Date Received: 2023-03-10
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: We made a deposit of {$40000.00} on XX/XX/XXXX And was advised by the that this will only be available 0n XX/XX/XXXX Then on XX/XX/XXXX we saw its not available we contact the bank thy say they 2 more days Now its over 17 days and there is nobody to to talk We where counting on the and it caused us a lot of damage
Company Response:
State: NY
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-03-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-10
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I am lodging a complaint due to Citizens Mortgage ( my lender ) s inability or refusal to pay the property taxes on my home from my funded escrow account, in breach of our agreement dated XX/XX/XXXX when the home mortgage was established. Property taxes for XXXX ( due XX/XX/XXXX ) went unpaid until I paid them directly to the city with interest fees, 9 months overdue. Property taxes for XXXX ( due XX/XX/XXXX ) remain unpaid by Citizens despite Citizens Bank staffs assurances to me, by phone, three times in the month leading up to the due date. The XXXX property tax payment is still overdue and accruing interest fees daily as of XX/XX/XXXX. Citizens has stated the XXXX property taxes were not paid by them due to a change in parcel number by the city, and inability to confirm the new parcel number. However, this parcel number change was complete prior to XX/XX/XXXX ( as confirmed to me by phone by the City of XXXX ) and would not have affected XXXX payments. Further, the parcel ID change did not in fact impede my payment directly to the City of XXXX for the XXXX payment I was able to successfully pay the taxes using the original parcel number. Parcel number change was not a barrier to payment as Citizens declared. I and my partner took out a home mortgage loan with Citizens bank in XX/XX/XXXX to purchase our first home in the City of XXXX. Because our mortgage lender representative ( via Citizens XXXX told us the overall fees would be lower, we enrolled in an escrow program, to remove {$1200.00} or so per month to an escrow account, from which would be paid property taxes. We paid both the mortgage payment and the additional escrow payment monthly on time every time. My money is being misused. I am concerned about the lack of accountability and responsibility on Citizens part misusing my own funds in my own escrow account, and damaging my reputation and good name as a taxpayer ( I have never in my life had overdue taxes until now ), and causing me months ( 19 months and counting since XX/XX/XXXX ) of effort inconvenience and hours spent sorting this issue out. Finally, this incapacity is costing me money in the form of interest fees. Citizens has been unable to resolve this over the past 19 months. For all of these issues I have been in contact with Citizens bank by phone and by fax to upload documents ; these interactions include : XX/XX/XXXX XXXX calls to Citizens property tax and escrow departments representative XXXX XX/XX/XXXX called 3 times : to Citizens Property Tax dept to remind of taxes due same month ; they were unaware ; I faxed current tax bill, applied for interest reimbursement from citizens to me. XX/XX/XXXX call XXXX to leave voicemail with Renise supervisor in Citizens Prop Tax Dept. XX/XX/XXXX in person visit to Citizens Bank XXXX XXXX branch, spoke with XXXX XXXX branch mgr, then by phone to loan officer XXXX XXXX. XX/XX/XXXX call to Citizens Escrow Dept with XXXX then supervisor XXXX to ask to stop escrow accnt, separate call to Property Tax Dept to request reimbursement of interest from XXXX, and that citizens pay XXXX current tax bill XX/XX/XXXX cheque received to me disbursing overage funds from escrow account to me not cashed in error on Citizens part. Call to Citizens same day where they confirm taxes sent to City of XXXX XX/XX/XXXX ( not true ) XX/XX/XXXX received email from Citizens stating XXXX property taxes were paid on XX/XX/XXXX XX/XX/XXXX per City of XXXX, no payment received from citizens. XX/XX/XXXX phone call to citizens confirmed payment takes up to 10 days ( which has passed ) Citizens is not sure where money went, supervisor XXXX XXXX promises to follow up. XX/XX/XXXX call to City of XXXX confirms no payment yet received for XXXX prop taxes due XX/XX/XXXX. My requests to Citizens have been futile. XXXX ) I would like to be reimbursed for interest fees accumulated by Citizens inability/refusal to pay XXXX property taxes as required on time ; interest fees were paid by me totalling {$290.00}. I have requested reimbursement formally with Citizens and they refused ; my appeal is open. 2 ) I would like Citizens to pay the XXXX property taxes to the City of XXXX directly from my escrow account as soon as possible ( {$5100.00} due XX/XX/XXXX ). Per our escrow agreement from XX/XX/XXXX. c ) I would like Citizens to pay the XXXX property tax interest fees to the City of XXXX directly ; these fees are accruing due to their inability/refusal to pay on time for XX/XX/XXXX due date ; accruing daily and as of XX/XX/XXXX approximately {$200.00}. This late fee is in no way my responsibility as I have been in contact by phone and reminding Citizens to pay property taxes since 4 wks prior to their due date. d ) I would like to waive my Citizens escrow account without fees. Due to Citizens negligence, it seems necessary for me to pay property taxes directly and I prefer to do from funds within my own control. I further have requested a waiver of the fee associated with waiving escrow ( {$2500.00} per Citizens documentation received in XX/XX/XXXX ) ; it has not been my choice to mismanage my escrow funds Citizens has breached our agreement, making escrow inoperable for all intents and purposes. Citizens should allow dissolution of escrow without penalty to me.
Company Response:
State: MA
Zip: 02140
Submitted Via: Web
Date Sent: 2023-03-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-10
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My wife and I have an issue with Citizens Bank Mortgage. Our total payment went up by over {$100.00} due to increased escrow requirements. We have automatic payments set up from our bank. We did not update the automatic payment settings in time and a bill payment check was sent to Citizens Bank. We realized the shortage and called their service center to make a phone payment so we would not be short on the payment or delinquent due to a short payment. They refused to take a partial payment over the phone. They told us we needed to wait for the bank check to post as a short payment. Then we can call them to make another payment. But if it is short we get a fee. It may be late as well if we don't get the timing right. I worked as a loan officer and for a financial institution processing company for years. I know that a partial payment can be taken and should be posted as directed by the payor if it is in excess of a payment. If less, then it can be posted as defined in the disclosure. I am fine with that process. However, to not even allow the partial payment so that the consumer risks late or insufficient payment fees is not a consumer friendly policy. This is the type of activity that caused the whole CARD act in the first place. All we wanted was to make a simple payment to avoid fees. Citizens evidently wants us to get every fee possible and confuse consumers. I just feel fortunate that I understand what really should occur and how to address the issue with the appropriate authorities. BTW the managing service rep agreed that the process was an issue and had other customers complain about Citizens not taking partial payments and applying them to the amount due. I asked what would happen if I sent 3 checks on different days. She said they would hold them in suspense until there was enough to make the full payment due. Or sometimes they return the checks. I find that last one completely unlikely but then again it would add fees and interest for the bank. Just need to know that consumers have some right to do the right thing without having to jump through hoops and then hope they might get it right.
Company Response:
State: MO
Zip: 650XX
Submitted Via: Web
Date Sent: 2023-03-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-09
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: In reference to student loan application id XXXX : On XX/XX/2023 I applied for a student loan on the Citizens Bank website. I was initially approved for {$76000.00}. After speaking with a representative at ( XXXX ) XXXX I was informed that the website was transitioning to an update and that I would need to re-apply. I expressed concerns that this was not advertised on the website and I already had my credit pulled and inquiries as a result. I was concerned that due to the inquiry, another inquiry might lower my creditworthiness or that I could potentially be denied for the loan all together if I had too many inquiries in a short time. I expressed this concern to XXXX XXXX at the Office of the Chairman and requested if either scenario happened if the bank would honor the previous approval due to the circumstances. The concerns and worst-case scenarios did not happen. I was approved, but now I am having difficulty finalizing, reviewing, and accepting the terms of the loan as the Citizens Bank website is not allowing me to access my loan documents. Citizens Bank has a regulatory and ethical obligation to provide loan documents upon approval. I have escalated this to XXXX XXXX XXXX and she has escalated to the IT department for further review. At this time I still have no solution and am receiving an error due to the system being transitioned and or updated. I am a current student and need access to both my documents and funding soon as possible. This is a violation of the Dodd Frank Act. markets for consumer financial products and services operate transparently and efficiently to facilitate access and innovation. '' Due to the lack of accessibility and transparency I allege this offense to be valid and will continue to share my experience with other federal regulators. I also request the original inquiry on the first application be removed from my credit report as a result of the lack of transparency in the application process.
Company Response:
State: NC
Zip: 28786
Submitted Via: Web
Date Sent: 2023-03-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-09
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Investigation took more than 30 days
Consumer Complaint: I closed a marital checking account, ending in XXXX, at Citizens Bank in XXXX over a decade ago. In the Fall of XXXX, my ex-husband failed to pay an overdraft on the account for 3 months, resulting in Citizens Bank 's wrongly reporting his delinquent payment to thee credit bureaus. Both of us contacted the bank together and spoke to their Operations Manager, XXXX XXXX. Now 3 months later, Citizens is just getting around to contacting XXXX, but my credit rating has still not reached its prior very excellent level. This three month delinquency has seriously impacted my credit rating at a time when I need my previously excellent credit. You can see that the attached letter is dated XX/XX/XXXX - fraudulently dated to appear as if they were in compliance with timely responsiveness - but the postmark on the envelope is XX/XX/XXXX and I finally received the letter XX/XX/XXXX.
Company Response:
State: CO
Zip: 804XX
Submitted Via: Web
Date Sent: 2023-03-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-08
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: XXXX received a fraud alert on my accout. They caught it, XXXX dollars in fraudulent charges. I called them and thought itnwas taken care of. But it was not. They let the charges go through anyway. They said I'll get a refund after their investigation. I should not have to wait for my stolen money to be returned. They knew these were not my charges. They knew they were fraudulent and let them go through anyway. I'm not able to pay my bills because of the banks inaction against the fraud they detected. They say I'll get my money back but I don't feel safe. I'm going to take all my money out of their bank and go somewhere else.i want my money back. I want the bank to be fined for not taking immediate action to protect customers when they detect fraudulent activity. I can't pay my bills this month because of what the bank did allowing the fraudulent charges to go through.
Company Response:
State: OH
Zip: 440XX
Submitted Via: Web
Date Sent: 2023-03-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-09
Issue: Closing an account
Subissue: Fees charged for closing account
Consumer Complaint: This is XXXX XXXX a former client of Citizens Bank at : XXXX XXXX XXXX, XXXX, MA XXXX I have received two letters from collection about my balance statement for {$19.00} but I have already requested to close my account and they did it, after that I do not have any way to transfer money from one of my Citizen Bank accounts which has {$44.00} on it to another account or use my balance. I moved to California last year and no longer need that bank, all my efforts to make phone calls or communicate with your bank were unsuccessful. Please close my banking account and return my balance because this is a kind of harassment and fraud charging. I made many phone calls to the customer services and they hung up. I made a phone call to this branch and the banker hung up. I sent an email to your customer service and no response ( Saved ). Thank you, XXXX
Company Response:
State: CA
Zip: 95129
Submitted Via: Web
Date Sent: 2023-03-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-07
Issue: Managing an account
Subissue: Problem making or receiving payments
Consumer Complaint: Im trying to make a mobile deposit, but the app is not allowing. When I take the photo doesnt allow to continue, also doesnt allow to writte de amount. I tried to fix the issue with customer service, they said I need to reinstall the app. I did it but the issue still there. I need to have this fixed asap. Thanks
Company Response:
State: FL
Zip: 33314
Submitted Via: Web
Date Sent: 2023-03-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-07
Issue: Closing an account
Subissue: Can't close your account
Consumer Complaint: Citizens cant make up their minds. I keep getting contradictory answers. Now they claim XXXX wants the money. Its not XXXX. Everyone who sent money has done so on their own. Their accounts were refunded in XXXX per their request. I want my money now. Citizens sends me a letter that the account is closed. They keep taking monthly fees snd tells me the account is open ( I am being robbed by them ) l. Then Im told to go to a branch and get my money, but the branch cant because there is a hold and the main office wont even return the branches phone calls. The information sent to me by the home office is very incomplete and now its time for them to return to me my money snd stop playing games.
Company Response:
State: NJ
Zip: 079XX
Submitted Via: Web
Date Sent: 2023-03-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-07
Issue: Managing an account
Subissue: Banking errors
Consumer Complaint: After I filed the claim someone from the office of the director contacted me with questions. I explained that my account has been hacked approximately 40 times The account has been frozen five times and someone keeps lifting the freeze without letting me know!! She said she was putting a freeze back on the account!! Shortly after the account got hit!! After a few calls over 3 months I stated that I was no further along!! They are saying I owe money! I asked for an explanation and they are unable to get me one!! There are fees and interest being charged to the account and I just received a letter saying that they completed their investigation and they are correct!! I still dont have any idea what the charges are for!! And the amount keeps going up!! So far its gone up {$500.00} And they still cant give me an explanation!! And how do the freezes keep getting lifted without my knowledge!! Last but not least they notified experian that I was satisfied and they wanted to close the complaint!!
Company Response:
State: NJ
Zip: 082XX
Submitted Via: Web
Date Sent: 2023-03-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A