Citizens Bank, National Association Corporate

Complaint ID: 6084135

Product: Mortgage

Sub-Product: Home equity loan or line of credit (HELOC)

Issue: Applying for a mortgage or refinancing an existing mortgage

Subissue:

Company: CITIZENS FINANCIAL GROUP, INC.

Complaint: I applied for a HELOC for my home with Citizens Bank. Citizens Bank first advised me that the appraiser required a mold inspection report to be done as I had mold or mildew in one bathroom, and that I had to pay for it. At the same time as advising me of this mold inspection requirement, two Citizens staff advised me that requiring such an inspection is highly unusual, as most bathrooms with a shower have mold and mildew, so it was surprising the appraiser would stipulate this. Upon hearing this information, I contacted the appraiser at XXXX XXXX XXXX about this mold inspection requirement. The appraiser told me it was a " lie '', she is not a mold expert and made no such representations in her report, and she does not use any of the " jargon '' indicated on the appraisal report sent to me from Citizens. Further, I simply cleaned the mildew off my bathroom and sent the appraiser and Citizens Bank 's Loan Officer pictures showing it was all gone. The appraiser said she would contact Citizens and the Citizens Loan Officer told me she would contact her appraisal department. Citizens then changed their statement and said they required the appraiser to modify their report and indicate in that report that a mold inspection was necessary. At that time Citizens stated it is in their guidelines to require a mold inspection when mold is visible. Thereby Citizens reversed its earlier statements about how strange it was for their to be a mold inspection requirement and that that requirement came from the appraiser. It seems inappropriate for Citizens to dictate modifications to appraisals as well. Citizens has certainly been telling me inconsistent facts. I believe Citizens is engaging in unfair lending practices. I can not know whether the cause is my ethnicity or the diverse XXXX community in which I live, but they engage in arbitrary and inappropriate business practices. As the cost for a mold inspection report in XXXX is {$370.00} and up, such additional expense would effectively make the HELOC cost prohibitive and unattainable.

Company Response: Closed with explanation

Timely Response: Yes

Consumer Disputed: N/A

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Complaint ID: 6083851

Product: Money transfer, virtual currency, or money service

Sub-Product: Domestic (US) money transfer

Issue: Fraud or scam

Subissue:

Company: CITIZENS FINANCIAL GROUP, INC.

Complaint: On XX/XX/XXXX I received a text from a person I thought was My friend XXXX, I told him that he needed {$400.00} XXXX send him via XXXX the amount XXXX had changed his phone number the reason was that some company had the same number attached it an official document with that old phone number BUT... but I still kept THAT old number list on my phone. What I didn't realize that that the text I received came from his old discarded # and that I had sent the money to that # I contacted my friend at a new number, and he claimed he never asked for anything. This was XXXX hours after the transaction and the money wasn't taken out of my account by then ... I called XXXX right away and they told me that there was nothing they could do, that the transaction had been done and that I should call my bank... and I did. the bank told me that there was nothing for them to do because the transaction didn't happen yet the money wasn't taken out of my account. the next day XX/XX/XXXX I contacted my XXXX they claimed that they will start an investigation and I have the investigation number, ATTACHED is an email from XXXX with that number. I also when to my local bank branch and spoke with a fraud person there, and they started an investigation too.

Company Response: Closed with explanation

Timely Response: Yes

Consumer Disputed: N/A

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Complaint ID: 6082875

Product: Checking or savings account

Sub-Product: Checking account

Issue: Managing an account

Subissue: Problem using a debit or ATM card

Company: CITIZENS FINANCIAL GROUP, INC.

Complaint: I filed unauthorized transactions after I lost my card representatives are rude on the phone or dismissive when I ask for a provisional credit. I want this handled efficiently please.

Company Response: Closed with explanation

Timely Response: Yes

Consumer Disputed: N/A

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