Date Received: 2015-10-28
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: I made a {$300000.00} electronic payment XXXX XXXX, which was confirmed by outgoing bank ( XXXX XXXX XXXX ). Bank with mortgage XXXX Citizen 's one ) lost payment, after finding it XXXX, they are not posting to correct date to account for lost interest. Every time I call they give my run around claiming it is posted correctly to the XXXX date. However there is no such documentation. Even when I check online. Most recently they reversed my $ XXXX payment and applied to XXXX making my principle increase. I have called multiple times and get told something. There is no one from finance dept that costumer service can turn to. On multiple time I was told I would receive call but did not. In summary, I a made a $ XXXX down payment to my principle balance to reduce interest, but this has not happened. 6 weeks of interest still charged and not credited.
Company Response:
State: MD
Zip: 20874
Submitted Via: Web
Date Sent: 2015-10-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2015-10-27
Issue: Deposits and withdrawals
Subissue:
Consumer Complaint: Hi, I have a circle checking account ( # XXXX XXXX XXXX ) with Citizens bank. I recently visited a branch XX/XX/XXXX to deposit a check and during that visit was told that my account is dormant. Apparently since XX/XX/XXXX up to this point, due to my account being inactive, I have been charged monthly fee of {$5.00}. Since XX/XX/XXXX was Saturday, the manager at that branch was not able to answer questions on when did my account started being dormant, why there has been no communication from bank about it, I went to my regular branch ( XXXX XXXX XXXX, XXXX ) to inquire about my account. I wanted to check why bank have NOT notify me in anyway about changes to my account status from active to dormant. I also did not receive any notification that I will be charged fees for keeping this account. The bank representative told me that I have eStatements, and if I have logged in and checked my balance, I would notice that I am being charged fees. I may have logged in to the account, but I believe bank eStatement are different that receiving notification from bank about account change. In my opinion, I should have received letter sent to my home address notifying me about charges that I will be occurring for keeping this account. I logged in today and tried to see if bank send me any notification via their system, but since they started charging me XX/XX/XXXX, I am not able to review any information ( see attached for showing no eNotices on my account ). The representative in the bank said that they can not see any communication on my account, but eStatements. Attached is my XX/XX/XXXX eStatement. I do not see any explanation of those dormant charges ... there is a note saying that I can waive a {$15.00} maintenance fee if I keep certain balance on the account ( see attached ), however I do not think this applicable to my account. However, there is no information what the dormant account means, when it started and what I have to do as customer to avoid this fee. I think this falls into UDaP ( unfair and Deceptive practice ), since bank did not notify customer of charges to the account. Yes, I could have logged in to the account to check my statement but I think with such substantial change of the account terms, there should have been a courtesy letter sent to my home address to notify me. There also should have been better explanation of the charge ( why am I being charged this and what I can do to stop being charged this fee ). I am very disappointed that bank would take {$95.00} dollars from my account. I can not believe that bank would charge me for 19 months a set fee and would not notify me. I know that they have correct correspondence address on the account, since they sent me a new ATM card. If I would have not go to the bank to deposit a check, I would continue to be unaware of diminishing account founds. At what point would bank notify me about the charges, when I would run out of money? Please advise of best way to receive refund of those charges. In my belief my account should have {$550.00} not {$450.00}. How do I go about receiving {$95.00} back into my account? I appreciate you looking into my case. When I visited the XXXX XXXX XXXX branch ( XX/XX/XXXX ), I was informed that I should have received a letter from the bank notifying me about upcoming charges and that I should have signed it and return it to the bank. The bank was looking into archive to determine if they have a copy of signed letter in their records, as I do not recall receiving and signing such letter. As of today ( XX/XX/XXXX ), I have not heard back from bank about their research. Thank you for your help in resolving this case.
Company Response:
State: PA
Zip: 19152
Submitted Via: Web
Date Sent: 2015-10-27
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: No
Date Received: 2015-10-27
Issue: Loan modification,collection,foreclosure
Subissue:
Consumer Complaint: we have been getting late night collection calls from our mortgage company because we are two payments behind. We have been in contact with the on a monthly basis to let them know why we are behind and when the next payment would arrive. The other night we received a call from the same number at XXXX. It showed up tonight again when the representative called and harassed us about all of the things we have given the information on just last month. The representative refused to accept my answers and threatened more harassing calls until the loan is brought current.
Company Response:
State: NC
Zip: 28212
Submitted Via: Web
Date Sent: 2015-10-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2015-10-23
Issue: Deposits and withdrawals
Subissue:
Consumer Complaint: I recently opened XXXX checking and XXXX savings account with Citizens Bank in Massachusetts. XXXX checking account was for a business and XXXX checking/savings account was for personal use. To open the accounts, I deposited XXXX checks totaling {$22000.00}. XXXX of the checks I deposited was a cashiers check in the amount of {$7500.00}. For whatever reason, Citizens Bank decided not to use the funds from the cashier 's check to open the accounts and used XXXX other personal checks instead. These personal checks, totaling another {$7500.00}, were not honored by the bank they were drawn upon. I spoke with the person that wrote the checks and he confirmed that the monies are definitely in the account and available. He suspected that they may have expired which caused them to bounce. I am now being told by Citizens Bank that they intend to charge me {$40.00} in fees due to these checks bouncing. In addition, they are placing a hold on all of the other checks that were deposited including the cashiers ' check. When I asked why they did n't use the cashiers check first they could n't answer and stated that they have a hold on these funds. Were they to use the cashiers check first, I would not have had any issues and would n't be charged the {$40.00} in fees. I would like to know why the cashiers check was not deposited first, why there is a hold placed on the cashiers check and why I 'm being charged {$40.00} in fees.
Company Response:
State: PA
Zip: 15143
Submitted Via: Web
Date Sent: 2015-10-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2015-10-23
Issue: Settlement process and costs
Subissue:
Consumer Complaint: I was divorced in XX/XX/XXXX. During the divorce, in XX/XX/XXXX, I signed a Quit Claim deed to allow my ex-spouse to re-finance the property into her name only. Citizens Bank, aka CCO Mortgage, took her application, but instead of re-financing, they changed the terms of the original loan. Changing things such as the interest rate, length of the loan, and payment schedule. I was informed by my ex that the loan had been re-financed and took her at her word. However, in XX/XX/XXXX, she fell behind on the mortgage, and the mortgage hit my credit report. I contacted CCO Mortgage, who informed me that they could not and would not provide any information on the loan to me because it was no longer in my name. They also refused to do anything about the credit report. My ex caught up on the mortgage, and since I could not afford a lawyer at the time, I let it go. XX/XX/XXXX, I found the payments were again past due. contacting my ex, she stated she was falling behind to do another modification. CCO Mortgage again modified the terms without my consent, and have now added my name back on the mortgage. Again with no notification or signature from me. I have now hired a lawyer, and am attempting to get my name off the mortgage, and my credit cleared.
Company Response:
State: NH
Zip: 03038
Submitted Via: Web
Date Sent: 2015-10-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2015-10-22
Issue: Settlement process and costs
Subissue:
Consumer Complaint: This complaint is related to the origination, processing and closing of a 30-year fixed rate conventional loan through RBS Citizens Bank, N.A. Buyers were subjected to numerous inaccurate, incomplete and misleading statements and documents provided by Loan Officer XXXX XXXX ( XXXX # XXXX ; phone XXXX ; email XXXXXXXXXXXX ). Additionally, the processing of buyers loan was not started until the day of closing, due to the fact that Processor XXXX XXXX ( phone XXXX ; email XXXXXXXXXXXX ) had not processed any components of the loan while the loan was assigned to her. General areas of concern are below : Mortgage Interest Rate : XXXX XXXX provided buyers a pre-approval with a rate of 4 % on XXXX XXXX. That same day, XXXX XXXX verbally stated to buyers that with the .125 % rate discount provided through the Citizens Bank Circle Gold Mortgage Advantage program, the final interest rate would be 3.875 %. XXXX XXXX informed buyers on XXXX XXXX that he " misspoke '' about the .125 % rate discount and that the final rate would be 4 %. Mortgage Loan Commitment Letter : Buyers received the Mortgage Loan Commitment Letter on XXXX XXXX, which included conditions previously satisfied by buyers. Buyers contacted XXXX XXXX on XXXX XXXX to inquire about the need to provide documents a second time to XXXX XXXX, who had been assigned as the loan processor on XXXX XXXX. XXXX XXXX stated that the document did n't reflect the progress being made and that no further action was needed, which was false. Buyers completed and returned the signed Mortgage Commitment Letter to both XXXX XXXX and XXXX XXXX on XXXX XXXX, and called XXXX XXXX the same day to ensure receipt of documents. At this time, buyers found out through XXXX XXXX 's voicemail that she was on vacation through XXXX XXXX. Buyers learned on XXXX XXXX from Senior Loan Officer XXXX XXXX ( XXXX # XXXX ; phone XXXX ; email XXXXXXXXXXXX ), XXXX XXXX 's supervisor, that no processing of the loan had been completed by XXXX XXXX prior to reassignment to a new processor. Good Faith Estimate : Buyers received Good Faith Estimate the week of XXXX XXXX. The GFE provided buyers with estimated closing costs of {$10000.00}. Final costs provided to buyers on XXXX XXXX totaled {$12000.00}, an increase of {$1900.00}, or 17.65 %. Buyers contacted XXXX XXXX twice on XXXX XXXX to determine the discrepancies in closing costs. XXXX XXXX claimed that he did not complete the GFE, and stated that the costs included on the HUD-1 form were lower than the initial cost estimates provided to the buyers. Buyers stated that their understanding was that the GFE superseded any initial cost estimates provided during the pre-approval process, to which XXXX XXXX provided no response. Disregard of Closing Date : Buyers were informed by their closing coordinator on XXXX XXXX that lender 's instructions had not yet been received. XXXX XXXX was the final business day prior to the specified closing date of XXXX XXXX. Closing coordinator encouraged buyers to contact both XXXX XXXX regarding the status of the loan and if the loan would be clear to close by the closing date of XXXX XXXX. Buyers spoke with XXXX XXXX, who stated that the loan would not close by XXXX XXXX. XXXX XXXX stated that technical issues were primarily the reason for the missing the closing date, but that the transferring of loan processors was also a factor. XXXX XXXX stated to buyers that the closing date was the date that the bank " works toward '' but is not a specific contract date by which the loan must be cleared to close. Buyers were informed by new Processor XXXX XXXX on XXXX XXXX that XXXX XXXX incorrectly identified buyers as XXXX, which further contributed to delays.
Company Response:
State: PA
Zip: 15642
Submitted Via: Web
Date Sent: 2015-10-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2015-10-19
Issue: Account opening, closing, or management
Subissue:
Consumer Complaint: My partner and I opened a joint checking account at Citizens bank responding to an offer of {$150.00} bonus for opening an account. This was mailed to me. See attached. To date, we have not received our bonus ( account was opened on XXXX XXXX, 2015 ). We had to call to report this and they asked us to scan in a copy of the original offer. We really should n't have to go to this much trouble. We have met all the requirements and we feel if we had n't complained it would have been forgotten. In light of the recent complaints against Citizens you would think they would do a better job at treating their customers better. To be fair, we are waiting to hear back from them. Customer service said it would take a couple days.
Company Response:
State: PA
Zip: 15217
Submitted Via: Web
Date Sent: 2015-10-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2015-10-19
Issue: Loan modification,collection,foreclosure
Subissue:
Consumer Complaint: My XXXX child was hit by a commercial van on XX/XX/XXXX. We almost lost her, there was an extensive hospitalization. I lost my husband on XX/XX/XXXX from XXXX. I was left with XXXX children ; my XXXX has XXXX and XXXX, myXXXX child was born with XXXX and XXXX. I work as a XXXX and struggle daily with the financial obligations of homeownership and medical expenses for my children.
Company Response:
State: NJ
Zip: 080XX
Submitted Via: Web
Date Sent: 2015-10-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2015-10-19
Issue: Customer service / Customer relations
Subissue:
Consumer Complaint: This is the 2nd complaint that I 'm filing against Citizens Bank. My first complaint # for CFPB is # XXXX. Briefly, that last statement I received from Citizens was XX/XX/XXXX which I paid in full. I did charge a few things on this credit card but never received any statements in the mail. I forgot about the charges and never received any more statements. Then XX/XX/XXXX I received the first of many past due letters charging me late fees. When I called I was told that I had changed to paperless statements which I never had and was told I could not change back to paper statements. If I wanted more than XXXX statements I would be charged a fee. After speaking to multiple people month after month and filing a complaint with your office I spoke to XXXX XXXX in the office of the chairman of Citizens bank who said he would handle this matter. That was XX/XX/XXXX. I just called him again today XX/XX/XXXX and he said the matter was turned over to XXXX XXXX and she was now investigating. I also received another past due letter today and finally a paper statement in the amount of {$140.00}. The letter I receive on XX/XX/XXXX said I owed {$73.00} so how did it get to {$140.00}. My credit score had been in the XXXX and now is in the XXXX. I am extremely upset by this as I 've never had a bad credit score and no one at Citizens seems to want to resolve this issue. I just want to pay what I owe and get this over with but since I received nothing for months in the way of statements I do n't know what I owe. Could you please submit another complaint on my behalf so I can get this issue resolved.
Company Response:
State: PA
Zip: 15227
Submitted Via: Web
Date Sent: 2015-10-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2015-10-17
Issue: Settlement process and costs
Subissue:
Consumer Complaint: Citizens XXXX Home Loans is not in compliance with the Fair Credit Reporting Act. I have enclose XXXX attachments with XXXX outlining CCO Mortagage ( original creditor ) agreeing to, " waive any possible recourse as to any deficiency on loan '' if I agreed to pay a XXXX time settlement offer of {$6800.00}. ( copy of check enclosed ) The other attachment is from my credit report. Citizens is reporting a XXXX balance and a collection/charge-off. XXXX indicate a recourse as to a deficiency on loan. This is a violation of the agreement enclosed ; Citizens is required by law and agreement to remove any and all derogatory comments from all credit reporting agencies as they constitute a recourse for a creditor to report a deficiency on a loan.
Company Response:
State: TX
Zip: 765XX
Submitted Via: Web
Date Sent: 2015-10-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: Yes