Date Received: 2015-10-01
Issue: Making/receiving payments, sending money
Subissue:
Consumer Complaint: I think Citizens bank needs to be examined for unfair and deceptive trade practices. I recently set up a recurring automatic payment to come out of my account to pay my mom 's assisted living rent each month. I set it up online through Citizens using their online bill payment functionality to come out of the account on the XXXX of each month beginning XXXX/XXXX/15. I also set up to get a reminder email too. Well to my surprise I got the reminder email yesterday XXXX/XXXX/15 stating that they were processing it yesterday and that the estimated delivery date per their experience with XXXX XXXX was XXXX/XXXX/15. The payment would be sent out via Mail since XXXX XXXX is not set up to electronically receive payments. Panic set in after getting this email since my mom 's XXXX check is not directly deposited until XXXX/XXXX/15 so if XXXX XXXX happens to get the check prior to that date it will bounce and fees will be assessed by both XXXX XXXX and the bank. This is unfair and deceptive since all the labels on the screens I filled in on Citizen 's website list the send date as XXXX/XXXX/15 and payment date as XXXX/XXXX/15. Sounds to me like Citizen 's has a big fee maker going on. I wonder how many consumers have had to be bounced check fees because of this practice. They need to change their program to include at a minimum a send date and a due date like other financial institutions. I have attached exhibits to support my claim. I called the bank customer service for something else and brought up the subject and they put a note on the file. The confirmation number for that note is XXXX dated XXXX/XXXX/15.
Company Response:
State: RI
Zip: 02889
Submitted Via: Web
Date Sent: 2015-10-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: Yes
Date Received: 2015-09-30
Issue: Settlement process and costs
Subissue:
Consumer Complaint: I am trying to stop the foreclosure of my home and have been working diligently with the Citizens Bank Home set for auction XXXX XXXX, 2015
Company Response:
State: MA
Zip: 02184
Submitted Via: Web
Date Sent: 2015-09-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2015-09-29
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: Our home was serviced by CHARTER ONE BANK.We paid additional amounts to pay off the loan early.Those amounts not applied properly towards principal reduction. The loan was paid off in 2/2011we wrote many letters to them to give us back the amount of {$2500.00}. they have not responded at all.
Company Response:
State: CA
Zip: 90278
Submitted Via: Web
Date Sent: 2015-09-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2015-09-29
Issue: Application, originator, mortgage broker
Subissue:
Consumer Complaint: I am writing once again to protest the possession of my stolen documents in your possession. It would help tremendously if you would address each point specifically. Please read carefully - as you have misread and avoided responding intelligently in the past : Citizens Bank XXXX CB XXXX knowingly processed a loan using stolen documents. XXXX XXXX, 2015 Letter from the Office of The Chairman XXXX XXXX XXXX confirms that the stolen documents were used : " Please note that the information provided does not negatively impact you financially as the documentation only provides proof that the taxes and insurance on the property are up to date. " 1. The information was n't " provided '' it was stolen. 2. CB ca n't use stolen documents then decide I am not impacted. That is not your role. In the CB letters of XXXX XXXX and XXXX XXXX it is stated : " ..the documents that were provided to Bank were accepted in good faith by our customer prior to any correspondence from you ... '' 1. This is confusing, ~Your customer fraudulently obtained those documents from me. There was no good faith on his part. There was correspondence between us and it was for a very specific family court matter. Not once did he ask/suggest/verbalize that he wanted my documents for a loan he was securing for a property I have no interest in. 2. I believe you mean : The documents were accepted in good faith BY the Bank FROM our customer. ~ Your customer intentionally and fraudulently obtained those documents from me but I am willing to allow that you initially unknowingly accepted them. I would not correspond with CB PRIOR to you receiving the documents because I had no idea that they were given to you. ( Within one day! ) However, once I became aware my documents were in your possession, I contacted you immediately. CB was fully aware as they proceeded to process the loan that the documents they were using were stolen. CB was contacted well before funding the loan with XXXX XXXX in XXXX that the documents were stolen. That fails all claims to " good faith '' behavior. In the letter of XXXX XXXX CB states : '' ..one of the most important responsibilities is the safekeeping of confidential information our customers have entrusted to us. " 1. I am not your customer ( I was a long time ago~ ) but I have been drawn into your customer base not by my choosing. If you respect privacy and confidential information, how can you in good conscience keep my stolen documents? 2. Another note on the 'safekeeping ' issues ... I am currently in possession of your current customers ' Buyers Authorization form with social security numbers, addresses, birthdates, and signatures. That does n't seem like a successful 'safekeeping '. And finally, in your most recent note from the Office XXXX XXXX, CB STATES : '' You are not an authorized third party and we are unable to provide information or documents to you. " 1. Those are my documents - they have my name on them. I am not a third party. I am the party. 2. You have no authority to have my documents in your possession XXXX return them. In your each of your letters you conclude with contact information and a seemingly sincere notation that hopes my concerns are satisfied. Your employees never call back. Never. My concerns are not satisfied. I want my documents back and I want the " XXXX loan '' financed with those documents terminated.
Company Response:
State: CA
Zip: 92037
Submitted Via: Web
Date Sent: 2015-09-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2015-09-25
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: I sold my property and my closing attorney wired the full HELOC payoff amount ( $ XXXX ) to Citizens XXXX on XXXX XXXX. On XXXX XXXX ( 6 weeks later ) I received a notification that my account was delinquent. With my account seemingly payed off, I was very confused. When I called Citizens XXXX, they said my account had not been closed and I owed XXXX $ to close the account. Again, if my account was paid off and closed, this makes no sense. After a lot of back and forth with Citizens XXXX and my closing attorney ( including all XXXX of us on a call at once ), the following came to light : - Citizens XXXX received the full payoff amount on XXXX XXXX ( we have the wire transfer documentation that states that it should be a payoff applied to my account ) - On XXXX XXXX, Citizens XXXX contacted my closing attorney to get the 'authorization to close the account '. The closing attorney and Citizens XXXX went back and forth several times attempting to fax the form. They notified the closing attorney several times that it did not come through ( I too have had problems faxing to Citizens XXXX ). - Eventually, Citizens XXXX did not return my closing attorney 's call to state that the fax did not come through, so the closing attorney assumed it was finally received. - Citizens XXXX then did nothing with the wire transfer for the next 7 days, so my account still had a balance and continued to accrue interest. - On XXXX XXXX, Citizens XXXX finally applied the funds to my account, NOT AS A PAYOFF, but as a standard payment. - AND, they did not backdate the funds to XXXX XXXX when the funds were received. - Thus, my account accrued interest until XXXX XXXX ( and then beyond because the interest compounded. ) Now, they want me to pay XXXX $ to close my account when they had the funds, per their payoff quote, on XXXX XXXX. Additionally, the original payoff included a XXXX $ recording fee, yet Citizens XXXX is attempting to charge me another XXXX $ fee a second time. * I have attached XXXX the wire transfer on XXXX XXXX and the new payoff request for XXXX {$.00}
Company Response:
State: GA
Zip: 30075
Submitted Via: Web
Date Sent: 2015-09-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2015-09-25
Issue: Problems caused by my funds being low
Subissue:
Consumer Complaint: I keep getting over XXXX XXXX but they wo n't let me check my account because I 'm supposed to have online bank account but I ca n't sign into it every time I go and try to sign in to tell me I 'm not authorized call do you get the problem solved they give me a new username and password I 'll try to get on and still ca n't. I 'm being charged {$300.00} a month I will draft the I ca n't afford them on a fixed income.
Company Response:
State: PA
Zip: 152XX
Submitted Via: Web
Date Sent: 2015-10-08
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: No
Date Received: 2015-09-25
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: I have a 15 year term 4 % simple interest mortgage loan with Citizens Bank that initiated XX/XX/XXXX. I always paid the monthly loan payments early, frequently by more than a week or so. Until XX/XX/XXXX, the bank provided payment coupons that did not itemize how the payment was applied- interest vs principal. This year, Citizens Bank began providing monthly statements providing a breakdown of interest vs principal. Recently, I happened to review and calculate the bank 's breakdown of interest vs principal on a current monthly statement. I found that the bank had erroneously calculated the breakdown, applying more of the payment to interest ( about {$40.00} or so if my recollection is accurate ) and a correspondingly lesser amount to principal, thus erroneouly overstating the principal balance due after payment was applied. I then went back and reviewed the other statements for this year and found that they all contained erroneous calculations of interest. I contacted the bank, and was told by a representative to " put a sticky note '' on the statement when paying, disputing their calculation. Finding this resolution unacceptable, I asked to speak with a supervisor. A supervisor reviewed the statement and had no explanation for the improper calculations of interest vs principal. I asked for a review of my account and that the bank send me a print out of my payments and their calculations. Because this is a " simple interest '' mortgage product, the fact that I would always pay the mortgage payment early, usually substantially so, would result in a payoff sooner than 180 months. It appears that Citizens Bank has been recalculating the interest/principal apportionment to insure that the final payment is not reached until the full 180 month term. I have not received the promised follow up by the bank. I would very much appreciate your investigatingthe bank 's activity re account. In a follow up communication, I can scan in and provide you with copies of the erroneous statements. Citizens Bank 's conduct appears unfair, deceptive and abusive and a violation of the Act. Thank you for whatever assistance you can provide.
Company Response:
State: CT
Zip: 064XX
Submitted Via: Web
Date Sent: 2015-09-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2015-09-25
Issue: Credit decision / Underwriting
Subissue:
Consumer Complaint: Been waiting for Citizens bank of XXXX, RI to release a XXXX mortgage - since XXXX 2015. Trying to get a line of credit. This is a old mortgage and I have refinance since this loan. Do n't understand how long is a reasonable time to wait.
Company Response:
State: RI
Zip: 029XX
Submitted Via: Web
Date Sent: 2015-09-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2015-09-25
Issue: Can't repay my loan
Subissue: Can't decrease my monthly payments
Consumer Complaint: I needed to borrow money via private loans to pay for college. I feel that the banks should have a fiduciary duty to explain what the repayment terms will be and also to better evaluate whether or not the student will be able to repay the loans. I am now in a position where I am really struggling to repay my student loans to Citizens Bank. I work XXXX jobs ( over 80 hours per week ) in order to keep up with my monthly payments and I still struggle. The reason I went to college was to enrich my life and my financial future, not to become a slave to my student debt which is exactly what has happened. I feel that Citizens bank should have never approved the amount of money that they lent to me while attending school, and at the very least they should have at least told me what my payment would be when paying off the loan. I felt they took advantage of me because I was nave and young and simply thought that this is what everyone did in order to pay for school. I have about XXXX in debt with citizens bank and I am experiencing a huge amount of stress and anxiety over my student loan payments. XXXX The amount owed to citizens is in addition to my federal loans, which seem to be much more reasonable ) I work so much that I feel that my health is jeopardized as I work from XXXX at my day job and often until XXXX XXXX 4-5 nights per week. Citizens bank is not willing to extend my repayment term or lower my interest rates which could really help me to pay this off at a much more comfortable rate. They took advantage of a young college student, and I do n't know where to turn for help. I ca n't keep working as much as I do. I hope the CFPB can help me. Thank you.
Company Response:
State: MN
Zip: 55404
Submitted Via: Web
Date Sent: 2015-09-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2015-09-23
Issue: Using a debit or ATM card
Subissue:
Consumer Complaint: I bank at Citizens Bank. The Citizens Bank I use often to withdrawal funds as ATM issues on a regular basis causing me to have to use other ATM 's that are not Citizen Bank owned. In the last week and a half alone among other times throughout the month the ATM machine has been down or the bank was roped off due to a robbery causing the use of NON Citizens Bank ATM 's. I was charge a number of fees they consider 'Convenience Fees '. When I called the bank to discuss the fees and the reasons why I was charged them, they only agreed to reverse XXXX of them. It is not right to charge a consumer fees for something they are supposed to supply and are unable to for whatever reason. To call it a 'Convenience Fee ' when it is clearly not a convenience it not right.
Company Response:
State: MI
Zip: 48045
Submitted Via: Web
Date Sent: 2015-09-23
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: No