Date Received: 2015-03-28
Issue: Dealing with my lender or servicer
Subissue: Don't agree with fees charged
Consumer Complaint: Before I XXXX to XXXX in 2008, I co-signed my wife 's private student loan since I was employed and she was a XXXX. I came home from XXXX XXXX and XXXX XXXX. My only source of income is VA XXXX and XXXX. My wife left me and got a XXXX about a XXXX after I returned. I have been making monthly payments to her student loan company for a few years now. I have never missed a payment and my ex refuses to take responsibility. I have made every payment but have also pleaded with the private lender to release me as a cosigner. They have refused, even after I have sent in a copy of my VA award letter stating I am a XXXX and XXXX XXXX veteran and I need my XXXX income to survive. I have pleaded with my congressman and senator to write a bill giving cosigner relief to XXXX and XXXX XXXX veterans. The XXXX Bank XXXX XXXX XXXX is XXXX of the lenders. Since I am a XXXX veteran from XXXX the service members civil relief act extends past my service. I informed them since I am a XXXX veteran they have to at least give me a 7 % APR under the Service Members Civil Relief Act and that request was denied. I believe that might be illegal.
Company Response:
State: TX
Zip: 77407
Submitted Via: Web
Date Sent: 2015-03-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2015-03-27
Issue: Deposits and withdrawals
Subissue:
Consumer Complaint: In both my business and checking account, the bank processes are to re-arrange items in your account which result in you account going negative so that can charge excessive fees. In reference to the business account I was charge over XXXX in fees for a XXXX transaction that should have cleared because the funds were there. After speaking with several bank personel, not one was able to understand why the account was over drawn. They did reverse XXXX of the fees but stated I had to pay the rest. I am seeing this same kind of fishyness with the personal account.
Company Response:
State: OH
Zip: 441XX
Submitted Via: Web
Date Sent: 2015-03-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2015-03-27
Issue: Advertising and marketing
Subissue:
Consumer Complaint: I applied for a Citizens Bank Credit Card online with the publicly advertisement of getting 10 % cash back on the first XXXX spent and an unlimited 5 % cash back on grocery and drug store purchases for the first 90 days. When I received the actual card in the mail, the rewards structure was different. The rewards structure was 1.5 % of all purchases. I sorely disappointed because what I signed up for and what I received was XXXX different products. It seems that I was baited and switched when I signed up for the credit card. I have a screen shot of the offer I was led to believe I was receiving by signing up for the credit card. I alway take a screen capture of the advertisement because sometimes I 'm skeptical and want to have proof of what I signed up for.
Company Response:
State: CT
Zip: 063XX
Submitted Via: Web
Date Sent: 2015-03-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2015-03-26
Issue: Problems caused by my funds being low
Subissue:
Consumer Complaint: Citizens Bank, and banks in general, when there are overdraft situations, charge from the highest check down. I.E. XXXX went through, and I did n't know it. It was {$30.00}, and I had another item. They took the larger item first which overdrew me {$1.00} and then the lowest item. If they had taken the lowest item first, it would have been only XXXX fee. THIS IS JUST A WAY for them to make money. When you talk to them about it, they say " Do n't you want the highest paid first. '' Well, it really does n't matter because they pay it anyway and just charge you. VERY poor practices, and I ca n't believe it 's allowed! Thanks.
Company Response:
State: NY
Zip: 145XX
Submitted Via: Web
Date Sent: 2015-03-26
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: No
Date Received: 2015-03-25
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: I accidently made two mortgage payments in one month and CCO Mortgage refused to refund the additional payment. My position is that they received money from me that was not owed to them. They have no right to the money and should return it.
Company Response:
State: MI
Zip: 48371
Submitted Via: Web
Date Sent: 2015-03-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2015-03-24
Issue: Application, originator, mortgage broker
Subissue:
Consumer Complaint: ( 1 ) We are seniors who have XXXX and health issues and in XXXX of 2014 I asked our lender if they had any suggestions/help for us with our mortgage. I specifically said I was not interested in a short sale, nor were we in jeopardy of foreclosure as we have never missed a payment and did not intend to. ( 2 ) I was sent an application but said on the application I was only hoping to look at options - perhaps a different percentage rate, or possibly just a fixed rate. I tried calling numerous times trying to tell people that I just wanted to talk to someone about my options but no one would return my phone calls. ( 3 ) In XXXX we got a decline on assistance with our loan and that we were not eligible for FORECLOSURE alternatives. - " Due to the reason I was not evaluated on other criteria ''. I had no idea what this meant and tried to call but my phone calls were never answered. Shortly from the decline we got a letter sending us information on selling our house on a SHORT SALE! I continued to call people and ask them about this correspondence and what it meant but could n't connect with anyone. ( 4 ) In XXXX I got a fee charge on my mortgage statement of XXXX. I called again and talked to someone who said that it was a mistake and would be removed. ( 5 ) The next month this fee went up to XXXX and I called again. I finally wrote a letter how unhappy I was with their service and wanted the fee removed from my statement. ( 6 ) In response to my letter a person called and I asked her to remove the fee from the statement. She said she would have to check into it and see what it was for. Many months later she called and said that the fee was for an appraisal. I replied that I did not ask or give permission for an appraisal nor was I sent a copy of the appraisal which by new laws they must send to me promptly. ( 7 ) A month later I was sent what they called an appraisal. ( It has now been at least six months later ) It was not an appraisal - it was an exterior BPO and done by a realtor and not a certified appraiser. I have a real estate license and I know that according to FIRREA rules that we can not do appraisals for mortgage loans as this is illegal. It also states that if lenders wish to ensure payment for appraisals they must request payment before. ( Strangely I was studying the new laws of the CFPB for my continuing education in real estate in XXXX. ) ( XXXX ) As I have found out that getting help with mortgages from the government is a big farce I feel I should not have to pay for an appraisal which I was told was a mistake, and which it says right on it that it is NOT an appraisal, and I certainly did not receive it promptly. Asking for help with my mortgage not only has caused a lot more stress for us, but now I have more money to pay and a lower FICO score.
Company Response:
State: MI
Zip: 492XX
Submitted Via: Web
Date Sent: 2015-03-24
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: No
Date Received: 2015-03-24
Issue: Deposits and withdrawals
Subissue:
Consumer Complaint: On XXXX XXXX I went to the Citizens Bank on XXXX XXXX, in XXXX, MA and gave my son 's bank information in XXXX and wired {$200000.00} to XXXX do XXXX, where my son has a checking account. ( My son lives in XXXX ) On XXXX XXXX, I 've realized there was a mistype in the XXXX he gave to me. I called the Citizens Bank Wire Department and was able to fix the number and they told me the money would be available in XXXX on XXXX XXXX. Until XXXX XXXX XXXX, the money has not arrived in my son 's checking account in XXXX, but left my account on XXXX XXXX. I 've called Citizens Wire Department many times and they told me the money was transferred to XXXX XXXX XXXX and that XXXX XXXX XXXX would be responsible for that wire transfer. I 've asked if they could trace the money since it 's been more than 2 weeks, they ca n't. XXXX XXXX XXXX is the bank responsible for that and if XXXX XXXX XXXX has not called them to say something went wrong, they do n't communicate with XXXX XXXX XXXX, they assume everything went well. Although I 've been calling to let them know it has not. They also told me I could start a process to get my money back in my checking account with Citizens but I would lose the fees I 've paid for the wire transfer to be made. I just want to find out what happened to the money. Even if there was something wrong I should have gotten a phone call or something.. This is not the way a Bank should treat a client/customer who trusted the Bank. This is disrespectful! Another thing, they should clear state to the customers they are NOT allowed to do International Transactions and that their money is going to be transferred to another Bank for the transaction to be complete. I 've got all the dates and time I 've called the Wire Department at XXXX XXXX - XXXX ( XXXX XXXX XXXX XXXX minutes on the phoneXXXX XXXX - XXXX USA - XXXX minutes on the phoneMarch XXXX - Director of Bank - XXXX minutes on the phoneMarch XXXX - XXXX - XXXX minutes on the phoneXXXX XXXX - XXXX ( that day finally the lady told me they 've started a trace and someone would give me a call ) XXXX XXXX - One of their employees finally called ( XXXX XXXX ) but until that day they did n't know what happened to my money. I just want Citizens Bank to be responsible for the deal I 've lost in my country - that money was supposed to buy a condo and, of course, I lost the deal! I want Citizens Bank to trace all my phone calls ( They 've been recorded ) and try to figure out WHY their employees did n't take an action on XXXX/XXXX/15 when I made the XXXX phone call to complain about a delay ... They should know better. I used to work for the XXXX XXXX XXXX XXXX and they call their customers because a {$1.00} coffee. What about Citizens? what do they do for their costumers? I would appreciate someone to please investigate this case and force Citizens Bank to improve the way they treat their costumers and solve situation. Sincerely, XXXX
Company Response:
State: MA
Zip: 021XX
Submitted Via: Web
Date Sent: 2015-03-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2015-03-23
Issue: Rewards
Subissue:
Consumer Complaint: I 'm a longtime member of Charter One Bank/RBS Citizens Bank. When my mother ; XXXX XXXX became elderly, I assisted her in opening an account with Charter One at their branch office located on XXXX XXXX XXXX of XXXX in XXXX, Michigan and I was placed on her account as co-account owner. As my mother 's XXXX, it became necessary for me to obtain a " Durable Power of Attorney '' to handle both her Financial and Medical needs. Some years ago, with my mother present, I presented the original ( stamped with seal ) " Durable Power of Attorney '' at the Charter One branch office located on XXXX in XXXX, Michigan for their record file. When presented, it was my understanding I would be placed on all of my mother 's account. Furthermore, when I needed to transact her business I would be welcomed as though " I '' were " She. '' On XXXX XXXX, 2015, I was contacted by Charter One Master Card someone had made fraudulent charges on my mother 's credit card account. The caller stated she would immediately close my mother 's Master Credit Card account and open a new account and send another Master Card the next day. Upon receiving my mother 's new credit card I realized she was entitled to " XXXX '' bonus points. I telephoned the bank to redeem her " XXXX XXXX '' bonus points and I was informed my name was not on my mother 's credit card account. I informed them, I had taken the original " Durable Power of Attorney '' into the branch office and it should be on file. The representative indicated there was a " Durable Power of Attorney '' on file with Charter One Bank but Master Card is a separate entity from the bank and would require another " Durable Power of Attorney. '' I replied why ca n't Charter One forward a copy of the " Durable Power of Attorney '' to Master Card. I was told to go into a local branch and they could resolve the issue. On XXXX XXXX, 2015, I went into the Charter One Bank located ; XXXX XXXX XXXX XXXX XXXX, in XXXX, Michigan, XXXX. I was told no branch manager was available - the bank teller made copies of " Durable Power of Attorney '' and stated she would forward the document to the branch manager the following day to resolve the issue. On XXXX XXXX, 2015, I telephoned the XXXX branch for the results of their investigation and was told by an individual who identified himself as : XXXX, there were no branch managers available, but he had talked to representatives at banking headquarters and I would have to telephone " customer service '' along with my mother on the telephone to resolve the issue. I informed him my mother is XXXX ( XXXX ) years old and suffers from " XXXX XXXX XXXX '' and is XXXX of the issues involved. He offered a XXXX suggestion was to take the original " Durable Power of Attorney '' into a local branch office for recording and to be placed on file. I indicated to him I had already done that years ago at the XXXX branch. XXXX indicated he was unable to resolve the matter at his level. In an effort to resolve the issue without further problems, on XXXX XXXX, 2015, I went to the branch office ; XXXX XXXX XXXX, XXXX, Michigan, XXXX and talked to XXXX XXXX. She indicated there was " no '' branch manager available but she would assist me. She telephoned bank headquarters who told her there was " no '' " Durable Power of Attorney '' on file on my mother 's account. There are inconsistencies in the responses I received while trying to resolve this issue with Charter One Bank. I know I took the original " Durable Power of Attorney '' to the Charter One Bank in XXXX, Michigan XXXX years ago to be placed on file for my mother 's banking accounts. This level of " customer service '' is abysmal.
Company Response:
State: MI
Zip: XXXXX
Submitted Via: Web
Date Sent: 2015-03-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: Yes
Date Received: 2015-03-23
Issue: Account opening, closing, or management
Subissue:
Consumer Complaint: someone wrote me a bad check. the bank deposited it, the money was there for 5-7 days. Then they took the money out of my account, overdrafting it as well. so i fixed it all. they got their money back and i continued to deposit again. Then they froze my debit card. So i went to the bank manager, at Charter one bank in XXXX ohio, and she said there was nothing wrong with my account and got me another debit card. It worked once, then they froze all of my money in the account. i did nothing wrong and i need my funds desperately. i just want to close the account and they wont let me.
Company Response:
State: OH
Zip: 44641
Submitted Via: Web
Date Sent: 2015-03-23
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: No
Date Received: 2015-03-23
Issue: Deposits and withdrawals
Subissue:
Consumer Complaint: Citizens bank removed funds from my checking account l\this past week without a notice or permission. I need a full investigation right away. i am unable to pay our mortgage with this improper removal. how can you help me ( helpless ).
Company Response:
State: NH
Zip: 030XX
Submitted Via: Web
Date Sent: 2015-03-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No