Date Received: 2023-05-24
Issue: Credit limit changed
Subissue:
Consumer Complaint: XX/XX/XXXX I received a house alarm system with XXXX and they told me I can get a line of credit for XXXX and the loan will be payed off instead it was a scam and now I owe a line of a XXXX loan from citizens pay and they are not trying to help resolve the situation
Company Response:
State: IL
Zip: 604XX
Submitted Via: Web
Date Sent: 2023-06-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-24
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: Date : XX/XX/2023 Amounts at issue : Approx {$1500.00} My daughter has 3 college loans financed through Citizen 's Bank. Serviced by XXXX I have been paying off the loans for XXXX years. I issue checks to XXXX with the loan # s on the checks. XXXX credits the entire check to XXXX loans -- beyond payments due -- and not to the XXXX loan which says there are overdue payments. Loans # s are : XXXX XXXX XXXX. All under : Account # : XXXX. Payments are credited to " XXXX '' and " XXXX '' but not to " XXXX '', which says payments due ( but unpaid ) on XXXX. XXXX. The other 2 loans say next payment is due in XXXX, rather than XXXX, because the money sent is not allocated to the 3rd loan. I can not tell whether I'm being charged extra interest or penalties ( or anything for that matter ) by reason of the misallocation but I assume I'm not being properly charged. Citizens and XXXX call every 2 or 3 weeks to ask for payment ( obviously, on loan # 3 ). I explain that they have payment, but that they are being misapplied. My name is not on the loans. So, they won't speak to me. However, despite their silence policy, they are happy to take my money ( for years ) and to mis-apply it. They have spoken to my spouse, and my daughter ( for whom the loans are issued ), and they have also explained the problem. I told Citizen 's Bank ( when they called me about 3 days ago ) that I would file a complaint, formally, and that I had discussed the problem multiple times -- and sent e-mails. I see that Citizen 's Bank was recently fined {$9.00} XXXX by the XXXX. For failing to properly process credit card disputes. My problem doesn't involve credit cards, but it involves disputes regarding student loans. My name is XXXX XXXX. Email is XXXX. Tel XXXX. I live in CT. Call / email anytime.
Company Response:
State: CT
Zip: 068XX
Submitted Via: Web
Date Sent: 2023-06-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-24
Issue: Closing an account
Subissue: Funds not received from closed account
Consumer Complaint: I had a checking account at Investors Bank since XX/XX/XXXX. When Citizens bank bough Investors bank I was informed that my account will be closed in XX/XX/XXXX. Since that date I have not received the dollar check with my remaining balance on my closed accoun ( around {$2700.00} )
Company Response:
State: NJ
Zip: 07013
Submitted Via: Web
Date Sent: 2023-05-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-24
Issue: Opening an account
Subissue: Didn't receive terms that were advertised
Consumer Complaint: I received an offer in the mail to open a checking and savings account and receive bonuses. The terms were as folllows : " To Earn Bonus : To earn a {$300.00} Checking bonus, open your first new personal checking account between XX/XX/XXXX and XX/XX/XXXX and have at least one single direct deposit of {$500.00} or more post to your new checking 1 Official USPS Change-of-Address Form https : XXXX... XXXX of XXXX XX/XX/XXXX, XXXX account within 60 days of account opening. To earn a {$300.00} Savings bonus, open your first new personal savings account on the same date as the above new checking account ( direct deposit not required ) and make at least XXXX single deposit of {$200.00} or multiple deposits totaling {$200.00} into the new savings account every month for XXXX consecutive months as noted in the table below. A total of {$600.00} must be on deposit in the new savings account as of the date noted in the table below. To earn the total {$600.00} bonus, you must qualify for both the Checking and the Savings bonuses noted above. '' The offer code was XXXX, and after registering the code, I made sure with XXXX that it was registered correctly. I went into the branch in person, twice, to make sure the account was coded correctly to receive the bonus. Both times, representatives told me that the account was coded for a different promotion : " $ XXXX checking ( with a single direct deposit of {$500.00} or more ) + $ XXXX savings ( with {$15000.00} minimum deposit ) '' A requirement to maintain a {$15000.00} minimum deposit on the savings account is substantially different ( and worse ) than making a single deposit of {$200.00}.
Company Response:
State: NY
Zip: 11238
Submitted Via: Web
Date Sent: 2023-05-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-23
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: I deposited $ XXXX with Citizens Bank to get access to better financing terms for my house. They will not let me withdraw the money without going into a branch, the closest of which is over XXXX hours away, despite repeated attempts to do so and no warning that this would be the case when I deposited the money. They told me I would be able to get an exception if I contacted the wire department, which then denied my request. I need access to this money and the bank is not being cooperative at all, telling me I will have to transfer it out over a period of months due to wire limit transfers.
Company Response:
State: FL
Zip: 33418
Submitted Via: Web
Date Sent: 2023-05-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-23
Issue: Managing the loan or lease
Subissue: Problem with fees charged
Consumer Complaint: This account is paid for by checks sent in mail. In XXXX of XXXX my payment was lost, knowing that I sent it on time along with all my other bills I contacted customer service about the issue on XX/XX/XXXX. On that day they told me that they would look for the check and submit a request to waive the late fee as it was not my fault, I paid all missing payments over the phone in order to avoid marking my credit. The check was later found and the late fee was removed. This occurred again in XXXX of XXXX where my check was lost, I contacted XXXX with customer service on XX/XX/XXXX who advised me to pay the previous months payment as well as the current due amount online in order to avoid scarring my credit, and stated that they would look for the check as well as request to waive the late fee again. They found the check and applied it to my account on XX/XX/XXXX, which in total took 3 months worth of payments from me in one month, again. The second request to waive the late fees have been repeatedly denied as they stated the first one was a courtesy, even though I sent no payments late and they accepted fault and found the missing checks both times. On XX/XX/XXXX I took the issue to management when I spoke to XXXX XXXX, a customer service supervisor, who again stated that my request was denied as the first one was a courtesy, she told me there was nobody else to speak to who could resolve the issue and all she could do for me was submit another request.
Company Response:
State: MD
Zip: 21804
Submitted Via: Web
Date Sent: 2023-05-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-23
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: We are facing foreclosure on our home that was purchased in XXXX with an FHA loan. Covid, job loss and divorce have all contributed to this situation but these hardships have been resolved and I have been trying to fix things with our lender Citizens Bank but they are making things very difficult. I am in better financial position and have the ability to pay but have never been reviewed for any homeowner assistance programs that are supposed to be available for FHA homeowners who are in trouble. I am now getting contacted by the Citizens Bank Attorney demanding I pay all past due amounts to them or they are going to take my house. I can afford my regular payment but can't come up with $ XXXX in past due payments all at once. I know there should be options for help, but feel that Citizens Bank has obstructed this process and denied access. When we bought our home my wife at the time was working as a XXXX and I worked in the XXXX XXXX and expected promotions did not come through so I transitioned and attended the XXXX XXXX and became a XXXX XXXX in XXXX. During that time in XXXX we struggled and fell behind and we were given a plan where they put the late payments we had missed back into the balance of the loan. My wife and I both lost hours and income starting in XXXX due to Covid and things went downhill from there. In XX/XX/XXXX my wife moved out and stopped helping with the mortgage and filed for divorce, and not long after I got XXXX and was unable to work for several months and could not afford the payments. At that time I contacted Citizens Bank to see if there were any programs to help us with our mortgage since I was affected by Covid but their agents did not offer the CARES forbearance. I later found out that this was supposed to be available and offered to all FHA homeowners who were struggling due to Covid. At that time no one told us that we could be considered for loan modification or partial claim or the CARES forbearance. Due to our divorce my ex-wife and I decided that we should just sell the house and get out of the whole deal. We got a firm offer on the house in late XXXX and waited for the deal to close. Since Citizens would no longer accept a regular mortgage payment from me, the only option was to wait for the sale to be finalized. However in XX/XX/XXXX the whole sale fell apart and the buyer backed out. At that time I tried again to get Citizens to work with me or consider assistance programs for FHA homeowners. I was told that since I was divorced and my ex-wife was still listed as a co-borrower it would be a problem to qualify and that the home was going into foreclosure. I live in the home with my XXXX XXXX XXXX daughter and my XXXX XXXX XXXX son who has XXXX He considers this his " safe place '' after going through Covid and divorce. I have been working for the XXXX XXXX for several months and my income has increased. I also have started my own XXXX XXXX XXXX on the side to supplement my income and that business is slowly growing. I have sufficient income to pay the mortgage payment on my own, and I am the legal and rightful owner of the house at this time. My ex-wife does not live here and does not contribute financially and I have enough income to qualify for FHA programs to help homeowners on my own. My hardship is resolved, I can afford my payment, but I am not able to pay back the full past due amount of XXXX XXXX in one payment to save the house
Company Response:
State: NY
Zip: 130XX
Submitted Via: Web
Date Sent: 2023-05-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-22
Issue: Trouble during payment process
Subissue:
Consumer Complaint: ( 1 ) : My XX/XX/XXXX Mortgage Statement from Citizens Bank shows an Escrow Balance of {$3100.00}. This was carried over from the XX/XX/XXXX Statement. By the end of the year, all Escrow Funds should have been paid out and the balance at or near XXXX. ( 2 ) : In late XX/XX/XXXX, I received a letter from the XXXX XXXX Tax Authority that my XXXX County Tax was not paid. Upon checking further, I found that the XXXX XXXX Property Tax and the XXXX XXXX School Tax had not been paid for the entire year as well. Citizens Bank, through a third pasrty, XXXX XXXX, Provided incorrect property identification information, incorrect tax amounts to each tax entity, and these paymentys were returned to Citizens and Citizens re-entered them to the Escrow Caaount as TAX REFUNDS and did not follow-up any further. ( XXXX ) : In late XX/XX/XXXX, I wrote ( 3 ) three personal checks, one to each of the tax entities from my personal check account in the amount totalling {$6700.00}. These fees included late payment charges due to Citizens failure to abide by the terms of the Mortgage Agreement, Section # XXXX. ( 4 ) : As of this date, and after repeated calls to Citizens Bank Customer Service Department, they have finally agreed to refund the excess fund they are holding after asking me what they should do with the money? ( 5 ) : I have requested that Citizens waive collecting these Escrow Funds from my Mortgage Statement. Over the past year and including the first four ( 4 ) months of XXXX, they have eloquently demonstrated their inability to control my frunds. I have been denied my request for a waiver, Based on the investor of your loan, ( never named ), property taxes, applicable special assessments and property insurance premiums are required to be collected as part of your regularly scheduled payment and held in an escrow account until theyre due. This is the quote from therir denial letter. However, Section 3 of the Instrument Agreement prepared by : Citizens Bank , N.A. states partiallyLender may waive Borrowers obligation to pay the Fundsfor any and all Escrow Items at any time. Any such waiver may only be in writing. This information is on page 6 of 20, Uniform Instrument Modified For Department of Veterans Affairs MERS 1/01 ( Rev. 2/16 ) As of this complaint, Citizens Bank has withdrawn funds from the Excrow Account, did not list or identify where or why these funds were withdrawn and continue to deny any of my requests for a waiver.
Company Response:
State: PA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-05-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-21
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I was conditionally approved for the haf program ( Michigan ) XX/XX/2023 I have been calling Citizens Bank twice a week since then. Citizens Bank has not returned my calls nor have they responded to the haf program with the necessary documents to verify my missed payments. The haf program has reached out to them 6 time since XX/XX/2023 as well and they havent replied. I tried emailing different people Im different departments no one will help.
Company Response:
State: MI
Zip: 48134
Submitted Via: Web
Date Sent: 2023-05-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-21
Issue: Wrong amount charged or received
Subissue:
Consumer Complaint: I brought cash to make certificate of deposit. We counted cash together with bank employee. Then Citizens bank employee/or manager stole {$5000.00} out of the cash given for deposit. They said money counting machine jammed and keep telling me they balanced after. I filed police report. Police waiting for bank to go through their Normal policies and procedures but bank manager clearly irritated and not following up in timely manner. I also saw someone walking out emergency exit while I was waiting for my deposit to be done by bank employee. Also I told them to bring back money when they told me its XXXX less. Money they brought were just XXXX and XXXX bills and where missing large stack of XXXX $ bills I had initially counted with that employee.
Company Response:
State: MA
Zip: 017XX
Submitted Via: Web
Date Sent: 2023-05-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A