Date Received: 2015-06-13
Issue: Problems caused by my funds being low
Subissue:
Consumer Complaint: My bank account is at Citizens Bank. I reside in XXXX. I have had this account for XXXX years. At first I might show an overdraft at the beginning of the year when my health deductibles had not been satisfied. Each time I was charged {$35.00} to {$37.00} dollars overdraft. I had my debit card management changed so that the transactions world not go through if there were insufficient funds as I was unable to tell what the bank was doing. My paycheck is electronically transferred over night on Thursday to Friday. I had my mortgage payment bill pay set to go out the day I got paid for years and never had a problem. Last year I decided to link my savings account to the checking account to decrease the overdraft amount from $ XXXX to {$6.00} to ovoid the XXXX quarter phenomenon. Well, I began to bounce checks on a regular basis including the mortgage payment which I knew was traditionally paid on payday. I called the bank and got some story about the items being entered as they come in and the payment must have been entered first. Recently, I paid a painter {$400.00}. I told him the check will be good the next day on Friday after I get paid. Citizens bounced the check and something like that had never occurred prior to hooking the savings account to the checking. I have a long history of accounts at XXXX, XXXX XXXX and an XXXX XXXX XXXX and never bounced checks because of careful planning. I am unable to plan payments anymore at Citizen 's bank nor am I able to track what the Bank is doing because my web access does not show that. Thus, they are enabled to shift income and payments to overdraft my account. For hard working, responsible individuals, such as myself, this makes it impossible to manage a budget and it smacks of thievery on Citizens Bank 's part. Can you assist?
Company Response:
State: PA
Zip: 16601
Submitted Via: Web
Date Sent: 2015-06-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2015-06-08
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: CCO Mortgage - Citizens Bank collections department has been calling me XXXX times a day for the last week. My account is up to date, and I have never been late on a payment since the loan originated. After talking to XXXX people, I found out that they implemented a new policy to call their customers if payment is not made by XX/XX/XXXX - even though the grace period to make a payment is until XX/XX/XXXX. Payments received after XX/XX/XXXX are considered late and will incur a late fee. There is no way to stop these phone calls unless I do a " cease and desist ' letter. My account is in good standing. They have no right to contact me over and over again for payment when I am well within my grace period.
Company Response:
State: CT
Zip: XXXXX
Submitted Via: Web
Date Sent: 2015-06-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2015-06-02
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: In XX/XX/XXXX, I thought I was selling my house on XXXX XXXX and I requested my XXXX installment of my taxes ( Due XXXX XXXX ) be paid early, so I would have less cash to bring to closing as my house is still underwater. Instead, as I found out later, CCO mortgage put a hold on my escrow so the taxes would not be paid. My closing date was changed then finally canceled as the sale fell through. On XXXX XXXX, I spoke to XXXX people at CCO mortgage trying to find out why my taxes were not paid. The XXXX person I spoke to in the tax and escrow department, told me there was a hold on the escrow. The XXXX person in customer service dept. said the hold on the escrow had been canceled on XXXX XXXX. The XXXX person I spoke with in the tax and escrow dept said CCO could not pay the taxes for 15 days ( XXXX XXXX which would have been late ). The last thing I said to her was " forget it, I will pay it online ''. That night I paid my taxes on line, so I would n't be late. Then 5 days later they sent a check, after I was told it would take 15 days. I am extremely angry at that the incompetence of everyone I have spoken to or emailed at CCO mortgage. 1 ) my request for the taxes to be paid early, was ignored. 2 ) instead of paying the taxes early, they put a hold on my escrow against my wishes. 3 ) The XXXX person in the escrow dept and the XXXX person in the customer service dept told me XXXX conflicting statements about the hold on the escrow. 4 ) the XXXX person in the escrow dept told me it was impossible for the taxes to be paid on time, because it would take 15 days to pay it, which was wrong. 5 ) I told the XXXX person in the escrow dept I would pay it on line. Then 5 days later they paid it. 6 ) Now they tell me I have to go get my money back from the county after when their check has n't even cleared yet. I have never in my life dealt with such incompetence.
Company Response:
State: IL
Zip: 60563
Submitted Via: Web
Date Sent: 2015-06-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2015-06-02
Issue: Application, originator, mortgage broker
Subissue:
Consumer Complaint: I applied for mortgage modification in XX/XX/XXXX. I was current and have excellent credit. I provided all necessary requested documents by the end of XXXX. I was told that it will close by end of XXXX or by XXXX. I received approval and new payment amount starting in XX/XX/XXXX. My old payment amount on my mortgage is withdrawn automatically but i am getting delinquency letter. I have contacted them and they have not sent anything in writing but verbally said that i am not delinquent. I am told now that it will show on my credit as delinquency for a period of time. I was not told this at any point in the refi process. I am current and have paid. Tried to contact them several times and made call appt. but no response. Lack of response and my delinquency status is worrisome. I was decline HELOC refi from XXXX. My real estate tax was to be paid by CCO since it is escrowed in the new loan, it is not paid yet. Now it is XXXX and my mortgage refi is not complete or close yet. They have dragged this process long for no apparent reason. I have provided all required information right away. Signed and sent documents on XX/XX/XXXX.
Company Response:
State: IL
Zip: 60053
Submitted Via: Web
Date Sent: 2015-06-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: Yes
Date Received: 2015-06-01
Issue: Deposits and withdrawals
Subissue:
Consumer Complaint: A refund was illegally refunded by XXXX to a closed debit/checking account w/ Citizens Bank XXXX After many phone calls into Citizens Bank, was finally able to find that the refund was in fact sent to my closed account & a check was issued for the refund one month later. After 4+ weeks of no check being received, I began to call into Citizens Bank requesting a re-issue be done as I still had not received the refund check that was righfully mine. Another week passed and they stated they were going to notify the correct department to place a stop payment on the check. Low and behold, two days later I received the check and I did call to make them aware that I had received the check. I received a phone call assuring me that the stop payment had not been placed on the check and it was ok to cash. Upon cashing the check on XXXX XXXX, 2015 when the refund was placed into my closed account on XXXX XXXX, 2015, I received a letter from my current institution on XXXX XXXX, 2015 via mail that there was a stop payment and that the funds had been withdrawn from my account. This refund was performed by XXXX on XXXX XXXX and I am still waiting for that refund as it has been 3 months. Who exactly is getting the interest on this said money that does n't belong to them yet make it ever so difficult to return to the rightful owner?
Company Response:
State: VA
Zip: 22980
Submitted Via: Web
Date Sent: 2015-06-03
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: No
Date Received: 2015-06-01
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: My husband was severely injured at work. We were receiving XXXX XXXX payments. At times the payments were delayed for a few weeks at a time. We had delayed paying our property taxes so CCO Mortgage made our payment on our behalf. They notified us our next months mortgage payment of {$550.00} would include an additional {$630.00} to pay back to escrow. This was XX/XX/XXXX. We paid the {$1100.00} for XX/XX/XXXX-XX/XX/XXXX. XXXX we paid {$1100.00} they held this payment and it was not applied to the XXXX bill because it was {$6.00} short. I had assumed that it was being held due to us applying for a loan Modification in XXXX. ( We were denied a modification in XXXX. ) XX/XX/XXXX we received the {$1100.00} check in the mail and that is when I was told the payment was not applied for XXXX because it was {$6.00} short. They would not accept any payment except for the total past due {$3500.00}. I was told If we paid off the Escrow balance of XXXX and include a letter stating you do not want them to pay the taxes ( non-Escrowed ) Then our past due payments would return to the regular affordable amount and we would be able to catch up. We sent them a Check for {$1800.00} certified on XX/XX/XXXX. I called CCO Customer Service department to let them know I sent the check and to make sure they would not pay the upcoming property tax bill due by the end of XXXX so we could catch up. The next day CCO Paid the property taxes. They received our payment of the past due escrow and would not adjust our past due payment amount. Nothing was adjusted, this is after attempting to have at least XXXX different people look at our account and see that we would be overpaying our negative escrow balance by over XXXX. Getting in contact with them and being transferred from XXXX department to another and back several times and getting disconnected during the transfer seems to be their specialty. As well as conflicting answers and unwillingness to help or understand. We had not paid since XX/XX/XXXX. Or XX/XX/XXXX bill went up to $ XXXX.No answers for that from CCO. XXXX XXXX Applied again for loan modification. Sent every single form requested in a XXXX inch thick full envelope. Called made sure it was received and if anything else was needed, ( I knew what was expectedfrom the prior modification attempt. ) I was told it would take time to see what was needed and I would be contacted. I called back at least XXXX times a week to see if anything else was needed. On XXXX XXXX I was told I needed XXXX forms which I faxed to my servicer on that same day. Confirmed she received them after several frustrating phone calls being bounced around.From XXXX XXXX to XX/XX/XXXX I spoke to CCO Mortgage to keep everything up to date that was needed for the modification, faxed everything that was requested each week, even paystubs and bank statements that were not even requested I faxed. I have my phone records showing over XXXX hours and XXXX minutes on the phone with CCO Mortgage. On XXXX I was adamant about talking with someone because my servicer was not available, or not in, or I was told she would call me back and never able to reach her or receive a call back. I spoke to another loan specialist, she asked for more of the same forms I had faxed to my original servicer more than once. I sent them all to her as well as my original servicer. I received an Email back from my original servicer stating " Unfortunately you were misinformed about your file. The file was removed from loss mitigation on XXXX She stated she would have the file reviewed.I have XXXX help line investigating and they are getting no where CCO is Requesting another extension until XXXX. We have again paid off our escrow balance and they are not adjusting the payments still. Right now they are billing for XXXX. Over {$4700.00} to Escrow Balance of $ XXXX.Praying for answers.
Company Response:
State: CT
Zip: 063XX
Submitted Via: Web
Date Sent: 2015-06-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: Yes
Date Received: 2015-05-29
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: I made my mortgage payment to CCO mortgage in XX/XX/2015 for the amount of $XXXX. This is the correct amount of the monthly payment. The bank cashed the check for $XXXX short. I was assessed a late charge for the incorrect amount paid to the bank. I called the bank and was told that this was a bank error and that this would be corrected and had nothing to be concerned about. I was also told that since I was such good customer, the problem would be resolved that day. They also said they would credit the dollar shortage since the bank was at fault. The following months passed and I continued to receive late charges on my monthly statements. I called every month and was told that the computer was not updated and that the issue would be resolved. In XX/XX/2015, I sold the property and noticed that I was assessed a late fee of approximately $XXXX. I called the mortgage company and was referred to a woman named XXXX. She stated that noone in the company had ever states that this was a bank error and my late fees would not be reversed. I e-mailed her a copy of the check in question and she did see that it was written for the right amount. However, she stated that she could not determine if the spelled out amount was written as a XXXX or a XXXX. Because of this she said the bank cashed the check for the lesser amount and that it was not a bank error. Therefore, she would not reverse the late charges. I asked to speak with her supervisior, but was denied that request. Not only did she admit that the check was written for the correct amount, but her associate also admitted that the check was correct. They have my late charges form the closing already, but continue to write letters to me regarding this. They also threaten to report this to the credit bureau.
Company Response:
State: MI
Zip: 48315
Submitted Via: Web
Date Sent: 2015-05-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2015-05-26
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: Charter One Mortgage aka RSB bank has failed to make timely private property insurance for the year XX/XX/XXXX and XX/XX/XXXX. Our property insurance is included with our mortgage payment and has never been late, Instead of paying XXXX XXXX charter one is force placing insurance and increasing our mortgage payment. I contacted Charter one mortgagee XXXX and spoke with XXXX XXXX and XXXX and requested a escrow statement and was advised that because I have a chapter XXXX bankruptcy charter one is not obligated to send me information regarding the mortgage, It should be noted that the mortgage is not part of bankruptcy and the mortgage payment has been paid on time for the last XXXX years. I also do not have access to my account online to be able to keep track of my payments. Customer service and the insurance department refused to give me any information regarding my account and I am concerned that my hazard insurance will not get paid.
Company Response:
State: OH
Zip: 44128
Submitted Via: Web
Date Sent: 2015-05-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2015-05-21
Issue: Deposits and withdrawals
Subissue:
Consumer Complaint: My encounter with citizens bank has been horrible. Terrible customer service representatives horrible and very unfriendly people. My account was hacked and I incurred charges that were not mine. I 've yet to be completely compensated for all the of this. I call and call. And get hung up on again and again. I just wanted my account close!
Company Response:
State: MI
Zip: 48186
Submitted Via: Web
Date Sent: 2015-05-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2015-05-19
Issue: Account opening, closing, or management
Subissue:
Consumer Complaint: While traveling in XXXX area, I had to pull off the highway to get some cash to use on the Pennsylvania XXXX. I stopped at a Citizens Bank on XXXX XXXX XXXX in XXXX, PA during banking hours to obtain cash. I was required to pay {$3.00} for a " Citizens Bank ATM Owner Fee ''. I am not naive, but a fee amounting to 17 % of the transaction to take out {$60.00} of my money appears to be abusive. I was not borrowing the money. Is this a " Restocking '' fee or " rental '' fee for my use of the machine? There is no electronic transaction fee between XXXX and Citizens that would cost anywhere close to the {$3.00} cost charged for the transaction. It feels like an abusive charge. Needless to say, Citizen Bank account holders are not charged this amount. It is ironic that Citizens Bank account holders are only charged 3 % for International transactions made at an ATM while domestic borrowers are charged a flat fee.
Company Response:
State: TN
Zip: 37128
Submitted Via: Web
Date Sent: 2015-05-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: Yes