CITIZENS FINANCIAL GROUP, INC.

2019-08-21

Canaan Lake, NY

Trouble during payment process

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2019-08-21

NJ

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: Citizens Bank has the most incompetent escrow department of any lender. Each of the past 3 years, Citizens has failed as an escrow agent to properly pay my homeowners insurance. The payment is due XXXX XXXX each year. Their website reflects the appropriate policy information. But they fail to remit payment appropriately each year. This year, Citizens remitted payment to the insurance company for $XXXX,XXXX on XXXX XXXX. On XXXX XXXX I called the insurance company to confirm receipt and they indicated no payment received. To prevent policy cancelation, I paid the premium from my personal funds. I called Citizens to begin the escrow refund process.One month later, after several additional calls to Citizens, they confirmed their payment was not processed and indicated they would refund my escrow account. Instead, on XXXX XXXX they processed ANOTHER payment. On XXXX XXXX they finally issues a credit... but only one, not two. Net effect, no refund to me. After another month, several calls and emails, Citizens most recent email response to me on XXXX XXXX was "you were issued a credit on XXXX XXXX". I have asked for several months that this error be corrected. I have walked the representatives through in very detailed fashion. The representatives are generally cordial and listen but no one has actually properly resolved a material financial error. I would like my $XXXX,XXXX back immediately plus accrued interest and compensation for the several hours I have had to expend trying to resolve their error.
Company Response: Closed with monetary relief

Timely Response

2019-08-20

NH

Managing an account

Checking or savings account: Checking account

Funds not handled or disbursed as instructed
Complaint: I was on my way to work and I was receiving text messages from Citizens Bank. With the amount of messages that were coming through were making me worry. Upon arriving to work I immediately logged into my Accounts ( 2 checking ) I noticed that one of my accounts had {$1000.00} removed from it. I clicked on it to see how this money was removed if my husband made a large purchase or something. No it was a " XXXX '' transaction. So I went started to call Citizens Bank. Then I clicked on the other account to see {$900.00} be withdraw through " XXXX '' in front of me. I did not know what to do. I did not know who was doing it. I did not know the email it was going to. I clicked on the " XXXX '' app from the Citizens account and Request the {$1000.00} back as I was still on hold and did not know what else to do. The {$900.00} was still pending. When someone from Citizens came on the line I explained the situation, told her that I am being a victim of fraud. I did not authorize this or know this email address. That I did request the {$1000.00} but I do not know how that works but the Citizens system is not allowing me to request the {$900.00} back as it does not show me the account it came out of why. She did not know why and was transferring me to Fraud prevention. They said you can not request the money back we will put in a case. They did not give me a case # or anything. I hung up called my husband. He left work went straight to the bank they advise we close both accounts as they can see the account # online and now can process ACH on our account. So they did that with him. They also called the fraud depot and processed a claim. Which said I did not do. They denied the claim said I was online at the time the transaction was happening I must have been talking to the person. I said I was not I was talking to the Citizens rep. The filled the claim again and denied it again! " XXXX returned the {$1000.00} as they said this email address over exceeded the amount you can request in a day and I requested mine back so they returned the {$1000.00} back but I was not able to request the {$900.00} and Citizens will not help!
Company Response: Closed with explanation

Timely Response

2019-08-20

Seneca, SC

Dealing with your lender or servicer

Student loan: Private student loan

Received bad information about your loan
Complaint: I called Citizens One Bank on XX/XX/19 after receiving a letter stating I could refinance my student loans at a fixed rate of 3.45 %. In the past I had refinanced my wife 's student loan with Citizens One and wanted a better rate. I gave all of my information to the representative I spoke with ( both my wife and myself have little debt and high credit scores ). I was told the best rate I could get is 5.99 % on a 5 year term. I disconnected the call, but decided to call them pack and pursue a CFPB complaint for a " bait and switch '' scenario. With my financial information I provided there wasn't any reason why I should NOT qualify for their best advertised rate. I spoke with XXXX XXXX and began the conversation informing him that I needed some information for the CFPB complaint. He was very helpful and asked if he could help. We walked through the same numbers over the phone and I was suddenly able to get the fixed 3.45 % rate. XXXX was so helpful, that I decided to request to pull in the remaining balance from my student loan and consolidate it. XXXX set everything up and the loan was approved. I informed XXXX that both student loans were on auto-pay and they were getting paid in a couple of days. Upon reviewing the Loan Approval Letter, everything looked fine except for " Optional Service Charges '' may apply. Nobody at Citizens One can tell me what that means, and they've refused to remove it from the contract. I spoke with XXXX XXXX who was one of the representatives ( after escalation ) that couldn't answer me what " Optional Service Charges '' might apply to my account. Additionally, the loan amount is now going to overcharge both student loans - and I've been informed that overpayments get applied directly back to the outstanding new loan balance ( at date of disbursement and no monetary loss to me ). However, when I questioned why on paper do they have to show me borrowing more money than I'm asking for - they informed me it is because their application policy permits up to 60 days for people to accept their offer and must account for accrued interest in that timeframe. I suggested that the only loan outside of their control ( my XXXX loan ) has a 10 day early payoff amount that will not fluctuate, and a logical solution to this ( in an effort to report ACCURATE information to credit bureaus ) would be to provide me with a revised contract showing the ACTUAL payoff amount - and limit their contractual offer to 10 days. This would leave adequate time for their rescind window and payoff. This option was presented and the company is looking into it, however it appears doubtful the company will move forward with an offer of the ACTUAL amount to pay off/refinance both loans. I read this complaint on a recorded line on XX/XX/19 to XXXX for accuracy.
Company Response: Closed with explanation

Timely Response

2019-08-20

Dallas, TX

Problem with a credit reporting company's investigation into an existing problem

Credit reporting, credit repair services, or other personal consumer reports: Credit reporting

Their investigation did not fix an error on your report
Complaint: I am trying to get the Hard Inquires on my credit reports removed as I did not give permission to these companies to check my credit I have talked to XXXX and XXXX XXXX and both say they can not and will not help fix these I have called the companys where i could get info on them and they dont and wont do anything even though they can not show where I gave them permision to run credit reports on me all this happened on XX/XX/2018 some even did i hard inquiry twice on the same day I have not tried with XXXX becuase when I try to look and see details they want me to pay also with experian there is a collection for $XXXX and again I cant see who but I have proved this was wrong if it is from a dr on both other credit bureausI am attaching what info I could get from the the credit bureaus on the names and info on the Inquirys they did not really want to give me the info
Company Response: Closed with explanation

Timely Response

2019-08-20

Manor, DE

Trouble during payment process

Mortgage: Home equity loan or line of credit (HELOC)

Company Response: Closed with explanation

Timely Response

2019-08-20

Dallas, TX

Problem with a credit reporting company's investigation into an existing problem

Credit reporting, credit repair services, or other personal consumer reports: Credit reporting

Their investigation did not fix an error on your report
Complaint: On XX/XX/2018 these companys did I hard inquiry on y Credit Report and i did not ask them or give them my permission to do this I have talked with all credit bureaus and they say they will not help or investiagte inquirys I am looking for the companys to provide proof that I gave them permission to run my credit reports
Company Response: Closed with explanation

Timely Response

2019-08-20

Boston, MA

Closing on a mortgage

Mortgage: FHA mortgage

Complaint: The loan officer lied consistently were told loan was in process and already sent to underwriting after doing an application online in XX/XX/2019 all documents requested were submitted via email and faxed to loan officer! The loan officer tried to force me to put my wife on the title yet I was purchasing home in my own, he tried to dissuade me from a XXXX XXXX Loan and did the application for a completely different loan not applied for ! Loan number given was XXXX all requested documents provided in a hours at the most 24 hours. Loan officer became angry when Appraisal of property was requested and a copy of Appraisal wanted insisted fee be paid via credit card and became angry when citizens bank check was sent within 24 hours told loan would be denied if did. Or do exactly what he says! Loan officer reported to head bosses and pattern still continued kept asking for sane documents over and over in order to delay loan told others documents not produced Which was untrue every request was adhered to! This is the most telling all disclosures sent to loan officer not uploaded to secure file for mortgages online stated none were sent yet were both faxed and emailed several times. Loan officer insisted that Ho6 be brought prior to closing which was done believing he was honest only to find all the weeks he all set it was not! I was told Appraisal was fine, told in understanding, told all set only to find docs sent were not added to file to add insult to injury the loan papers contained errors that he refused to fix told to just do as told interpreted do as told XXXX . He on loan papers stated we I declined to answer race questions untrue again this was changed to the read correctly black! This was done several time put Accts that letters were attached to loan docs missing, explanation as to shopping for mortgages new inquiries letter not attached probably three away all taxes provided, 401k docs, bank statements and told that since he works at bank he can access the Acct at citizens easily the reason he does not need the statements in short he did not want things. All other loans applied for some not were cancelled due to loan officer insisting they were leading one to believe as he stated that all was set hence reason that H95 was purchased at his requests in it about XX/XX/XXXX and put in Citizens name. He was tricky, rude, did not answer questions and misinformed at every turn. This is the reason homeownership has dropped for people of color discrimination, fraud on part on banks and more all complaints sent to XX/XX/XXXX, Mr. XX/XX/XXXX and Office of Chairman at Citizens ! My credit scores are good and remain so told to sign loan papers and nothing would be fixed until closing it regardless to right or wrong did not do so due to knowing this to be wrong crossed out incorrect things and initialized along with giving letters of explanation all missing from file so how can an underwriting make a decision they cannot because he was lying
Company Response: Closed with explanation

Timely Response

2019-08-20

Lancaster, PA

Managing an account

Checking or savings account: Checking account

Problem accessing account
Company Response: Closed with explanation

Timely Response

2019-08-19

Warren, RI

Problem with a purchase shown on your statement

Credit card or prepaid card: General-purpose credit card or charge card

Card was charged for something you did not purchase with the card
Complaint: Hello, This fraud took place between XX/XX/18to XX/XX/18. The amounts total approx XXXX. I filed a police report as per the bank's request. Spoke with over 10 Citizens Bank reps over the phone, never get the same rep. Never received any reply from Citizens Bank. I also sent the police report to the corporate office in XXXX, RI. And hand-delivered to the XXXX RI branch where the account was opened. Please read below on how I arrived at filing a complaint with your firm. What other resources do I have when my bank won't refund my money on a fraud case? Had an ex-employee steal my business debit card and in the approx amount of $19k and he ran to Florida. My employee was working in my company while I was XXXX for a violation in Rhode Island. He was NOT in charge of the bank account and had no concent to use my personal business account. I wrote a statement with the State Troopers and I feel because of my record they are not vigorously investigating my case. Then, went to my bank. Last I knew all victims have equal rights! Anyways, I have been back and forth with Citizens Bank in Rhode Island and even tho I have extenuating circumstance ( XXXX ) and have all my paperwork showing I was XXXX XXXX during the time of this fraud they are now using the excuse I was over 60 days on reporting this fraud. I guess its a rule the bank has, fraud must be reported within 60 days. I never even knew about the fraud until I was XXXX My real question is, what can I do now?
Company Response: Closed with explanation

Timely Response

2019-08-19

Goffstown, NH

Advertising and marketing, including promotional offers

Credit card or prepaid card: General-purpose credit card or charge card

Confusing or misleading advertising about the credit card
Company Response: Closed with explanation

Timely Response

2019-08-17

Forge Village, MA

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2019-08-16

Berkeley, NJ

Managing an account

Checking or savings account: Checking account

Deposits and withdrawals
Company Response: Closed with explanation

Timely Response

2019-08-16

Las Vegas, NV

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: My mortgage was serviced by XXXX XXXX. In XXXX of XXXX, as I qualified to have my private mortgage insurance removed, I requested its removal. After several attempts to have my request reviewed an appraiser selected by XXXX was sent to my property. The appraised value and the substantial improvements I had made would have allowed the pmi to be removed. The improvements are noted in the appraisal. I received a letter stating that XXXX XXXX was transferring the servicing of my account to Citizens One Home Loans. I then received another letter from XXXX which miscalculated the "current value" as expressed on the appraisal and substituted my initial loan amount. In a call to XXXX, they stated that Citizen One would have all of the information and that I should continue my efforts with Citizen One. Citizen One then stated that the file was being transferred and to give it some time to have it transferred. I called again. I did allow the matter to drop for sometime, as I run a small business. I called Citizen One several months later and they told me there was no information regarding my request. In XXXX of XXXX, I mailed a letter requesting my pmi be removed. I received no response. In early XXXX, I wrote a letter stating that I would complain if this was not handled. I received a letter basically starting all over and Citizens claiming that they had no information regarding the previous request. Citizens requested an additional $XXXX for a broker price opinion of my property value. I sent them the appraisal that was ordered by XXXX, and asked why should I have to pay for an additional valuation when I qualified to begin with. In a letter from Citizens One dated XXXX XXXX, "we have conducted an investigation and concluded that no error(s) occurred." They also sent a letter stating the minimum current value must be greater than $436,677.88. The appraisal was for $XXXX!!! I have qualified, I am qualified, yet I pay my pmi each month. (I have added dates and additional info in the history attached.)
Company Response: Closed with explanation

Timely Response

2019-08-15

Santa Monica, CA

Problem with a lender or other company charging your account

Checking or savings account: Checking account

Transaction was not authorized
Complaint: My name is XXXX XXXX XXXX and aim a XXXX. I moved from XXXX XXXX to XXXX in the early XX/XX/XXXX. Later that year, i meet a guy by the name of XXXX XXXX. XXXX was a inspiring XXXX that wanted to get into the music industry. He's been rapping at an early age. When i meet him he was about XXXX. He mentioned that he knows the music industry very well and have major connect with big names in XXXX. He mentioned, he has two music promotion companies, beside just rapping. His promotion company promote artist work, which the artist pay for. He mentioned that, i should invested money in his talent and that we can take it to XXXX to get a major record deal. The music industry was something that i was passionate about, since i was young. The idea felt interesting. We later flew to XXXX and he introduced me to one of his major connect in XXXX name XXXX XXXX. XXXX mentioned that he's a major player in the music industry. XXXX showed me pictures and videos of him and every artist that you can think of. I seen him with pictures with XXXX, XXXX XXXX, XXXX XXXX , XXXX XXXX , XXXX XXXX . I believed him. He mentioned that he can develop XXXX to a major artist and get him sign to XXXX XXXX XXXX for {>= $1,000,000}. He mentioned he can develop XXXX and another artist name XXXX XXXX to major artist caliber and get them sign for {>= $1,000,000}. A few months on another trip to XXXX, XXXX brought us to meet XXXX XXXX at XXXX XXXX XXXX office. XXXX was the XXXX XXXX XXXX at XXXX XXXX XXXX. XXXX, confirm to what XXXX was telling me. XXXX and XXXX mentioned i had to invest {$150000.00} to develop these two artist. They mentioned each XXXX will cost {$75000.00} each to develop. A few months, i agree to make the deal. I gave XXXX and XXXX access to my business account. The access was for up to {$150000.00}. These guys went swimming in my hard earn money. They went to exclusive star studded parties, driving around foreign cars, eating at the finest restaurant, wearing clothes and jewelry brand, i can't even pronounce. They scam me out of over {>= $1,000,000} from XXXX. The worst part is clowning me and torturing my family and i. I'm left with nothing. I lost my business, house and wife.
Company Response: Closed with explanation

Timely Response

2019-08-15

Arsenal, PA

Managing an account

Checking or savings account: Checking account

Problem using a debit or ATM card
Complaint: I made an online purchase from XXXX. Never received the items and was charged {$160.00}. Contacted the company via phone and email with no response over a dozen times. Went to my bank, Citizens to dispute the charge. Received a letter from Citizens that there was nothing they could do because too much time has passed. Im only XXXX and thats a lot of money to me.
Company Response: Closed with explanation

Timely Response

2019-08-15

Santa Monica, CA

Problem with a lender or other company charging your account

Checking or savings account: Checking account

Transaction was not authorized
Complaint: My name is XXXX XXXX XXXX and aim a XXXX. I moved from XXXX XXXX to XXXX in the early XX/XX/XXXX. Later that year, i meet a guy by the name of XXXX XXXX. XXXX was a inspiring XXXX that wanted to get into the music industry. He's been rapping at an early age. When i meet him he was about XXXX. He mentioned that he knows the music industry very well and have major connect with big names in XXXX. He mentioned, he has two music promotion companies, beside just rapping. His promotion company promote artist work, which the artist pay for. He mentioned that, i should invested money in his talent and that we can take it to XXXX to get a major record deal. The music industry was something that i was passionate about, since i was young. The idea felt interesting. We later flew to LA and he introduced me to one of his major connect in XXXX name XXXX XXXX. XXXX mentioned that he's a major player in the music industry. XXXX showed me pictures and videos of him and every artist that you can think of. I seen him with pictures with XXXX, XXXX XXXX XXXX XXXX , XXXX XXXX , XXXX XXXX . I believed him. He mentioned that he can develop XXXX to a major artist and get him sign to XXXX XXXX XXXX for {>= $1,000,000}. He mentioned he can develop XXXX and another artist name XXXX XXXX to major artist caliber and get them sign for {>= $1,000,000}. A few months on another trip to LA, XXXX brought us to meet XXXX XXXX at XXXX XXXX XXXX office. XXXX was the XXXX XXXX XXXX at XXXX XXXX XXXX. XXXX, confirm to what XXXX was telling me. XXXX and XXXX mentioned i had to invest {$150000.00} to develop these two artist. They mentioned each artist will cost {$75000.00} each to develop. A few months, i agree to make the deal. I gave XXXX and XXXX access to my business account. The access was for up to {$150000.00}. These guys went swimming in my hard earn money. They went to exclusive star studded parties, driving around foreign cars, eating at the finest restaurant, wearing clothes and jewelry brand, i can't even pronounce. They scam me out of over {>= $1,000,000} from XXXX. The worst part is clowning me and torturing my family and i. I'm left with nothing. I lost my business, house and wife.
Company Response: Closed with explanation

Timely Response

2019-08-15

Boston, MA

Managing an account

Checking or savings account: Checking account

Deposits and withdrawals
Company Response: Closed with monetary relief

Timely Response

2019-08-15

Clarence, NY

Trouble during payment process

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2019-08-15

Pawtucket, RI

Opening an account

Checking or savings account: Checking account

Didn't receive terms that were advertised
Company Response: Closed with explanation

Timely Response

2019-08-15

Attica, MI

Struggling to pay your loan

Vehicle loan or lease: Loan

Loan balance remaining after the vehicle is repossessed and sold
Company Response: Closed with explanation

Timely Response

2019-08-14

Wilmington, DE

Attempts to collect debt not owed

Debt collection: Other debt

Debt was result of identity theft
Complaint: On XX/XX/XXXX I received a phone call from a debt collector XXXX XXXX XXXX XXXX XXXX XXXX. They were attempting to collect a debt for {$390.00} from Citizen 's Bank. In XX/XX/XXXX I filed 2 fraud claims with Citizen 's Bank. As of XX/XX/XXXX, the investigation is still in progress. Despite the long length of time it has taken to complete the investigation, Citizen 's Bank assured me that they would not send my account into collections. However, this was clearly not the case, and it was sent to collections anyway. I am filing a complaint not only because of the false information I was given, but also the WRONG AMOUNT of the debt. XXXX is attempting to collect a debt for {$390.00}, however, the original fradulent check was cashed in the amount of {$390.00}. Despite trying to get a straight answer from both XXXX XXXX and Citizen 's Bank Recovery Department, neither one of them could explain the difference between the two amounts. I would like to request an explanation for the discrepancy as well as a timeline as to when the fraud claims will be resolved so that I can be cleared of all involvement with XXXX and Citizen 's Bank.
Company Response: Closed with explanation

Timely Response

2019-08-13

Greece, NY

Closing an account

Checking or savings account: Checking account

Funds not received from closed account
Company Response: Closed with explanation

Timely Response

2019-08-13

Boston, MA

Trouble during payment process

Mortgage: Home equity loan or line of credit (HELOC)

Company Response: Closed with explanation

Timely Response

2019-08-12

Winston Salem, NC

Closing on a mortgage

Mortgage: Conventional home mortgage

Complaint: On XX/XX/2019 I received a document, ( issuing date XX/XX/2019 ) from Citizens One XXXX XXXX a subsidiary of Citizens Bank, XXXX entitled " Closing Disclosure '' that was labeled " This form is a statement of final loan terms and closing costs. '' which I interpreted to be the end of all formal requests ( or changes connected ) with the loan my wife and I had applied for. I called the local sales manager, XXXX XXXX, and asked for clarification regarding the amount of the Cashier 's Check that should be obtained and bring to closing. He advised that the check should be in the amount stated in the Closing Document I received, the amount of {$47000.00}. I had such a check cut ( see attachment ) on Monday at approx. XXXX XXXX on XX/XX/2019. My wife XXXX called me later in the morning of XX/XX/2019 and advised me that she was informed by Ms. XXXX, Mr. XXXX 's assistant, that the amount on the Closing Disclosure I had in my possession was in error. Repeat : the amount that I had confirmed with the manager, Mr. XXXX, was in error and did not jibe with what his assistant, Ms. XXXX, claimed it should be. XXXX XXXX contended that the now correct amount was {$48000.00}. At approx. XXXX XXXX XXXX on XX/XX/2019 I received a piece of mail from Citizens One ( Rhode Island office ) with exactly the same document I had received from them on XX/XX/2019 and it is so enclosed. That document that I opened on this date contained the same information without a wit of difference. Period. When does a statement of " final loan terms and closing costs mean '' what it declares? What rules is this bank trying to play by? The Closing Disclosure received on XX/XX/2019 was precisely ( repeat precisely ) the same Closing Disclosure I received on XX/XX/2019 ; it had precisely the same information, and apparently the same mistakes.
Company Response: Closed with monetary relief

Timely Response