Dorothy sent a message to Saun Bruce W Van – Chief Executive Officer, Citizens Bank RBS Citizens – Email Address that said:
Dear Mr. Van Saun,
I would like to apprise you of the horrendous experience I am having with Citizen's Bank. I am a first time home buyer in the midst of trying to close on a condo in Magnolia, MA, through Citizen's Bank and MHP. Through no fault of my own, the closing did not happen as scheduled yesterday. Long story short, seller is about to walk away with my deposit and the condo. The seller is only willing to extend the closing if I pay her another $1,000!
I have been dealing with your employees, Lance Adie, Karen Chapman and Marty Lalumiere. Throughout this process, I have supplied every document requested of me in more than a timely manner....until day of closing when they threw another request that I could not possibly get in time to close as scheduled. Someone at Citizen's dropped the ball and I am paying the price.
At 8:40 am this morning, I emailed the letter below to the above 3 mentioned people and here it is 1:00 pm and I've not had a single reply to emails or voice messages. Below is the email I sent to them:
"Lance, I need an explanation as to why I was asked for documentation on the DAY of the closing, that I could not possibly produce? I’ve attached below documentation.
1. First request from Karen of July 9, 2016 for “please explain and send a copy of the deposit from Benefit Payments of $79.01 on 5/31 Bank Gloucester #7821.
2. My response on July 11, 2016 (on same page) showing I sent her a copy of my retirement statement showing receipt of first pension payment on 5/31/16, stating this would be a monthly deposit to my statement savings account.
3. Request dated August 16, 2016 (one day before closing) for “explanation and supporting documentation for source of benefits payments” and my response with the same attachment sent in on 7/11.
4. Request dated August 16, 2016 from Marty to provide “explanation of the deposit”, which I had responded on previous email attachment to Karen
5. Request from Karen on August 17, 2016, (day of closing) at 9:10 am – for a brief explanation of what this is for. I did not receive this request until 1:00 pm that day, as it was sent to my work email and I was at home planning on attending a closing and do not check work email from home, so had no idea it was there.
First off, I did submit what I believe was needed on July 11. From July 11 to August 16, I never heard anything back from any of you that further documentation was needed. I have stayed on top of this from day one providing whatever was needed as soon as I possibly could. At no time was I asked for a formal “Pension Verification Form”. If I had been clearly asked to provide “Pension Verification Form” I could have done so a long time ago, but now I am not told about this until day of closing and it is impossible to produce. I have put in a request with my pension company but have been told twice, there is no way they can fax, email or expedite the process as it takes 7-10 business days once they receive the request and then it is MAILED out.
The issues here are:
1. Seller is threatening to walk away with my deposit because it did not close when it was supposed to. Extension has not been signed by Seller to date.
2. My Mortgage Loan Commitment states the commitment expires: Saturday AUGUST 20, 2016.
I am hoping you can all pull together to make this closing happen for me by Friday August 19, 2016, as I do not want to lose not only the condo, but my $5,000 deposit. I have emailed Karen earlier this morning screenshots from my pension plan website that provides information, which I hope is acceptable. I also included a screenshot of my request for the “Pension Verification Form” from the pension company.
Please note I have also sent a copy of this on to my attorney, David Babson."
Mr. Van Saun, I am quite sure this is not how you want business conducted at your establishment and would like to preserve the reputation of Citizen's Bank.
I would appreciate any and all help you can supply. I also believe the bank is responsible and should pay my seller her requested extra $1,000 to get me an extension since it is the bank's fault for this hold up on closing.
I would like a resolution to this matter sooner rather than later, and not have to resort to lawyers, courts, Better Business Bureau and whatever other measures need to be taken. I did not even want to write this letter, but since I am getting zero response from your employees......
I look forward to hearing from you.
Dotty
