my account was deducted for a new subscription/donation charge of {$5.00} to XXXX XXXX XXXX MA. It caused the business checking account to be XXXX short. The bank charged a {$39.00} fee ( 3 ) days later. Since the order of the charged deducted are completely under the banks control they can manipulate the order of debits to cause a fee. But, the fee came from the {$5.00} debit and not the rest of the checks and charges. {$39.00} dollars is a lot of money for a XXXX cent overage.
Company Response:
State: RI
Zip: 028XX
Submitted Via: Web
Date Sent: 2015-12-22
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: No
Date Received: 2015-12-21
Issue: Managing the loan or lease
Subissue:
Consumer Complaint: I have a car loan which I routinely pay on line. I paid XXXX payment on XXXX. A week or two later I received a late payment due from their collection dept. After a long conversation on the phone I finally convinced them that I was looking on the computer screen at my bank account and saw that they debited the money from my account on XXXX. They supposedly saw what happened and said they would take care of it. Twu weeks later I received another letter from the collection dept. with more late charges. I called again and they said be patient and it will be corrected. Three weeks later I received another letter from the collection dept. This is ridiculous that in this day and age they can not just bring up my account on the computer and fix the problem with one or two keystrokes. I am now concerned that this is going to affect my credit score as it is XXXX. I just want it fixed and a written letter from them stating that this will not avvect my credit score and to get rid of the late charges. I actually talked to a XXXX ( a supervisor ) but still a pronlem is there and not even an apology.
Company Response:
State: PA
Zip: 186XX
Submitted Via: Web
Date Sent: 2016-01-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No