Date Received: 2015-09-16
Issue: Application, originator, mortgage broker
Subissue:
Consumer Complaint: We applied for a mortgage from CCO Mortgage XXXX to help my sister purchase a house. The amount approved was not enough so CCO Mortgage did a second mortgage from Charter Bank. We did not know that the XXXX were the same mortgage company. My sister could not afford to pay the mortgages because the interest rates were so high. We had to apply for a modification. After a lot of complications, CCO approved the modification although they charged a lot of interest and did not do anything about the second mortgage to Charter Bank. So, my first complaint is about CCO Mortgage. While this modification application was pending, Charter Bank sent a notice that its second mortgage was in default. They said nothing about a chargeoff. Later, Charter One send us a letter giving us two choices, one to pay 70 % of the balance and they would chargeoff the 30 % and the other to pay {$200.00} per month with no threat of a chargeoff, only that the {$200.00} would continue until payment in full. A copy of is letter is provided. Then, XX/XX/XXXX. I applied for a refinance of my home and was rejected because the credit report showed a chargeoff of the loan from Charter Bank. Charter Bank, now saying they are Citizens Bank, state that they charged off the loan XX/XX/XXXX The bank reported a chargeoff to the credit bureau but did not in fact chargeoff the loan but continued to keep it active charging interest so that the {$200.00} per month was applied solely to interest. A copy of a statement showing the interest charged is enclosed. It is my opinion that CCO Mortgage knew that my sister could not afford the mortgage but financed it anyway and then they created a second mortgage, which was really with the same company, to illegally put more money in their pocket and intentionally create a situation which we could not afford. They should have turned the purchase money mortgage down. Then Citizens Bank, acting as Charter Bank, reported the loan as a chargeoff without notifying us, and without actually charging off the account. The letter, copy enclosed, led us to believe that there would be no chargeoff if we paid the {$200.00} per month, which we paid faithfully. We have contacted Citizens Bank and requested that they reverse the chargeoff. They refuse to do this.
Company Response:
State: MI
Zip: 48103
Submitted Via: Web
Date Sent: 2015-09-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: Yes
Date Received: 2015-09-15
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: I filed a complaint against Citizens Bank. They made an adjustment that did not solve the problem and now refuse to return my call. I have placed XXXX calls to the Chairman 's office. XXXX XXXX XXXX callsXXXX XXXX call-his voicemail says he is back from vacation as off yesterdayA {$600.00} ( approximate ) payment was not applied to the balance of my mortgage in XX/XX/XXXX. If it had been the balance going forward along with the interest charged on the reduced balance would have been less with each additional payment since the balance would be less. The paperwork supporting this was supplied to Citizens. Citizens applied the money that was paid in XX/XX/XXXX today and wanted to wash their hands of it. So they want to keep the additional interest they have charged and I have paid from XX/XX/XXXX to XX/XX/XXXX instead of recalculating the balance. Interest was charged on a higher balance. I think the bank should understand this. I want the payment applied and then the interest calculated on the reduced balance from the time the payment should have been applied to now. Yes, it will be many calculations since the error dates back a few years but I am sure there is technology that can assist XXXX XXXX or XXXX XXXX so it does n't have to be done long hand. I hope this can be resolved to my satisfaction soon.
Company Response:
State: NJ
Zip: 080XX
Submitted Via: Web
Date Sent: 2015-09-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2015-09-12
Issue: Account opening, closing, or management
Subissue:
Consumer Complaint: On XXXX XXXX of 2015, I called the Customer Service Phone Number for Citizens Bank in Rhode Island because I noticed a {$35.00} overdraft fee that did not seem appropriate. Specifically, the fee was assessed on XXXX/XXXX/15 for check # XXXX in the amount of {$220.00}. I feel the fee is unfair because the check was only processed by the bank on XXXX/XXXX/15 when funds were sufficient. According to XXXX and XXXX from Citizens ' " New Mexico Phone Banking Department '', the fee was assessed because funds were insufficient on the day before ( XXXX/XXXX/15 ). I expressed to these representatives that, as a factor of dealing many times with Citizens and overdrafts in the past, we were closely watching for notifications of transactions on the evening of XXXX/XXXX/15. This is because we 've been told innumerable times by Citizens ' customer service representatives that, as long as we watch the online activity and ensure funds are sufficient by XXXX of each day, we will not incur any overdraft fees in the future. To be clear, there have been no notifications of transactions that caused our account to fall below zero dollars from the morning of XXXX/XXXX/15 up through to the present time which is XXXX/XXXX/15 at XXXX. In addition, I informed XXXX that we would have transferred money from our XXXX account ( via ATM 's ) if a notification had appeared online. Moreover, I even checked my account the morning of XXXX/XXXX/15 before going into school and nothing about this transaction was evident online. When I expressed this information to XXXX, the Supervisor, he then told me that " online banking is only a tool for customers '' and that it can not be completely relied upon for accuracy. This contradicts what I 've been told every single time I get an overdraft fee ( and it happens all the time honestly ) ; in fact, I was told this just within the last week or so when I incurred a different, unrelated overdraft fee. XXXX further declined to grant a reversal of the fee on the basis that they have been gracious enough with reversals in recent past encounters. I explained that the other transactions were irrelevant because this situation is unique, but he was not persuaded to help me. I feel that since funds were sufficient when the bank did process the check, an overdraft fee is just inappropriate, unfair, greedy, and overly punitive. Moreover, I 'd like to know if I am one of the bank 's customers from whose deposits they stole money over the last couple years. If so, this means I 'm going to be receiving money back from them in a lump sum. Depending on the amount to be returned, this could also mean that perhaps some or all of the overdraft fees incurred during this time period should be reversed in my favor. I also think it 's important that this same courtesy be given to every one of the customers from whom it stole money, along with a hand-written letter of apology. Please do what you can to help me as I am in XXXX XXXX and trying to keep bread on my table. I have only {$4.00} to my name right now as a consequence of this fee, and I may consider suing Citizens for emotional distress as well if this is not solved expediently. Thank you Consumer Protections!
Company Response:
State: RI
Zip: 02860
Submitted Via: Web
Date Sent: 2015-09-12
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: No
Date Received: 2015-09-09
Issue: Deposits and withdrawals
Subissue:
Consumer Complaint: I deposited a check in XXXX currency with the Citizen 's Bank XXXX XXXX, 2015. Instead of converting to XXXX currency at the published Exchange rate of C {$1.00} = XXXX {$0.00} on the date of conversion, the Bank gave an Exchange rate of C {$1.00} = XXXX {$0.00}. This amounted to a difference of more than XXXX {$1800.00} in their favor for handling this transaction. I called XXXX other banks with whom we do business, and was told they always used the posted official daily exchange rate. Please respond with the Official FTC policy regarding this matter. Thank you. XXXX XXXX XXXX XXXX ( XXXXXXXXXXXX, Tel. ( XXXX ) XXXX )
Company Response:
State: NH
Zip: 038XX
Submitted Via: Web
Date Sent: 2015-09-15
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: Yes
Date Received: 2015-09-04
Issue: Deposits and withdrawals
Subissue:
Consumer Complaint: On XXXX/XXXX/2015 I received an overdraft fee in the amount of {$35.00}. I was told by the manager at the XXXX branch that it was caused by the XXXX XXXX preauthorized debit. As you can see on Document # 1, XXXX XXXX was posted to my account on XXXX/XXXX/15. Then on XXXX/XXXX/15 I was able to withdraw {$130.00} out of my account because I had sufficient funds available. As you can see, on XXXX/XXXX/15 I had a balance in the amount of {$5.00} which would have covered the XXXX XXXX transaction. Once again, this a plot to take money from the consumer. I asked the manager what time did the preauthorized debit post, she did n't have an answer but she told me what time ALL the other transactions posted. The bank is refusing to give timestamps for preauthorized debits just so they can get the overdraft fees. As I explained to her as well if XXXX XXXX was the transaction that overdrew my account, then why does n't it reflect on my statement. There are no parentheses showing that my account was in the negative at any given time. Anytime your account is in the negative, it will have parentheses around that item. So either way this is deceptive practices.
Company Response:
State: OH
Zip: 44128
Submitted Via: Web
Date Sent: 2015-09-04
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: No
Date Received: 2015-09-03
Issue: Managing the loan or lease
Subissue:
Consumer Complaint: Dear Consumer Financial Protection Representative, My complaint number is # XXXX. Since filing our complaint to you, there has been more errors made on the Citizens One Auto Finance PAYMENT HISTORY SHEET FOR US, that Citizens sent to us.. They are still stating that certain payments have not been made. Now they have XX/XX/2015, and XXXX 2015 also as not paid by us. XX/XX/2015 payment they have as not paid we already told you about. I am attaching the BANK STATEMENT RECEIPTS FOR THESE PAYMENTS THAT WE MADE. ALONG WITH ALL THE PAYMENTS THEY SAY WE DID N'T PAY. AND BANK RECEIPTS AGAIN. They need to adjust principal balance, Remove late fees and clear false credit reporting that they have made. I am also including where they started to charge late fees when was not owned. Please look at sheets. Thanks .Our payments are {$480.00} on the XXXX of the month with a 10 day grace period following the XXXX of the month.
Company Response:
State: GA
Zip: 30315
Submitted Via: Web
Date Sent: 2015-09-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: Yes
Date Received: 2015-09-03
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: Repeated harrassment phone calls at my place of business on the XXXX day of the month ( mortgage payment due on XXXX to the XXXX -- STATED ON MORTGAGE!!!!! ) -- Just to help stop harrassment, I am mailing payment two days before XXXX -- due to mail -- not there yet -- they are making me lose my temper at my business -- causing stress -- please make them stop calling me immediately.,
Company Response:
State: IL
Zip: 60193
Submitted Via: Web
Date Sent: 2015-09-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2015-09-01
Issue: Making/receiving payments, sending money
Subissue:
Consumer Complaint: Citizens Bank XXXX Headquarters : XXXX Citizens XXXX, XXXX, RI. ) continues to cheat customers by not correcting electronic mistakes. The {$34.00} XXXX they have to pay for shortchanging customers is apparently not enough of an incentive to clean up their act. I made an online transfer from my Citizens Bank checking account to my Citizens Bank XXXX ; the online transfer was scheduled for XXXX XXXX, 2015. Due to technology issues with their vendor that occurred the evening of XXXX XXXX to XXXX XXXX, this transfer failed. When I logged into my online Citizens Bank account to pay a bill, I noticed a " transfer failed alert '' in the Alerts Center XXXX see attached documents ). I rescheduled the payment transfer to take place immediately, which was then past due on account of circumstances out of my control XXXX technology failure at Citizens Bank 's end ). I assumed that I would not be charged late fees and interest for the late payment. I was wrong. I opened my billing statement to XXXX I was being charged a {$25.00} late fee, as well as interest of approximately {$60.00}. I find it odd and disturbing that they sent me an immediate alert that my payment transfer from my Citizens Bank checking account to their Citizens Bank credit card failed to go through, yet no alert indicating I would not be charged a late fee and would not be responsible for interest charges. They were aware that my payment failed to process due to a technology issue at their end ; therefore they should have also been aware the late payment would result in erroneous interest charges and fees at my end, yet they failed to communicate this to me. I had to make a phone call to Citizens and was kept on the phone for XXXX minutes waiting for this issue to be resolved. It was finally resolved, but only because I caught the error.
Company Response:
State: PA
Zip: 152XX
Submitted Via: Web
Date Sent: 2015-09-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2015-08-27
Issue: Credit decision / Underwriting
Subissue:
Consumer Complaint: We are dealing with CCO Mortgage in XXXX XXXX. VA. We are in our XXXX month of trying to get a loan modification, which they told us we are eligible for this and that we also are eligible for other programs. We filled out paperwork and sent forms over and over maybe XXXX times and we are told that they do not have forms and that we are in default because we did not comply on time. We can document and prove that all paperwork has been sent many times. We want others to know that they are also dealing with a company that is not certified by the XXXX.
Company Response:
State: PA
Zip: 182XX
Submitted Via: Web
Date Sent: 2015-08-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2015-08-27
Issue: Deposits and withdrawals
Subissue:
Consumer Complaint: I opened an IRA XXXX Traditional ) in XXXX at The XXXX XXXX XXXX XXXX, MA XXXX XXXX Br-anch. In XXXX I added to it. I thenmoved in XXXX XXXX and forgot about this accnt. Now in XXXX my Father finds an old statementof the money and interest that I had in this acct. XXXX trust no longer exists. It became XXXX Bank and then Citizens Bank. Thecurrent bank has no record of my original acct. I do not remember every receiving notice of anaccount from XXXX savings bank. In XXXX when I moved to XXXX I have since moved8 times and my name has changed. How do I goabout finding this IRA? Thank you for your help.
Company Response:
State: ME
Zip: 04240
Submitted Via: Web
Date Sent: 2015-09-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No