Date Received: 2015-04-28
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: Received XXXX due statement Paid XXXX, {$1000.00} [ XXXX + XXXX extra principal ], check # XXXXReceived XXXX additional XXXX due statements but no XXXX due statement Called XXXX CCO customer service, XXXX XXXX She said all {$1000.00} was applied to principal and will correct it in XXXX business days and will send the XXXX due statement within 7 business daysReceived XXXX due statement Paid XXXX, {$1000.00} [ XXXX + XXXX extra principal ], check # XXXXDid not receive XXXX due statement Called XXXX CCO cust service, XXXX XXXX XXXX She said that all of the XXXX {$1000.00} payment was applied to the principal and late fees were charged. She said she will fix it and remove late fees and nothing would be reported to credit bureaus. She asked that if I had an extra statement, I should pay by XXXX. Using XXXX of the XXXX statements I received for XXXX due date, I made a copy with XXXX on it and Paid XXXX, {$1100.00} [ XXXX + XXXX on extra principal ], check # XXXXReceived letter dated XXXX from CCO on XXXX concerning overdue, late fees, sending to credit bureausReceived XXXX due statement XXXX with amount due $ XXXXThroughout this whole time, CCO has been calling and not leaving a message at least XXXX per day. I thought it was sales calls since the caller ID showed Citizens and not CCO, I did n't make connection. After the letter and last statement received, I picked up on XXXX at approx XXXX. After trying to explain the situation and asking for help, the man insisted that I was behind andthat I send payment and late fees. I have never been late on a payment and I would like CCO to apply the proper amounts to my account and not all of it to principal. I would also like them to correct these mistakes that they have made in the last several months and remove any credit bureau reports of late or missing payments.
Company Response:
State: PA
Zip: 18020
Submitted Via: Web
Date Sent: 2015-05-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: Yes
Date Received: 2015-04-27
Issue: Loan modification,collection,foreclosure
Subissue:
Consumer Complaint: I have been working with XXXX since XX/XX/XXXX to fined a workable solution for a balloon Heloc that has no repayment terms other than the Balloon payment XXXX has refused to work with me. In XX/XX/XXXX I filed a complaint to CFPB about this loan in the XXXX response XXXX stated they will review my situation in 60 days they did not. They STILL have offered zero solution other than for me to pay them XXXX immediately. In addition they do not have not a a single point of contact with me this is a violation of the CFBP settlement. For example of the last XXXX single point apoitment I have had with them my rep was only there for 1. I have had different reps call me most of whom I can not understand because of poor English skills, in addition they have made very many edited notes to my account so the substitute point of contact in unable to help me. Also-they have told me they can not help me only the investor can as they are not the bank yet the investor ( Citizens Financial ) stated that it is up to XXXX as they are the servicer and it would be '' unfair '' to their other customers to help me- in addition I have left XXXX different messages with the Ombudsman at XXXX who answered my original complaint with CFPB, she will not return my calls even though she has stated for me to call her with any questions. I need some type of solution XXXX last week told me to apply for another modification however both my self and with the help of a hud loan counsler I have applied 3 times to XXXX to be turned down I told XXXX nothing has changed so they said I will be turned down but I should apply anyway, I do not understand why they would want me to apply if im going to be turned down, its very apparent that this is a pre scripted response delivered by incompetent call reps. Obviously from the many similar complaints about XXXX to the CFBP this is pattern of unethical behavior. I want a solution Immediately XXXX agreed to help home owners in the settlement with my CFBP I demand that they comply.
Company Response:
State: CO
Zip: 801XX
Submitted Via: Web
Date Sent: 2015-05-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2015-04-27
Issue: Problems caused by my funds being low
Subissue:
Consumer Complaint: My citizens bank account in 2011 was hit by a payday loan firm multiple times a day causing me to achieve overdraft fees of over XXXX dollars. I asked the bank to freeze my account so this would not happen and they told me they could not because I was at a negative balance. I had to get a law firm to send a letter XXXX the put my account on a freeze. By then it was XXXX dollars in the hole and not a single penny was a result of an overage. Every single cent was b/c of nsf charges so this cost the bank XXXX dollars but is still on my chexsystems report. Its killing me on getting a car loan.
Company Response:
State: NY
Zip: 14701
Submitted Via: Web
Date Sent: 2015-04-27
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: No
Date Received: 2015-04-27
Issue: Making/receiving payments, sending money
Subissue:
Consumer Complaint: In XXXX of XX/XX/2014 I received an offer from the Citizen 's Bank with which we have a checking account an offer to get {$5.00} up to {$10.00} for automatic bill payments charged to the bank 's credit card and posted before XXXX XXXX, XX/XX/2014. I did so and XXXX payments for XXXX and XXXX were posted on XXXX/XXXX/XX/XX/2014 and XXXX/XXXXXX/XX/2014 respectively. Yet I did not receive the promised {$10.00} credit as promised.
Company Response:
State: DE
Zip: 19904
Submitted Via: Web
Date Sent: 2015-04-27
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: Yes
Date Received: 2015-04-24
Issue: Problems caused by my funds being low
Subissue:
Consumer Complaint: Monthly fees of {$15.00} were taken out of my checking account starting in XX/XX/XXXX through XX/XX/XXXX without my knowledge. Bank 's explanation was these fees accrued because a minimum balance was not maintained. I informed Citizen that I 've had a checking account for over XXXX years and I was never told there was a minimum balance requirement. I was told the reason was, I had an additional mortgage account and because of that, the minimum balance was n't a requirement. After my mortgage was paid off, I had to keep a minimum balance in my account. My concern is that I was never notified of this, nor told that once my mortgage was paid off I was required to maintain a minimum balance. I was also told I signed up for electronic monthly statement and this is not correct either. I am respectfully requesting that all my funds which were taken out for fees, be replaced in my checking account. Fee amounts total approximately {$180.00}.
Company Response:
State: NY
Zip: 14094
Submitted Via: Web
Date Sent: 2015-04-24
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: No
Date Received: 2015-04-23
Issue: Loan modification,collection,foreclosure
Subissue:
Consumer Complaint: To whom it may concern : I have been a lifelong resident of the great state of Alabama. I 've been active in my community, even XXXX for many years. I have owned multiple towing companies over the years, and I have owned my home for about the last 5 years. Unfortunately, due to a predatory loan and the absolutely despicable treatment I 've received from Citizens Bank, I 'm in danger of losing all that I have. The problem started when I refinanced my home in XX/XX/XXXX to remove the seller-backed financing I had on my home. I believed I had a standard fixed rate loan, but nothing about this loan was standard. My business had slowed, I went through a divorce, and eventually I became XXXX. But the real problem was that XXXX balloon payments came due on XXXX truck loan and XXXX unsecured loan that somehow got tied into my home loan ( they were all with Citizens Bank ). I had always been current on my payments. I just had no idea of these balloon payments. When I was made aware of this issue in XX/XX/XXXX, I went to Citizens Bank to see what we could do to solve the problem. I was given over to XXXX XXXX ; he 's supposedly the vice-president of the branch, but he does not act like someone who deserves that title. He did not offer any options for solutions, but instead told me I must pay the balloon payments or " lose it all ''. It seemed there was joy for him in doing this to me, like he had a vendetta. The truck was repossessed, and this vice-president told me he was " coming after everything ''. So I stopped making the mortgage payment, and he proceeded to pursue immediate sale dates. I 've held this criminal off, but he 's hell bent on taking my home!!! I 'm on a fixed income now, but I 'm not asking for charity. I can afford to make a mortgage payment. I was doing so until late last year when I ran into this XXXX XXXX character. A lowered payment would be great, but even the same payment would be acceptable. What 's not acceptable is being bullied by a hired thug into losing my home when I 'm willing to work out a solution. I 'm a kind person, but I 'm not a pushover. I 'm resourceful and will do what I need to do to save my home. Any assistance towards that end would be greatly appreciated. Thank you for your time.
Company Response:
State: AL
Zip: XXXXX
Submitted Via: Web
Date Sent: 2015-04-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2015-04-22
Issue: Loan modification,collection,foreclosure
Subissue:
Consumer Complaint: XXXX XXXX, XXXX XXXX : CCO Mortgage will not review our Mortgage modification application, after 7 months of sending all documents multiple times. CCO, XXXX XXXX, XXXX Mortgage Loss Mitigation department This is a common complaint on the internet and XXXX that I have seen firsthand. Very frustrating. CCO unethical Customer service and careless document control hurts families struggling to get a mortgage modification, and playing by the rules. I requested an application for mortgage assistance due to Hardship from CCO Mortgage in XXXX XXXX. I did not receive the application package until XXXX, after multiple calls. We sent back all of the information requested in their original letter, on time, in early XXXX XXXX, as requested. However, they refuse to acknowledge they have all the documents needed, they continue to ask for updates to paystubs. ( We 've sent 8 months worth, 6 Months of Bank Statements, etc, etc. Then they recently added to the list of documents needed, XXXX more on XXXX XXXX, that they never mentioned, while claiming they need all of the information again, that we have already sent multiple times. Like many families, we are still digging out financially from years of recession, job losses, and expensive, critical medical procedures ( XXXX to prevent XXXX ) and health insurance premiums we had to pay, while XXXX XXXX of us was unemployed. Unlike the big bank bailouts, there is nobody to bail out the Taxpayers .... The internet has plenty of complaints about CCO losing customer documents, and not acknowledging receipt, in spite of sending multiple times. I am nearly certain that CCO has likely foreclosed on many homes unfairly, simply because their customers could not satisfy their broken document review process. That is also likely the reason for their XXXX Rating with the XXXX XXXX and the XXXX Consumer complaints already filed with the VA XXXX, as well as many more complaints easily found on the internet about CCO 's losing their documents. I 'll probably be lucky # XXXX. CCO 's Hardship application review scheme is built on a Catch 22. They take weeks to review our documents and then mail inaccurate form letters requesting updated information. We fax it back quickly, but they claim that they do n't receive it for XXXX - 2 weeks, at which time they claim they need updated documents ... .And then the process begins anew. Their review process for our 'File ' is now going into it 's XXXX consecutive month, ( since XXXX XXXX ). We may have to declare Chapter XXXX bankruptcy this year, after 21 years in our home, due to their unfair delays, and unethical mortgage modification review process. CCO always comes back saying, " your paycheck stubs ( or other documents ) are not current '', but there is no way to meet their requirements due to their XXXX - 3 week review time, when new paychecks come out weekly. It is doubtful that many families actually make it through their review process, simply because they let the documents expire while in the review process until they consider them unacceptable ( or expired ). CCO has misrepresented our situation sending multiple erroneous Form letters saying " Your mortgage is delinquent and may be foreclosed on '', when in fact, in spite of our struggles, our loan is current, and has always been current. In fact, XXXX our mortgage payments have been sent on time. You would think CCO would want more customers like us!!! I 'm sure they would use all their wrong form letters against customers in the event they move to foreclose. They obviously do n't care enough to even review our file! If my credit score was n't so low from our credit card mess, I 'd pull my business out of there in a jiffy. After asking for several months, I finally got to speak to a supervisor. She has not gotten back in 3 weeks.
Company Response:
State: CT
Zip: 06516
Submitted Via: Web
Date Sent: 2015-04-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2015-04-21
Issue: Dealing with my lender or servicer
Subissue: Keep getting calls about my loan
Consumer Complaint: I 'm still in school getting ready to do XXXX ca n't find a job anywhere. I 'm getting harassing phone calls I have told them I do n't have an job but they do n't care. I attend the University XXXX XXXX XXXX XXXX XXXX XXXX dad has lost his job 18 years his department has downsize he 's XXXX years old his lost everything house in foreclosure, car been reported, he just got out of the hospital XXXX. He 's was going to help me pay loan back but he ca n't find work because of his age.If anything happens to him I could n't bury him.
Company Response:
State: CA
Zip: 92376
Submitted Via: Web
Date Sent: 2015-04-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: Yes
Date Received: 2015-04-13
Issue: Account opening, closing, or management
Subissue:
Consumer Complaint: After years of being a " good cutomer '' at Citizens Bank, they elected to terminate our business relationship. This included my wife 's business account ( a nonprofit ), her individual account, our joint account and a joint account with my son. This is done by sending a letter that looks like the rest of their junk mail and being given a week to clear my accounts. They said that the decision was permanent and final. They also said that they did not intend to give the reason. My credit scores are excellent and I have never been deliquent.They erased my bill paying functions and I have lost all records of recent transactions, including those they they decided to no honor. My funds are now frozen. They offer no explanations. This may be legal, but, certainly, not ethical. I suspect that this was triggerred by my wife 's nonprofit organization ( XXXX XXXX XXXX ) works in XXXX where they help with the education of children orphaned by XXXX through microluans to the familis and by direct educational support ( XXXX ). Funds are periodically wired to XXXX. Nevertheless, the operations are quite transparent. If this is the case, then they are guilty of a sloppy investigation. So, it must be something else.
Company Response:
State: MA
Zip: 024XX
Submitted Via: Web
Date Sent: 2015-04-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: Yes
Date Received: 2015-04-13
Issue: Wrong amount charged or received
Subissue:
Consumer Complaint: I sent an International Wire Transfer through Citizens Bank, and the amount that the recipientreceived was less than Citizens was to deliver. All transfer fees were paid as agreed with the bank, ON TOP of the amount sent ... Therefore, Citizens stole some of the money from the transfer
Company Response:
State: PA
Zip: 19403
Submitted Via: Web
Date Sent: 2015-04-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No